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

Miguel N.

  • Role: Information Technology
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2022

Good ITSM solution with room to improve

Likeliness to Recommend

10 /10

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

Nathan C.

  • Role: Information Technology
  • Industry: Manufacturing
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Nov 2021

Easy to implement, use but can get costly quick

Likeliness to Recommend

10 /10

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

Lemsreng L.

  • Role: Information Technology
  • Industry: Manufacturing
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2021

Full feature for IT process & follow process ITIL

Likeliness to Recommend

7 /10

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

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