About ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus is a help desk software and asset management tool for small, mid-size & large enterprises to manage and troubleshoot IT requests. ServiceDesk Plus integrates help desk requests and assets to allow users to manage their IT in an effective way. The software helps users implement ITIL best practices and troubleshoot IT service requests faster.

ServiceDesk Plus is a customizable and easy-to-implement help desk software with more than 10,000 users worldwide. ServiceDesk Plus is available in 23 different languages.

ManageEngine ServiceDesk Plus is a web based, easy to use Help Desk and Asset Management App with many features such as contract management, purchasing and knowledge management functionalities. It has an ITIL ready version too. By integrating Ticketing, Asset Tracking, Purchasing, service catalog, Contract Management and Knowledge base in one low-cost, easy-to-use package, ServiceDesk Plus helps users to improve productivity of their IT Service team and keep their end-users happy.

ServiceDesk Plus allows end-users to submit tickets through different channels. It automates important workflow tasks, as for example case routing, acknowledging requester, technician notification and handling of SLA rules. The solutions module allows users to document best practices and solutions to common problems in an online knowledge base.

ServiceDesk Plus offers accurate inventory tracking functionality across Windows and Linux workstations. It can also track software licenses and let users know the number of over-utilized or under-utilized licenses across their organization.

ServiceDesk Plus can help users maintain a complete product catalog based on product type, that lists all assets owned by their organization. It can generate Purchase Orders, send them through email and keeps track of outstanding POs & completed purchases. It also provides import of requesters & assets from .csv files & user satisfaction surveys.

Best notable features are Enhanced Active Directory Integration, enhanced purchasing system with approver, business rules for better request management, ability to group similar requests and assign to queues, comprehensive custom reports, announcement boards, enhanced list views, billing based on time spent on request, HTML editors for solutions and notifications, ITIL ready functionalities, agent based scanning, help desk API, mobile integration & more.

Incident management, Problem management, Change management & CMDB has been implemented with all functionalities.

Pricing starting from:

US$495,00/year

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to ManageEngine ServiceDesk Plus

Key benefits of ManageEngine ServiceDesk Plus

  • Access the help desk anytime, anywhere using the serviceDesk Plus iphone app.
  • Create SLA and provide quality services in time, to end users.
  • Flexible knowledge base with option to add unlimited KB articles and allows users to easily search the information.
  • Web based portal to submit service requests & Incidents.
  • Restore normal service of operation quickly with comprehensive incident management tools.
  • Eliminate the root cause effectively and put an end for firefighting of repetitive incidents.
  • Discover every asset in a network with efficient auto discovery options.
  • Provide structured and prompt handling of all changes in IT infrastructure.
  • With the new agent based scanning, users can access any system from the remote network, independent of their location.
  • Stay informed about tickets and keep technicians and end users up to date on the status of the tickets by email and sms.
  • Manage purchases right from the birth of the PO.
  • Auto assign feature distributes tickets based on the existing load on technicians.
  • Manage Contracts with different vendors seamlessly.
  • Automatic email to ticket conversion using email commands.
  • ServiceDesk plus allows users to import users and their information from Active directory and LDAP with a simple easy to use interface.
  • Archive old, unused data and improve helpdesk performance.
  • Support multiple sites and customize configurations for every site according to their unique working procedure.
  • Generate detailed reports about Help desk performance & metrics.
  • Automatically reset the password, by integrating the ticketing system with the Active Directory.
  • Know the satisfaction level of end users with the ServiceDesk Plus survey option.
  • Devices

    Business size

    S M L

    Markets

    Australia, Canada, China, United Kingdom, India, United States

    Supported Languages

    Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish

    Pricing starting from:

