ManageEngine ServiceDesk Plus

Pros

ServiceDesk Plus has a free version available to my non-profit and has been most helpful in support ITSM for a small organization. Their support staff have always been willing to assist when contacted.

Cons

The Knowledgebase could use some work. While it is functional, it is not the most robust in features and doesn't tie into support tickets very well.

Pros

ServiceDesk Plus Cloud has all the features an IT team would ever need from Change/Release Management, Project Management and a complete service catalogue options, while including Asset Management is a fantastic package at an incredibly attractive price.

Cons

Would like to see a broader range of integrations with other Manage Engine products, especially Remote Access Plus, similarly to Zoho Assist. Currently solutions require you to press the "more..." button in order to see the entire article. Furthermore, there is no built-in Dell Warranty scanning integration, but only a workaround

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

I like the resolution field when closing a ticket.

Cons

Mobile app isn’t very good. Reporting is awful, has to be exported and then manually manipulated in raw format.

Pros

The technical team is highly supportive, offering custom scripts based on customer requirements at every stage. Additionally, the Change management and release management modules are fully customizable.

Cons

sometime technical team delay on responses

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title).
I used it at a previous company and introduced it to my new company with great success.

Cons

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.

Cons

with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)

Pros

The different views for tickets you have to manage is great to manage the workflow. You can adjust the order of tickets by date, name, technician assigned and more. Adding custom objects to the system is also very handy, in my case we use custom buttons to send out emails to clients that are pre-configured. The dashboard is also great for checking close rates and seeing how the tickets are holding up as a whole.

Cons

My only grievance is it feels a little dated sometimes compared to other systems but as far as functionality goes, it's amazing. It's not fair to rate it less for this reason as it's by far the best ticketing system we have used.

Pros

ServiceDesk Plus is a highly customizable ITSM tool with many modules. It has Incident/Request Management, Change Managements, Project Management (Waterfall), Inventory Management, etc. This kind of management capabilities can easily align the customers' environments easily. Additionally, they have many integration capabilities like MS Teams, Endpoint Central, Jira and these are just native ones. With custom integrations, many products can be integrated with it.

Cons

Even if it has great tools, I believe the AI capabilities should be extended when incident and/or request tickets are being handled easily. Additionally, the ServiceDesk Plus Failover feature should be more smooth and easy to configure.

Pros

The customization of menus, reports and just about everything and the intergration with MS Teams

Cons

More features being available on the on prem version compared to cloud

Pros

Effective platform, good integrations and a very competitive price

Cons

The user interface looks dated and can be somewhat unintuitive

Pros

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Cons

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

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.

Cons

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.

Pros

Easy to setup and get started, mostly conforms to ITIL standards

Cons

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

Customization possible as per the company policy

Cons

i would say the price and tech support needs to be improved

Pros

Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers.

Cons

Some lagging and slowness with ui that can be fixed with patching.

Pros

Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,

Cons

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.

Alternatives Considered

Pros

Excellent ITIL Ticket management tool free for 5 Technicians

Cons

Need to pay extra for additional technicians other than 5

Pros

1. Light-weight and highly responsive. Intuitive interface.
2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki).
3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus.

4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons

Nothing major, but would like to see improvements in the following areas:
1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools.
2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature).
3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Pros

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

Cons

It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding.

Pros

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Cons

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Cons

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Pros

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Cons

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

Pros

The reports section is very useful because we can take actions based on the performance of the team and tackle the root problems while executing RCA

Cons

The garbage data that stays there for removed items, like termination accounts or assets that remains there even if they're not required anymore

Pros

Setup many years ago, and still in use today. Does all the tasks we require.

Cons

Can be a bit of a burden to update with only command line automated options.

Pros

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Cons

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

Alternatives Considered

Pros

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Cons

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

Pros

It was very easy to use and build workflows.

Cons

The inability to incorporate other applications into it.

Pros

Can be implemented much more easily than other services

Cons

-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

1. ServiceDesk Plus provides pre-built integrations for commonly used functionalities (Software installations/uninstallations and remote control).
2.Service Desk Plus offers the feature of analytics plus for customizable dashboards for better data visualizations and decision making.

Cons

1. Cost can be lower.
2.TAC Team support can be improved.

Pros

What I like most is creating different user groups with different roles.

Cons

There's nothing that I don't like about ManageEngine ServiceDesk.
All its features are excellent, to be honest.

Pros

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.

Cons

The UI of the application can be improved so it can become more user friendly

Alternatives Considered

Pros

Ticketing system is top and every aspect is covered

Cons

A little difficult to implement for beginners

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Cons

There is nothing really we have not liked so far with the product.

Pros

The ease of setup/deployment of the cloud version. It was a dream. There are good documentation sources available to follow if you get lost. The ease of logging tickets via e-mail and appending tickets via e-mail is probably the most liked aspect.

Cons

Lack of asset management link between cloud SDP and cloud Endpoint Central. This is the same with remotely connecting to assets via SDP Cloud.

Pros

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Cons

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Alternatives Considered

Pros

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Cons

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

Easy setup, multifunctional, customizable, and excellent for streamlining ticketing, change management, and inventory tracking.

Cons

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

Pros

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

Cons

There are so many features, initial setup can take a while to configure everything.

Pros

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Cons

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Pros

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.

Cons

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

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

Cons

Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

Pros

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.

Cons

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).

Alternatives Considered

Reasons for Switching to ManageEngine ServiceDesk Plus

Pros

There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext.

Cons

There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner.

Pros

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Cons

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly.
I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Pros

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Cons

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

Alternatives Considered

Reasons for Choosing ManageEngine ServiceDesk Plus

Switched From

Pros

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Cons

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

Pros

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Cons

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.