ManageEngine ServiceDesk Plus Reviews

Our primary use case for the solution is for IT support across departments in our company. We provide templates for users that are not specialists so they can install them immediately. We deploy the solution both on cloud and on-premises.

The solution does not have an automated approach to integration with other ManageEngine products and third-party products. Additionally, brand promotion can be improved so that users know a good solution is available that is not very expensive.

We have been using the solution for approximately six years and are currently using the latest version. 

The solution is stable.

The solution is scalable, and you can start from five users and expand to any amount of your choosing. I rate the scalability of the solution ten out of ten.

There is good technical support from ManageEngine ServiceDesk Plus. I rate them a ten out of ten.

Positive

The initial setup process is straightforward. A person with basic Windows server skills or an engineer with basic Microsoft networking skills and Active Directory skills could assist in setting it up Basic. We usually get it up and running within a couple of hours, and one technical staff is required for maintenance.

We have seen a good return on investment.

The solution is free for up to five users, making it a good starting point for many organizations, especially now that people are cash-strapped. The licensing costs for over 500 users start from $500 upwards, depending on their choice and if assets are attached to it. So an average license would be up to 10,000 per year for subscription on average. Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost.

I rate the solution a ten out of ten. The solution is good, but the next release can include a more automated approach to integration with other ManageEngine products and third-party products.

We use it as a daily ticketing system for IT, in-house and on hardware.

Overall this is an easy and convenient solution to use.

We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy. 

I have been using this solution for nine years. 

We have experienced some issues with stability which are temporarily fixed when updating to the latest version of the solution. 

We have 20 to 25 technicians using this system. 

The support for this product could be improved. Their engineers have not yet solved some of our issues. 

Neutral

The initial setup was straightforward. 

The implementation was done in-house. 

We have an annual license which we renew each year. 

I would rate this solution an eight out of ten. 

We use it for asset management, system tickets, trouble tickets, project management, software deployment, and remote control.

It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software.

The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users.

There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.

There are occasionally some bugs with the ticket system. It probably happens about two or three times a day where I'm trying to enter a work log and it will not save it. Normally when you open it, it defaults to your name. But if it doesn't do that, then you have to refresh the screen. So I have to make sure that I copy all the notes that I logged, refresh the screen, then re-enter it all over again.

We have been using ManageEngine ServiceDesk Plus for about five years.

From an IT perspective, we have probably close to 50 people using it - regular help desk users.

It does have ongoing maintenance. Our database administrator is responsible for maintaining it.

It is being used on a daily basis, 24/7, you can't really increase the usage.

I have not used it but from what I understand, their technical support is not that great.

The previous solution we used was outrageously expensive from what I understand.

The company was Computer Associates. I think it was just called ServiceDesk.

I wasn't involved with any of that. I think there are probably four to five people involved. And my guess is it probably took a few months. Gathering all the details, getting servers built, entering in assets.

I assume they have too have an ROI. Being able to track assets a lot better than what they used to. They've probably been able to save quite a bit. Especially saving man power on software deployments and patches and that type of thing.

On a scale of one to ten, I would give ManageEngine ServiceDesk Plus probably about a seven.

I like the catalog features and workflow. I also like the knowledge space.

The workflow needs to be improved, along with form design.

It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.

The scalability could be increased as well.

I've been working with ManageEngine ServiceDesk Plus for almost three years.

There are some glitches with regard to attachments. Sometimes, it crashes when we attach certain files. Otherwise, it's stable.

I think it could be more scalable.

Technical support has been very good.

The initial setup is straightforward and not complex.

We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.

I would ask those who are considering ManageEngine ServiceDesk Plus to test it to see if it will suit their environment because there are some limitations with regard to custom forms. You can link custom forms, but you cannot build whatever you want because of this issue. 

Also, the workflow can take two or three steps at maximum. It's not like an approval workflow with four or five steps.

On a scale from one to ten, I would rate ManageEngine ServiceDesk Plus at eight.

As a reseller and integrator, I help clients implement this solution.

Overall, I've been satisfied with the product.

The solution overall has been quite stable. The performance has been good.

I've found the product to be scalable. You can expand it if you need to.

