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 videos and images
Features of ManageEngine ServiceDesk Plus
- Activity Tracking
- Alerts / Escalation
- Asset Lifecycle Management
- Asset Tracking Software
- Assignment Management
- Audit Trail
- Automated Routing
- CMDB Software
- Change Management Software
- Collaboration Tools
- 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
- Knowledge Base Management
- Knowledge Management Software
- Location Tracking
- Mobile Access
- Multi-Channel Communication
- Problem Management
- Real Time Reporting
- Release Management
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Supplier Management
- Support Ticket Management
- Task Management Software
- Third Party Integrations
- Ticket Management
- Workflow Management Software
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.
Basic Helpdesk Application
Comments: 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.
ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
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.
Good IT Ticking system
Comments: The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.
The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.
If you are a small company, the best recommendation must work On a Cloud solution they provide.
Manage Engine Service Desk Review
Comments: We used it as a ticket system for IT but overall did not like the experience.
It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well
There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently