About ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance. ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. Further automation is provided by the "business rules" feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
ManageEngine ServiceDesk Plus Software - Software reports
ManageEngine ServiceDesk Plus Software - Asset management
ManageEngine ServiceDesk Plus Software - Dashboard
ManageEngine ServiceDesk Plus Software - Knowledge base
ManageEngine ServiceDesk Plus Software - Project management
ManageEngine ServiceDesk Plus Software - Service level agreement
ManageEngine ServiceDesk Plus Software - Software reports - thumbnail
ManageEngine ServiceDesk Plus Software - Asset management - thumbnail
ManageEngine ServiceDesk Plus Software - Dashboard - thumbnail
ManageEngine ServiceDesk Plus Software - Knowledge base - thumbnail
ManageEngine ServiceDesk Plus Software - Project management - thumbnail
ManageEngine ServiceDesk Plus Software - Service level agreement - thumbnail

ManageEngine ServiceDesk Plus pricing

ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$120.00/year.

Starting Price:
US$120.00/year See pricing details
Free Version:
Yes
Free trial:
Yes

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ManageEngine ServiceDesk Plus Reviews

Feature rating

Value for Money
4.2
Functionality
4.3
Ease of Use
4.2
Customer Support
4.1
5 reviews of 168 View all reviews
Jaime Isai
  • Industry: Information Technology & Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 23/06/2022

ServiceDesk Plus ManageEngine

Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

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.

David
  • Industry: Nonprofit Organization Management
  • Company size: 51-200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 13/01/2022

User Experiance

Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..

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.

Reasons for Choosing ManageEngine ServiceDesk Plus

The Jira was an on-premis system that was getting old.

Switched From

Jira

Reasons for Switching to ManageEngine ServiceDesk Plus

There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.
Mark
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
2
Ease of Use
4
Customer Support
3

2
Reviewed on 05/12/2016

Basic Helpdesk Application

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

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.

Gerardo
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 18/05/2022

A very customizable ITSM tool

ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

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

ServiceNow Customer Service Management and Zendesk

Reasons for Choosing ManageEngine ServiceDesk Plus

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Switched From

FootPrints

Reasons for Switching to ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.
Sergio
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
0

5
Reviewed on 30/01/2022

A complete, easy to deploy and use, customizable service management solution

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.

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

Spiceworks, SysAid, ServiceNow and osTicket

Reasons for Switching to ManageEngine ServiceDesk Plus

Completeness of functions, ITIL orientation, ease of use

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