Effective ITSM Solution for Enterprise Ticket and Project Management
Use Cases and Deployment Scope
For the last 3+ years, we have been using ManageEngine ServiceDesk Plus as our IT department's main ticketing and project management system. Our users simply email their issues to our IT support email, and it automatically creates a ticket, which we assign to the responsible engineer. It also helps manage project setup, status, priority, schedule, and completion percentage, which is a good option to monitor project progress. There are many more features available, such as asset management and change management. If needed, we can also integrate ADManager and OpManager to generate tickets into ServiceDesk Plus. All of these features can be seen on a summary page, which shows the numbers and analytics in a simple view.
Pros
- It's very simple to submit and handle ticket for both user and Engineer.
- Set some customize template for intent replay or job done reply.
- SLA management is the good option to maintain workflow.
- There is solution option where user can resolve their common issues.
Cons
- ServiceDesk plus need to improve their customization and automation option.
- There is need to more advance Reports & Dashboards option in summary page to Monitor help desk performance.
Return on Investment
- Keeps track of pending and unresolved issues.
- Management can seen the overall summary of IT service and maintenance issue.
- Keeps all history for further issue.
- central place of Monitor hardware/software inventory.
Usability
Alternatives Considered
Jira Service Management
Other Software Used
Freshservice
