#1 most frequent
United States of America
61.9%683 installations of 1,104
What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
Categories & Use Cases
Top Performing Features
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 8.3
Configuration mangement
Database for tracking and reporting all business assets
Category average: 8.6
Service-level management
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Category average: 8.6
Areas for Improvement
Policy and contract enforcement
Ensuring that requesters have eligibility before fullfullment
Category average: 7.9
Expert directory
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
Category average: 7.9
Service restoration
Impact assessment and automated fixes for common problems
Category average: 8.2
Who Buys & Uses ManageEngine ServiceDesk Plus
#2 most frequent
Canada
8.1%89 installations of 1,104
#3 most frequent
United Kingdom of Great Britain and Northern Ireland
6.2%68 installations of 1,104
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
Service desk software that's easy to set up and use
Use Cases and Deployment Scope
Reporting in our previous help desk instance was terrible, I looked into different providers that also allowed more customisation of reports. One that came out consistently in the top three for what we were looking for was ServiceDesk Plus. I ended up implementing it on prem within a day then spent the next day exploring and customising the instance so we could get the most out of it. it was to be used as our primary help desk along side tracking changes and managing our change process.
Pros
- Change management
- Asset tracking
- Invoicing
- Helpdesk
Cons
- License cost per technician
Return on Investment
- Better overview of estate
Usability
Other Software Used
ManageEngine Endpoint Central
ManageEngine Service Desk Plus is essential to implementing ITSM in an enterprise
Use Cases and Deployment Scope
We transitioned off of a free ticketing system that was end of life to MESDP. At the time, we were looking to integrate with our DEV team, which uses Jira, and MESDP has an integration that creates tickets into their system. Additionally, MESDP closely follows ITIL standards for Service Desk Management.
Pros
- inventory management
- incident tracking and resolution
- problem management
- project management
- service catalog
Cons
- it seems on-prem implementations have more customizations we have at times looked for
- reporting could be improved; i.e. a way to combine time from work logs in Projects to work logs from service desk tickets when on the same technician
Return on Investment
- i feel like MESDP elevated our entire team; organizing and prioritizing our work, providing timely feedback
- our asset management is top notch and an example for the entire organization
Usability
Alternatives Considered
Spiceworks Help Desk
Other Software Used
ManageEngine Patch Manager Plus
One of the best Incident Management tools
Use Cases and Deployment Scope
We are using Manage Engine ServiceDesk Plus as our incident management solution. Our users are opening tickets through ServiceDesk PLus with selecting right categories and options, then tickets are assigning to related technical support agents. With this workflow, we can control and monitoring our incident management process. Also this tool provide us a chance to show our effort on tickets.
Pros
- Easy to use
- Manage workflows
- Reporting of tickets
Cons
- Sometimes it gets crashed
- Updates are must be more often
- Some documentation are not so accurate
Return on Investment
- High cost
- User management
- Documentation
- Lack number of updates
Alternatives Considered
Jira Service Management (Jira Service Desk)
Other Software Used
Jira Service Management (Jira Service Desk)
A good all-round tool for any IT department
Pros
- Ticket logging for end users, so they can see the progress on their help requests
- Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
- Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
- Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
Cons
- Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
- You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
Return on Investment
- It has provided better visibility to upper management in terms of the scale of the workload of the IT department
- It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
- It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked
Alternatives Considered
Spiceworks Help Desk
Other Software Used
Darktrace, Veeam Backup & Replication, Veeam Backup for Microsoft Office 365
