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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?

Cloud-based
On-premise

About the vendor

  • ManageEngine
  • Located in The Octagon, US
  • Founded in 1996

ManageEngine ServiceDesk Plus support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 224 others

Languages

Arabic, Chinese, Danish, Dutch, English and 13 others

ManageEngine ServiceDesk Plus pricing

Starting Price:

US$120.00/year
  • 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 US$120.00/year.

About the vendor

  • ManageEngine
  • Located in The Octagon, US
  • Founded in 1996

ManageEngine ServiceDesk Plus support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Afghanistan, Albania, Algeria, American Samoa, Andorra and 224 others

Languages

Arabic, Chinese, Danish, Dutch, English and 13 others

ManageEngine ServiceDesk Plus videos and images

ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus requests
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus assets
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus topics
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ManageEngine ServiceDesk Plus video
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus requests
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus assets
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus topics

Features of ManageEngine ServiceDesk Plus

  • Activity Tracking
  • Alerts/Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Audit Trail
  • Automated Routing
  • Barcoding/RFID
  • CMDB Software
  • Change Management Software
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Communications Management
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Support Software
  • Customizable Branding
  • Customizable Reports
  • Dashboard Software
  • Full Text Search
  • Help Desk Management
  • IT Asset Management Software
  • Incident Management Software
  • Incident Reporting
  • Inventory Management Software
  • Issue Auditing
  • Issue Management
  • Knowledge Base Management
  • Knowledge Management Software
  • Location Tracking
  • Maintenance Management Software
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Prioritization
  • Problem Management
  • Real Time Reporting
  • Release Management
  • Reporting & Statistics
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Status Tracking
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Task Management Software
  • Third-Party Integrations
  • Ticket Management
  • Workflow Management Software

Alternatives to ManageEngine ServiceDesk Plus

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End users can submit requests for service, search for solutions, and view the status of their open incidents.
IT Service management solution that combines a ready-to-use ITSM tool with in-house experts – here to make service happen since 1993. Learn more about TOPdesk
IT service management for mid-size organizations
TeamViewer empowers you to connect to any device to support anyone, any process, or anything — from anywhere, anytime.
Vision Helpdesk offers Help Desk, Multi-Company Help Desk, ITIL Service Desk & Live Chat Software Tools for every size business.
Freshdesk is an easy-to-use customer service software that helps over 60,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
lexoffice is accounting software with online invoicing, time tracking, payroll, and other features for small businesses in Germany

Reviews of ManageEngine ServiceDesk Plus

Average score

Overall
4.4
Ease of Use
4.2
Customer Service
4.2
Features
4.4
Value for Money
4.3

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sergio
Sergio
IT Consultant in Italy
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 2+ years
Reviewer Source

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

5.0 2 years ago

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.

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 Cloud Help Desk, SysAid, ServiceNow and osTicket

Reasons for Switching to ManageEngine ServiceDesk Plus: Completeness of functions, ITIL orientation, ease of use

Harry
Harry
Systems & Digital Marketing Administrator in UK
Verified LinkedIn User
Construction, 51–200 Employees
Used the Software for: 1+ year
Reviewer Source

Great software, could use more features

4.0 last year

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.

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: ServiceNow

Reasons for Choosing ManageEngine ServiceDesk Plus: It didn't have all the functionality or updated UI we were after.

Switched From: Spiceworks Cloud Help Desk

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.

Alagie
IT administrator Assistant Manager in Gambia
Telecommunications, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

My experience with ManageEngine ServiceDesk

5.0 2 months ago

Comments: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

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.

Verified Reviewer
Verified LinkedIn User
Program Development, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Support is terrible

3.0 4 years ago

Pros:

Nice interface.

Cons:

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.

James
Chief Technology Officer in US
Financial Services Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Reliable and Expressive

5.0 4 months ago

Comments: It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

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: SolarWinds Service Desk and ServiceNow

Reasons for Choosing ManageEngine ServiceDesk Plus: Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on.

Switched From: Freshdesk

Reasons for Switching to ManageEngine ServiceDesk Plus: Cheaper, better, reliable, customizable and product support is great.