ManageEngine ServiceDesk Plus

What differentiates ManageEngine ServiceDesk Plus from other similar products?

Multiple modules and workflow customisations

What is your favorite aspect of this product?

Ability to split into multiple instances for each department

What do you dislike most about this product?

Service responsiveness and timeliness needs to improve

What recommendations would you give to someone considering this product?

Try before you buy

What differentiates ManageEngine ServiceDesk Plus from other similar products?

Through the use of this tool we have been able to provide quick solutions to many problems without too much effort. The ability to automate IT responses to tickets is amazing, as is the automatic ticket assignment which saves us all a lot of work. I like their built-in approval system and how easy it is to track all open tickets to make sure everything is flowing in the right order and that no tickets are left unanswered.

What is your favorite aspect of this product?

I really like ServiceDesk Plus because of the ease of use, highly intuitive interface and features to manage assets, changes and more in one platform. We are currently using it in 80% of our company and have had promising results, it has allowed us to effectively manage all incidents and IT in the organization. A striking quality is how effective it is at tracking tickets and the garden of knowledge that can be retained to provide quick solutions to common problems that our internal users and customers may have.

What do you dislike most about this product?

We have experienced short delays in receiving tickets and slow response times from the platform sometimes, it has not happened consistently, however it may also be due to the quality of our internet connection on those occasions.

What recommendations would you give to someone considering this product?

There are many alternatives on the market for working with IT, however, this is the best option for small to medium sized businesses in every way, from design and operation to support and price.

What differentiates ManageEngine ServiceDesk Plus from other similar products?

ManageEngine ServiceDesk Plus is the best ITSM and ESM (Enterprise Service Module) helpdesk system in the industry. It is used by my company's IT department as well as two other critical departments. Because of its ease of use, friendly GUI, and ITIL practices, ManageEngine ServiceDesk Plus is the best ITSM platform for any company to use. Its unique feature is that it is built on the ITIL framework, which allows us to scale as needed. Incident management. Administration of assets. Services catalogue. Problem solving. Change Management. It is used by approximately 75% of the organization to log help requests with the IT department.

What is your favorite aspect of this product?

It allows us to keep track of all of our ongoing assistance requests and assign them to the appropriate technician. It also allows for the keeping of a record of fixes/changes that is accessible to anyone in the IT department. End-user ticket logging enables them to keep track of the status of their assistance requests. It has an agent that can be installed on machines and returns data on installed software, active times, logged on users, and so on. Larger projects, as well as end-user help tickets, can be managed within ManageEngine ServiceDesk, where progress/milestones, etc., can be recorded. Active Directory user import.

What do you dislike most about this product?

Reporting tools; report features can be limited, and obtaining detailed information can be difficult. You can specify required fields in the ticket template that the user must fill out before submitting the ticket; however, this is not always enforced correctly.Take care not to select all tickets when attempting to select the top row ticket. We experienced this twice, and we assigned all open tickets to a single technician. It only took a few minutes to repair. At times, the site can be a little slow to respond. I'm not sure if this is an issue with our network or with the program itself. Administration of users. Assigning automatically.

What recommendations would you give to someone considering this product?

Active Directory user import, which updates automatically when users are added/removed and connects their ManageEngine ServiceDesk accounts to their email addresses to enable email alerts. ManageEngine ServiceDesk plus appears to be well-suited to both large and small organizations; the asset management tool, in particular, is extremely useful, allowing tickets to be linked to both the relevant machine and the user. It can also track your support contracts and send you email alerts when one is about to expire. You can also use it to keep track of solutions and build a knowledge base. ManageEngine has been one of the best products.