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
Devices
Business size
Markets
Australia, Canada, China, United Kingdom, India, United States and 1 others
Supported Languages
Arabic, Chinese, Danish, Dutch, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Traditional Chinese, Turkish and 13 others
Pricing starting from:
US$495,00/year
- Free Version
- Free Trial
- Subscription
Top 5 alternatives to ManageEngine ServiceDesk Plus
Images
Features
Total features of ManageEngine ServiceDesk Plus: 77
Alternatives
Zendesk
SysAid
Spiceworks
Freshdesk
Reviews
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- Industry: Information Technology & Services
- Company size: 201-500 Employees
- Used Daily for 2+ years
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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.
- 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.
Reasons for Choosing ManageEngine ServiceDesk Plus
The interface of ServiceDesk Plus is most friendly for the end users and technicians.Switched From
FootPrintsReasons 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.- 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.
- 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
- 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).
Reasons for Switching to ManageEngine ServiceDesk Plus
Completeness of functions, ITIL orientation, ease of useManageEngine ServiceDesk Plus FAQs
Below are some frequently asked questions for ManageEngine ServiceDesk Plus.Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following pricing plans:
- Starting from: US$495,00/year
- Pricing model: Free Version, Subscription
- Free Trial: Available
Q. Who are the typical users of ManageEngine ServiceDesk Plus?
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
Q. What languages does ManageEngine ServiceDesk Plus support?
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
Q. Does ManageEngine ServiceDesk Plus support mobile devices?
ManageEngine ServiceDesk Plus supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does ManageEngine ServiceDesk Plus integrate with?
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
Q. What level of support does ManageEngine ServiceDesk Plus offer?
ManageEngine ServiceDesk Plus offers the following support options:
Email/Help Desk, FAQs/Forum, Phone Support, 24/7 (Live rep), Chat
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