    US$495,00/year

    • Free Version
    • Free Trial
    • Subscription

    Top 5 alternatives to ManageEngine ServiceDesk Plus

    Images

    ManageEngine ServiceDesk Plus Software - Check data from centralized dashboard
    ManageEngine ServiceDesk Plus Software - Manage setup with the configuration wizard
    ManageEngine ServiceDesk Plus Software - Search solutions
    ManageEngine ServiceDesk Plus Software - Add requests complete with incident and requester details
    ManageEngine ServiceDesk Plus Software - Access report folders
    ManageEngine ServiceDesk Plus Software - Gain quick access to template categories
    ManageEngine ServiceDesk Plus Software - Manage request workflow
    ManageEngine ServiceDesk Plus Software - View CI details
    ManageEngine ServiceDesk Plus Software - Configure workflow for change management
    ManageEngine ServiceDesk Plus Software - Check tasks and manage approvals
    ManageEngine ServiceDesk Plus Software - View all SLA based mail escalations
    ManageEngine ServiceDesk Plus Software - Access reports on service requests
    ManageEngine ServiceDesk Plus Software - View projects, and track their status, priority, owner, and more
    ManageEngine ServiceDesk Plus Software - Check emails and mail server issues, and check their status and priority
    ManageEngine ServiceDesk Plus Software - Track progress
    ManageEngine ServiceDesk Plus Software - View request details
    ManageEngine ServiceDesk Plus Software - View project details
    ManageEngine ServiceDesk Plus Software - Access IT asset information
    View 26 more
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus video
    ManageEngine ServiceDesk Plus Software - Check data from centralized dashboard
    ManageEngine ServiceDesk Plus Software - Manage setup with the configuration wizard
    ManageEngine ServiceDesk Plus Software - Search solutions
    ManageEngine ServiceDesk Plus Software - Add requests complete with incident and requester details
    ManageEngine ServiceDesk Plus Software - Access report folders
    ManageEngine ServiceDesk Plus Software - Gain quick access to template categories
    ManageEngine ServiceDesk Plus Software - Manage request workflow
    ManageEngine ServiceDesk Plus Software - View CI details
    ManageEngine ServiceDesk Plus Software - Configure workflow for change management
    ManageEngine ServiceDesk Plus Software - Check tasks and manage approvals
    ManageEngine ServiceDesk Plus Software - View all SLA based mail escalations
    ManageEngine ServiceDesk Plus Software - Access reports on service requests
    ManageEngine ServiceDesk Plus Software - View projects, and track their status, priority, owner, and more
    ManageEngine ServiceDesk Plus Software - Check emails and mail server issues, and check their status and priority
    ManageEngine ServiceDesk Plus Software - Track progress
    ManageEngine ServiceDesk Plus Software - View request details
    ManageEngine ServiceDesk Plus Software - View project details
    ManageEngine ServiceDesk Plus Software - Access IT asset information

    Features

    Total features of ManageEngine ServiceDesk Plus: 77

    • API
    • Activity Tracking
    • Alerts / Escalation
    • Alerts/Notifications
    • Approval Process Control
    • Asset Lifecycle Management
    • Asset Tracking
    • Assignment Management
    • Audit Trail
    • Automated Routing
    • Availability Management
    • Barcoding/RFID
    • CMDB
    • Call Center Management
    • Categorisation/Grouping
    • Change Management
    • Check-in/Check-out
    • Collaboration Tools
    • Commenting/Notes
    • Compliance Tracking
    • Configuration Management
    • Contract/License Management
    • Cost Tracking
    • Customer History
    • Customer Support
    • Customizable Branding
    • Customizable Fields
    • Customizable Reports
    • Dashboard
    • Depreciation Management
    • Disposal Management
    • Document Management
    • Document Storage
    • Email Management
    • Email Templates
    • Full Text Search
    • Help Desk Management
    • IT Asset Management
    • IT Incident Management
    • Incident Management
    • Incident Reporting
    • Inventory Management
    • Issue Auditing
    • Issue Management
    • Issue Scheduling
    • Knowledge Base Management
    • Knowledge Management
    • Location Tracking
    • Mobile Access
    • Monitoring
    • Multi-Channel Communication
    • Network Monitoring
    • Prioritization
    • Problem Management
    • Procurement Management
    • Project Management
    • Projections
    • Purchase Order Management
    • Real Time Reporting
    • Real-Time Chat
    • Recurring Issues
    • Release Management
    • Remote Access/Control
    • Reporting & Statistics
    • Reporting/Analytics
    • Scheduled / Automated Reports
    • Self Service Portal
    • Service Catalog
    • Service Level Agreement (SLA) Management
    • Service Reporting
    • Supplier Management
    • Support Ticket Management
    • Surveys & Feedback
    • Task Management
    • Third Party Integrations
    • Ticket Management
    • Workflow Management

