What Is ManageEngine ServiceDesk Plus?
ServiceDesk Plus helps enterprises design, deliver, and support IT and business services. It's certified as ITIL®-4-compatible by Pink Elephant across 4 ITSM practices: Incident, Problem, and Service Request Management, and Change Enablement, and is a Challenger in the 2022 Gartner® Magic Quadrant™ for ITSM Platforms.
It also offers a native ITAM database and CMDB, contextual IT and business integrations, and unrestricted low-code extensibility. To learn more, visit manageengine.com/service-desk
Who Uses ManageEngine ServiceDesk Plus?
ServiceDesk Plus helps enterprises of all sizes and types orchestrate remarkable service experiences. It aligns with the service management needs of mid-size and large, value-oriented organizations.
Where can ManageEngine ServiceDesk Plus be deployed?
ManageEngine ServiceDesk Plus pricing
- Yes, has free trial
- Yes, has free version
ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at USD 120.00/year.
ManageEngine ServiceDesk Plus videos and images
Features of ManageEngine ServiceDesk Plus
- Activity Tracking
- Asset Lifecycle Management
- Asset Tracking
- Assignment Management
- Audit Management
- Audit Trail
- Automated Routing
- Change Management
- Collaboration Tools
- Communications Management
- Compliance Tracking
- Configuration Management
- Contract/License Management
- Cost Tracking
- Customer Support
- Customisable Branding
- Customizable Reports
- Full Text Search
- Help Desk Management
- IT Asset Management
- Incident Management
- Incident Reporting
- Inventory Management
- Issue Auditing
- Knowledge Base Management
- Knowledge Management
- Location Tracking
- Maintenance Management
- Mobile Access
- Multi-Channel Communication
- Problem Management
- Real Time Reporting
- Release Management
- Reporting & Statistics
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Status Tracking
- Supplier Management
- Support Ticket Management
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Ticket Management
- Workflow Management
Alternatives to ManageEngine ServiceDesk Plus
Reviews of ManageEngine ServiceDesk Plus
A complete, easy to deploy and use, customizable service management solution
Comments: We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.
It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.
As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).
Reasons for Switching to ManageEngine ServiceDesk Plus: Completeness of functions, ITIL orientation, ease of use
Great software, could use more features
Comments: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.
Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.
The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.
Alternatives Considered: ServiceNow
Reasons for Choosing ManageEngine ServiceDesk Plus: It didn't have all the functionality or updated UI we were after.
Switched From: Spiceworks
Reasons for Switching to ManageEngine ServiceDesk Plus: Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason.
Keep Track of Issues
ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.
The UI of the application can be improved so it can become more user friendly
Alternatives Considered: ServiceNow Customer Service Management
Support is terrible
We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.
ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution
Comments: Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.
ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.
One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.