ManageEngine ServiceDesk Plus Logo
ManageEngine ServiceDesk Plus Logo
ManageEngine

ManageEngine ServiceDesk Plus

Composite Score
7.0 /10
CX Score
7.2 /10
Category
ManageEngine ServiceDesk Plus
7.0 /10

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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Awards & Recognition

ManageEngine ServiceDesk Plus won the following awards in the IT Service Management - Midmarket category

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ManageEngine ServiceDesk Plus Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on ManageEngine ServiceDesk Plus.

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

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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?

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6% Negative
18% Neutral
76% Positive

Pros

  • Efficient Service
  • Acts with Integrity
  • Respectful
  • Caring

Feature Ratings

Average 76

Multi Device Capability

80

Reporting

78

Technician Administration

78

End User Self Serve

77

Integrated Knowledge Management

77

Service Catalog

76

End User Support Solutions

75

Integration With IT Tools

73

Multi-Site Functionality

72

Vendor Capability Ratings

Average 74

Ease of Implementation

78

Breadth of Features

78

Ease of IT Administration

78

Business Value Created

77

Quality of Features

77

Product Strategy and Rate of Improvement

75

Ease of Data Integration

72

Usability and Intuitiveness

72

Availability and Quality of Training

69

Vendor Support

69

Ease of Customization

66

ManageEngine ServiceDesk Plus Reviews

Fellipe S.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2023

Needs support improvement

Likeliness to Recommend

5 /10

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

Derek A.

  • Role: Information Technology
  • Industry: Retail
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2023

Good set of tools and features for the cost.

Likeliness to Recommend

8 /10

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

Orpha H.

  • Role: Information Technology
  • Industry: Banking
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2023

Scalable for current and future needs

Likeliness to Recommend

9 /10

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

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