ManageEngine ServiceDesk Plus Reviews

It has resulted in a positive experience to integrate ICT project management to our IT business reality so we value the following features:

• ITIL integration
• main ITIL processes on real application
• easy to use and customize
• initial deployment and additional customization with reliable logical application
• consistently sufficient on results and data management
• possible to adapt to our business reality
• purchase order control
• parametrization and business rules allow personalized customization of this module for great control
• integration to third party applications for monitoring and reporting
• no bugs or blocks in SQL integration
• fundamental for our environment
• versatile, powerful, and simple administration
• project management integration

We had outsourced most of our IT services and to have this application as support together with the benefits of full control for implementing service delivery, gave us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management and the conditions to customize this are tricky and unique for our organization.

We have been using the solution for four years.

We have had only one small stability issue which was corrected with an update.

Growing with the tool from zero cases to reach almost 1000 cases in a relatively short time, having no issues, reflects our good experience with this product.

I would rate the technical support at 8/10. Some questions were dealt with centrally and it has not been necessary to contact the local support for additional services, apart from common queries and questions.

We used Cherwell and CA Service Desk previously, through an outsourcing company.

Implementation was a bit heavy in terms of customization, but based on a well-structured ITIL process, it was a manageable import. Integration to SCCM and AD made the integration to our IT environment easier.

It is cost effective and well balanced in terms of benefit.

We evaluated Cherwell, CA Help Desk and Atlassian Service Desk.

Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is.

The most valuable feature it that it is ITIL compliant.

IT request management has improved over the years. This product supports all process-related IT requests from users and operational management of the IT infrastructure.

There could be some improvement regarding integration with other platforms like Sharepoint.

We have been using the solution for eight years.

We did not encounter any issues with stability.

We did not encounter any issues with scalability.

We did not need much support, except on a few occasions. I would give technical support a rating of 9/10.

We switched from the previous solution because they were not ITIL compliant. That meant that we had to use more than one product.

The initial setup was straightforward, if you are prepared with clear processes and information that the implementation needs.

Pricing and licensing of this product are more convenient than other products.

We evaluated LANDESK, some internal developments, and Sharepoint features.

Be prepared with your processes first, then implement the product.

Valuable features include ITIL integration, main ITIL processes on real applications, ease of use, and customizability.

Our experience with the product is as follows:

• Initial deployment and additional customization with logical application: Reliable.
• Consistent on results and data management: Highly sufficient.
• Possibility to adapt to our business reality.
• Purchase order control, parametrization, and business rules allow personalized customization of this module to have great control.
• Integration to third-party applications (monitoring and reporting).
• Stability, (no bugs or blocks in SQL integration), is fundamental for our environment.
• Versatile administration: Powerful and simple methods of administration.
• Project Management integration: Integrates ICT project management to our IT business reality.

We outsourced most of our IT services. Having this application for support to replace the benefits of full control for implementing a delivery service, gives us the confidence to implement a CSI from the very beginning.

Request management is not clearly separated form incident management. The conditions to customize this could be tricky and unique for our organization.

To clarify this concept:

We develop two different processes based on ITIL models for reporting cases or taking request from users :

- Request fulfilment

- Incident Management

These two cases are the main inputs to the system, SD+ has a generic name for incidents and requests and we had to do an internal agreement to differentiate request from incidents, at the moment to see the “request” ( names assigned by SD+ ) given also to incidents, it causes a small confutation to the new service delivery agents.

This should be clearly defined or leave the option to the users to create request at the level of incidents in two different categories. No we have new incidents with categories of Request of Information or requested for other aspects. ( this is something that we considered not a good element)

We have been using the product for about four years.

We have had only one small issue that was corrected with an update.

We had no scalability issues as we grew with the tool from zero cases to reaching almost 1000 cases in a relatively short period time. Our experience with this product is good.

I would give technical support a rating of 8/10. Some questions were attended to by their main office. We did not have to contact local support for additional services apart from common queries and questions.

We used Cherwell and CA Service desk.

Implementation was a bit heavy in terms of customization, but based on a well-structured ITIL processes, it was manageable. Importing and integration to SCCM and AD made the integration to our IT environment simpler.

It is cost effective and well-balanced in benefits.

We evaluated Cherwell, CA Helpdesk, and Atlassian SD.

Give them the chance to implement a demo and put in a short amount of time for practice to see how easy and effective the solution is.

The valuable feature is seamless integration with other modules such as asset management, GRC, File/Active Directory Audit, and Event Log Analyzer (SIEM).

ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service. It provides great visibility.

It has helped in centralizing, consolidating, optimizing, and improving governance and compliance requirements.

