

What is ManageEngine ServiceDesk Plus?
ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
83 Likeliness to Recommend
95 Plan to Renew
77 Satisfaction of Cost Relative to Value
Emotional Footprint Overview
- Product Experience:
- 72%
- Negotiation and Contract:
- 65%
- Conflict Resolution:
- 80%
- Strategy & Innovation:
- 70%
- Service Experience:
- 81%
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+74 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love ManageEngine ServiceDesk Plus?
Pros
- Efficient Service
- Acts with Integrity
- Respectful
- Caring
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Multi Device Capability
Reporting
Technician Administration
End User Self Serve
Integrated Knowledge Management
Service Catalog
End User Support Solutions
Integration With IT Tools
Multi-Site Functionality
Vendor Capability Ratings
Ease of Implementation
Breadth of Features
Ease of IT Administration
Business Value Created
Quality of Features
Product Strategy and Rate of Improvement
Ease of Data Integration
Usability and Intuitiveness
Availability and Quality of Training
Vendor Support
Ease of Customization
ManageEngine ServiceDesk Plus Reviews
Fellipe S.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Aug 2023
Needs support improvement
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
It's a good product. Easy to use.
What is your favorite aspect of this product?
The fact that it's fully costumazible
What do you dislike most about this product?
The support
What recommendations would you give to someone considering this product?
It's a very steady product with a lot of functionalities
Pros
- Continually Improving Product
- Efficient Service
- Effective Service
- Caring
Please tell us why you think this review should be flagged.

Derek A.
- Role: Information Technology
- Industry: Retail
- Involvement: IT Leader or Manager
Submitted Feb 2023
Good set of tools and features for the cost.
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
Cost, Service now is a better product in my opinion but is significantly more expensive. Mange Engine does still have a great set of features for the cost.
What is your favorite aspect of this product?
Cost and simplicity of the interface. found it easy to navigate.
What do you dislike most about this product?
Not as customisable as Service Now and reporting can be tricky to work around at times
What recommendations would you give to someone considering this product?
If you are on a budget this is a great option
Pros
- Reliable
- Enables Productivity
- Respectful
- Fair
Please tell us why you think this review should be flagged.

Orpha H.
- Role: Information Technology
- Industry: Banking
- Involvement: End User of Application
Submitted Jan 2023
Scalable for current and future needs
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
Until now, information about requests for assistance was somehow shared via email, etc., so there were problems, such as it being inadvertently overlooked and the person in charge not being clear about it and, in the end, no one following up. Manages software inventory, license management, and processes such as procurement, billing, accounting, and audits. We were able to systematize the management of queries and visualize the answers that depended on individual competencies. Hopefully, this will facilitate the response.
What is your favorite aspect of this product?
I think automatically creating requests from support request emails is more valuable than having a single help desk. The frequency of product updates is high, which is good, but from the point of view of update work, it isn't effortless. This practice helps maintain an orderly, controlled and computerized record of all software assets available within the enterprise. Automated discovery collects accurate information about the hardware and operating systems currently installed on all computers and accurately identifies existing software.
What do you dislike most about this product?
The operator concept is good, but it isn't easy to understand other options in detail at the purchase time.
What recommendations would you give to someone considering this product?
IT has the tools to enable scalability without adding too much cost. The job is set up as a template; it is possible to complete it as is. Despite being inexpensive, it has enough features to be used as a service desk. It seems that it can be used for purposes other than service desk because it is possible to customize the ticket category and status quite precisely.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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