

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

Miguel N.
- Role: Information Technology
- Industry: Consulting
- Involvement: Business Leader or Manager
Submitted Feb 2022
Good ITSM solution with room to improve
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
This software is unique is easy to use and offers on-premise and cloud installations, very easy to use but some times things can be unclear if you dont know what you are actually doing.
What is your favorite aspect of this product?
offers on-premise and cloud installations
What do you dislike most about this product?
APP store mostly paid integrations
What recommendations would you give to someone considering this product?
Good software if you know what you are getting into, for advance ITSM companies
Pros
- Trustworthy
- Efficient Service
- Effective Service
- Caring
Please tell us why you think this review should be flagged.

Nathan C.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Nov 2021
Easy to implement, use but can get costly quick
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
The solution we are on is completely cloud based which was a huge factor in why we chose the ManageEngine solution.
What is your favorite aspect of this product?
Integration with other Manage Engine products such as Analytics and Desktop Central. This helps our IT team as everything is all in one please and easy to view.
What do you dislike most about this product?
Sometimes with Errors you dont get a clear message about what is causing the error. The support forums do tend to have the answer and so do support but this can take a little trail and error.
What recommendations would you give to someone considering this product?
When implementing try to plan ahead for things like categories and also assets. In General its a fantastic product but there are a few niggles which would be nice to see ironed out rather. Defiantly a great asset to any company who is currently trying to run a service desk through their emails currently.
Pros
- Enables Productivity
- Includes Product Enhancements
- Helps Innovate
- Reliable
Cons
- Vendor's Interest First
Please tell us why you think this review should be flagged.
Lemsreng L.
- Role: Information Technology
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Sep 2021
Full feature for IT process & follow process ITIL
Likeliness to Recommend
What differentiates ManageEngine ServiceDesk Plus from other similar products?
Product Enterprise, Email manage, Customize and Smart.
What is your favorite aspect of this product?
User interface friendly.
What do you dislike most about this product?
Alert Notification it require check.
What recommendations would you give to someone considering this product?
Improve service IT support, faster, and have visibility of Service IT activity working.
Pros
- Reliable
- Effective Service
- Performance Enhancing
- Enables Productivity
Cons
- Slower Product Innovation
- Commodity Features
Please tell us why you think this review should be flagged.
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