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

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$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.

Pricing plans get a free trial

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

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
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 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

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ITIL-aligned service management software with KPI dashboard that helps track workload for each employee and assign tasks efficiently. Learn more about TOPdesk
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ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Zendesk provides the complete customer service solution that’s easy to use and scales with your business.
Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
Jira Service Management is an ITSM software that unlocks high-velocity teams to deliver great service experiences fast and together. Learn more about JIRA Service Management
TeamViewer empowers you to connect to any device to support anyone, any process, or anything — from anywhere, anytime.
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you. Learn more about SolarWinds Service Desk

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
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 10 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

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 2 weeks ago New

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

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.

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

Basic Helpdesk Application

2.0 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.

José
José
IM Manager in Dominican Republic
Verified LinkedIn User
Oil & Energy, 1,001-5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Good IT Ticking system

5.0 3 weeks ago New

Comments: The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

Pros:

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Cons:

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Ricardo
Ricardo
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

4.0 9 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