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

I have only been working with the solution for four months. It hasn't really been that long just yet. It's a solution that's still quite new to me.

The solution is stable. It doesn't crash or freeze. It's very reliable in terms of performance. There are no bugs or glitches.

The solution has been scalable. If a company needs to expand it, it can do so easily.

Technical support has been okay. It's good. However, sometimes it takes longer to answers some questions. I want to be able to save for all my messages to have them on hand.

I did not previously work with any similar products.

We can implement the solution for our clients.

I'm not involved in the licensing of the solution. I have no idea how much the cost is. I couldn't say if it's reasonable or more on the expensive side.

I'm a reseller and a solution integrator.

I do plan to continue to use this solution.

For others considering this solution, I would advise them to look for tools that are easy to use and implement. It's a good idea to do a POC so you can try things out, and make some mistakes, and learn a bit about what is being implemented before taking anything live.

In general, I would rate the solution at an eight out of ten.

Our primary use case is a ticket management tool for the end user in my company.

I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.

Another feature that I'm currently studying is the IT project.

In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.

I personally have been using ManageEngine ServiceDesk Plus for a few months. However, my team of technicians has two to three years experience working on that tool.

I personally have not had any bugs with this product.

In terms of cost and pricing, I'm not the person who pays for the tool, and I don't know if the price for the tool is fair or unfair. I have no idea about that. But I'm aware that it's quite expensive.

The price could be reduced,

Overall, I can recommend it because it is a very strong tool on the ITS. However, I would also recommend some other tools. For example, Service Now, or other commercial TMS tools.

On a scale from one to 10, I would rate Service Desk Plus a seven.

We primarily use the solution for service request management.

The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards.

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds.

The solution, overall, is expensive.

I've been using the solution for less than a year. It really hasn't been that long just yet.

The solution is quite stable. We don't have to deal with bugs or glitches. It doesn't crash or freeze. It's great.

I can't speak to the scaling aspect of the solution. I've never tried to scale it.

We have about 50 users on the solution.

We have local technical support. 

We don't call ManageEngine. Our technical support will relay our question to the ManageEngine support if it comes down to that and they can't find the answers themselves.

I wasn't a part of the initial setup. It's my understanding that it's not too difficult. We have an entire in-house team that does all the deployment and upgrades.

It's not my team or my department who set it up. It's set up by the IT service department.

There's a yearly cost that's based on the number of licenses and the modules that you've purchased. The pricing is a bit high.

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

We're customers. We don't have a business relationship with Manage Engine.

We use the latest version of the solution.

I'd recommend the solution to other organizations.

Overall, I would rate the solution a six out of ten. If the pricing and reporting were better, I would rate it a bit higher.

We are a system integrator, and we have been dealing with all versions of this product. We have seen its development from the beginning when it was a plain ticketing solution. We have tried all the flavors of ManageEngine ServiceDesk Plus, and we have on-premises and cloud deployments of this solution.

Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.

In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.

Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box.

A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments.

In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.

We have been dealing with ManageEngine ServiceDesk Plus for seven years.

Starting with 9.4 builds, this product is relatively stable.

It is scalable. It is just the license. You just have to apply the license, and you are ready to go.

They need to be more reactive. They play around the bush to get some time to provide you a proper solution. They are majorly focused on the response time. They will respond immediately, but the response is very absurd. They are not focused on the resolution time, which is a gray area for managing support.

It is quite easy to set up this product. Deployment duration varies based upon the requirements. An average deployment duration varies from one month to six months, but if you add certain parameters to it and the customer needs to go through all the ideal compliance processes, it would take much more time. However, most of the time, we provide a kind of consultation for the customer about how to set up incident management and incident response and how to build up the service catalog. Usually, system integrators don't do that, in which case, it can take quite some time.

I would highly recommend customers to go with ManageEngine ServiceDesk Plus. However, it depends upon the end-user requirement. If the requirement is for more graphic designing or customized dashboards, or they want to build a big customized login screen GUI, it might not be the solution. If the requirement is focused on ideal processes, like a ticketing solution, they can go with Service Desk Plus.

I would rate ManageEngine ServiceDesk Plus a seven out of ten.