    Alternatives

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    Reviews

    Overall rating

    4,3 /5
    (167)
    Value for Money
    4,2/5
    Features
    4,3/5
    Ease of Use
    4,2/5
    Customer Support
    4,1/5

    Already have ManageEngine ServiceDesk Plus?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 167
    Jaime isai O.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    ServiceDesk Plus ManageEngine

    Reviewed on 2022/06/23

    Its a great tool, I do really recommend it to every IT organization, it was a great experience to...

    Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

    Pros

    More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

    Cons

    Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

    Gerardo V.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    A very customizable ITSM tool

    Reviewed on 2022/05/18

    ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/inci...

    ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

    Pros

    The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

    Cons

    The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

    Alternatives Considered

    ServiceNow Customer Service Management and Zendesk

    Reasons for Choosing ManageEngine ServiceDesk Plus

    The interface of ServiceDesk Plus is most friendly for the end users and technicians.

    Switched From

    FootPrints

    Reasons for Switching to ManageEngine ServiceDesk Plus

    ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.
    Mark S.
    Overall rating
    • Industry: Financial Services
    • Company size: 201-500 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 5.0 /10

    Basic Helpdesk Application

    Reviewed on 2016/12/05

    Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for...

    Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

    Pros

    ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

    Cons

    ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

    Ricardo D.
    Overall rating
    • Industry: Legal Services
    • Company size: 501-1 000 Employees
    • Used Daily for 1+ year
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 5.0 /10

    Manage Engine Service Desk Review

    Reviewed on 2022/03/05

    We used it as a ticket system for IT but overall did not like the experience.

    We used it as a ticket system for IT but overall did not like the experience.

    Pros

    It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

    Cons

    There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

    Sergio D.
    Overall rating
    • Industry: Information Technology & Services
    • Company size: Self Employed
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Likelihood to recommend 9.0 /10

    A complete, easy to deploy and use, customizable service management solution

    Reviewed on 2022/01/30

    We implemented it in a hared service center serving more than 40 legal entities, with approximately...

    We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

    Pros

    It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup.
    Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

    Cons

    As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

    Alternatives Considered

    Spiceworks, SysAid, ServiceNow and osTicket

    Reasons for Switching to ManageEngine ServiceDesk Plus

    Completeness of functions, ITIL orientation, ease of use
    Showing 5 reviews of 167 Read all reviews

    ManageEngine ServiceDesk Plus FAQs

    Below are some frequently asked questions for ManageEngine ServiceDesk Plus.

    ManageEngine ServiceDesk Plus offers the following pricing plans:

    • Starting from: US$495,00/year
    • Pricing model: Free Version, Subscription
    • Free Trial: Available

    ManageEngine ServiceDesk Plus has the following typical customers:

    Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001-5 000

    ManageEngine ServiceDesk Plus supports the following languages:

    Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish

    ManageEngine ServiceDesk Plus supports the following devices:

    Android (Mobile), iPhone (Mobile), iPad (Mobile)

    ManageEngine ServiceDesk Plus integrates with the following applications:

    ManageEngine ADManager Plus, ManageEngine ADSelfService Plus, ManageEngine Applications Manager, ManageEngine Endpoint Central, ManageEngine OpManager, Microsoft 365, Microsoft Outlook, Zoho Analytics

    ManageEngine ServiceDesk Plus offers the following support options:

    Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat

    Related categories

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