ManageEngine ServiceDesk Plus
About ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests. ServiceDesk Plus integrates help desk requests and assets to allow users to manage their IT in an effective way. The software helps users implement ITIL best practices and troubleshoot IT service requests faster.
ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.
ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps users to improve productivity of their IT Service team and keep their end-users happy.
ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows users to document best practices and solutions to common problems in an online knowledge base.
ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let users know the number of over-utilized or under-utilized licenses across their organization.
ServiceDesk Plus can help users maintain a complete product catalog based on product type, that lists all assets owned by their organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction surveys.
Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.
Incident management, Problem management, Change management & CMDB has been implemented with all functionalities.
Key benefits of ManageEngine ServiceDesk Plus
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Reviews
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- Industry: Information Technology & Services
- Company size: Self Employed
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 9.0 /10
A complete, easy to deploy and use, customizable service management solution
Reviewed on 30/01/2022
We implemented it in a hared service center serving more than 40 legal entities, with approximately...
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).
Reasons for Switching to ManageEngine ServiceDesk Plus
Completeness of functions, ITIL orientation, ease of use- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Organization improvement product : ManageEngine ServiceDesk Plus
Reviewed on 07/03/2023
We are really happy with Manageengine servervice desk plus because we get best support and...
We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.
Pros
This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.
Cons
API ,agent base scning network . scnnig need to efficetive becuase we face network issue
- Industry: Higher Education
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 5.0 /10
Way better Service Desk applications out there
Reviewed on 10/10/2018
Pros
When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.
Cons
The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution
Reviewed on 03/03/2023
Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been...
Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.
Pros
ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.
Cons
One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.
- Industry: Retail
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Great product for its money
Reviewed on 20/02/2023
Overall this product is really well made and compared to its competitors is really well priced.
Overall this product is really well made and compared to its competitors is really well priced.
Pros
this product is well made and can be used for almost any company size, the best parts is ticket management and change management.
Cons
there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.
Alternatives Considered
Spiceworks Cloud Help Desk, SysAid, TOPdesk, Freshdesk, JIRA Service Management and System CenterReasons for Choosing ManageEngine ServiceDesk Plus
this product was a better fit for the organization.Switched From
Zendesk SuiteManageEngine ServiceDesk Plus FAQs
Below are some frequently asked questions for ManageEngine ServiceDesk Plus.Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following pricing plans:
- Starting from: US$16.00/month
- Pricing model: Free Version, Subscription
- Free Trial: Available
Q. Who are the typical users of ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does ManageEngine ServiceDesk Plus support?
ManageEngine ServiceDesk Plus supports the following languages:
Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish
Q. Does ManageEngine ServiceDesk Plus support mobile devices?
ManageEngine ServiceDesk Plus supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ManageEngine ServiceDesk Plus integrate with?
ManageEngine ServiceDesk Plus integrates with the following applications:
ManageEngine ADManager Plus, ManageEngine ADSelfService Plus, ManageEngine Applications Manager, ManageEngine Endpoint Central, ManageEngine OpManager, Microsoft 365, Microsoft Outlook, Zoho Analytics
Q. What level of support does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
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