What Is ManageEngine ServiceDesk Plus?

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand.

Who Uses ManageEngine ServiceDesk Plus?

Our software offers the ease of use SMBs need and the features the largest enterprises demand. More than 100,000 companies around the world trust our product to manage their IT services.

Where can ManageEngine ServiceDesk Plus be deployed?

Cloud, SaaS, Web-based, Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • ManageEngine
  • Located in The Octagon, U.S.
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Canada, China, India, United Kingdom and 1 others

Languages

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

ManageEngine ServiceDesk Plus pricing

Starting Price:

US$495.00/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$495.00/year.

Pricing plans get a free trial

About the vendor

  • ManageEngine
  • Located in The Octagon, U.S.
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Canada, China, India, United Kingdom and 1 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
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ManageEngine ServiceDesk Plus video
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus requests
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus assets

Features of ManageEngine ServiceDesk Plus

  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Barcoding/RFID
  • CMDB Software
  • Change Management Software
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • 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
  • Prioritization
  • Problem Management
  • Real Time Reporting
  • Release Management
  • Reporting/Analytics
  • 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

Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences.
ServiceNow Customer Service Management is built for the digitally connected service economy.
An open source customer support system that organizes, manages and archives incoming support requests.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you.
TeamViewer empowers you to connect to any device to support anyone, any process, or anything — from anywhere, anytime.
Bookkeeping tool for business owners that do not have prior accountign knowledge. Functionality includes invoice writing and tax prep.

Reviews of ManageEngine ServiceDesk Plus

Average score

Overall
4.3
Ease of Use
4.2
Customer Service
4.1
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Sergio D.
Sergio D.
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 5 months 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, SysAid, ServiceNow and osTicket

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

Gerardo V.
Product Manager in Mexico
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

A very customizable ITSM tool

5 last month New

Comments: 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.

Mark S.
U.S.
Financial Services Software, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Basic Helpdesk Application

2 6 years ago

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.

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.

Ricardo D.
Ricardo D.
Business Intelligence Team Lead in South Africa
Verified LinkedIn User
Legal Services, 501-1,000 Employees
Used the Software for: 1+ year
Reviewer Source

Manage Engine Service Desk Review

4 4 months ago

Comments: We used it as a ticket system for IT but overall did not like the experience.

Pros:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Cons:

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

Michael T.
Service Delivery Manager in Australia
Financial Services Software, 201-500 Employees
Used the Software for: 1+ year
Reviewer Source

Good product, but support needs to improve

4 5 months ago

Comments: Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve

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: Freshservice and SysAid

Reasons for Choosing ManageEngine ServiceDesk Plus: Limited functionality and was unstable

Switched From: Spiceworks

Reasons for Switching to ManageEngine ServiceDesk Plus: Best combination of price, configurability, usability