Some of the features which are currently available in the cloud version can be made available with the on-premise editions. There is also integration with chat and VOIP functionality.

We have been using this solution since 2014.

We did the deployment by ourselves. Very good documentation is available.

The application is stable and there have been no issues. We are working with a single instance. If required, we can plan and implement a dual instance with high availability options.

There have been no scalability issues.

I would give customer service a rating of 7/10.

I would give technical support a rating of 8/10.

We used open source software previously. We moved to this solution because it helped automate, integrate, monitor, and measure performance of all IT assets and resources. We have moved from being reactive to proactive.

Installation is easy, but it requires a good system administrator to configure and enable all the features and functionalities. Online support also helped us fix the issues.

We used an in-house team for the implementation.

The ROI can be tangible/non-tangible. It will differ based on the organizations involved and their various business requirements.

Do a cost-benefit analysis of the on-premise, perpetual license and subscription and finalize it.

We evaluated HappyFox.

Go through the features and functionalities offered in this product. Prepare a roadmap for the implementation. "BIG BANG" will not work. You will have to roll-out the solution in phases.

Ticket logging, ability to customize as per the organisation's needs.

We have been able to track issues, get metrics of the technical staff.

Automation.

12 months.

Unable to use SQL Server during installation, as the software defaults to PostgreSQL. Unable to use AD account to administer the setup.

We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation.

Ours is a small setup with just three technicians, so scalability is not much of an issue.

We are using the free version and there is no customer service with it.

Straightforward.

We implemented and customized it in-house.

Yes. We tried Atlassian JIRA.

I'm currently using ServiceDesk Plus for lifeCycle management and inventory relationships with the CMDB.

I use ServiceDesk Plus in a Fortune 1000 company to show physical topologies of software to hardware relationships. With so many applications living on so many servers and with databases housing data for multiple applications, it is difficult to trace and understand the relationship between them. ServiceDesk Plus helps eliminate confusion of what hardware/software/users are impacted during a DR or scheduled maintenance.

The search feature is hidden and limited to specific categories of assets. When searching for an asset, you need to know the category in which it exits. If it was not scanned properly and it was not categorized correctly, you will need to scan the asset from all CI types. And when that is done, you lose the action menu for the asset. However, once you discover what category the asset lives in, then you can search that category specifically to enable the actions drop-down menu.

Also, there seems to be a lack of the ability to export assets in the CMDB. A report can be generated but not exported. The only option is to copy the contents of the report on the screen and to paste them into Excel. This is not a good option since it brings along an image for each asset and a hyper link. The application certainly needs a good export.

Change Management and Service Catalog lack any decent customization. You are forced to fit you business needs with the functionality of the product.

Support needs a serious attention. Getting any help is next to impossible.

They do not flow together very well. The product feels like many different solutions packed into one.

I've used it for 1 year.

I did not deploy this product as it was already deployed by the company I am consulting for.

We've had no issues with stability at this time, but I have only worked with it for a short period of time.

I've used the product across multiple countries, several plants, and corporate offices for a Fortune 1000 company with no issues. I would say scalability is good.

Technical support has been horrible to deal with. It can take days to return your call if they return it at all. When they finally do work with you on questions or problems they are not much help.

I have found their forums to be a much better place to get questions answered.

The application was installed by the local IT team at the company.

I currently use Spiceworks for our solution and to monitor several other customer sites. This product is a little more robust in the inventory and topology of the assets. If you are looking for a good CMDB, I would choose this product over Spiceworks. However, I have not had a chance to work with the help desk modules of this product and cannot express any comparison to Spiceworks in that regard.

Since my last review I have spent much more time with this product. Although it is an all in one solution for many technologies they do not flow very well together nor is it an Enterprise solution. It does help desk and inventory very well. Other modules such as Change Management and Service Catalog are there but lack good customization to fit your enterprise needs.

This product is quite flexible since the admin is able to add or change templates and add as many (sub) categories as necessary to get a good overview of all assigned tickets.

With this tool, you have good and clear overview of which incidents are to be taken care of in the organization and with which urgencies.

None whatsoever.

I've used it for six years.

No issues encountered.

No issues encountered.

No issues encountered.

8/10. They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues.

I tried the ServiceDesk option from the freeware Spiceworks Asset Management tool, but this was very “flat” and not very flexible. Since I was the only technician initially, the free version of SD+ was sufficient enough and this was very flexible.

Just click and install.

Just downloaded from manageengine.com, implemented, and configured myself.

SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations.

It's easy and useful for help desks and IT departments. It is user friendly, and made it easy to add roles, users, and groups.

It filled the gap between users, first line support, and managers easily. I synced it with our Kerio mail server, so end user support could find out and solve problems faster.

I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not.