ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

Cloud IT Help Desk Software

4.3/5 (130 reviews)

ManageEngine ServiceDesk Plus Overview

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
Pricing options
Free Trial
One Time License
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 5 others, India, Latin America, Middle-East and Africa, United Kingdom, United States

Supported Languages

Arabic, Chinese (Simplified), Chinese (Traditional), Danish, Dutch and 13 others, English, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish

ManageEngine ServiceDesk Plus Reviews

Overall rating
4.3/5
84% positive reviews
67
Excellent
42
Very good
15
Average
3
Poor
3
Terrible
Basil M.

Exactly as they advertise. Big 4's are a pain.

Reviewed on 2015/12/03
Review Source

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus.

ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault).

One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

Pros

1. Light-weight and highly responsive. Intuitive interface.
2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki).
3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus.

4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Cons

Nothing major, but would like to see improvements in the following areas:
1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools.
2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature).
3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Best Service desk Software

Used Daily for 1+ year
Reviewed on 2019/02/13
Review Source: Capterra

We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Pros

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions.

Following are the most impressive features of the Service Desk

+ Easy Cloud integration
+ Best Asset management tools.
+ Best Reporting Tools.
+ Quality management capability of the staff

Cons

+ Hard to implements
+ Lack of administration documentation
+ Quite Expensive( but worth for money)

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Leia P.

ManageEngine has Streamlined our Helpdesk!

Used Daily for 2+ years
Reviewed on 2018/07/02
Review Source: Capterra

We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Pros

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Cons

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ryan C.

ManageEngine ServiceDesk Plus (MSP)

Used Daily for 2+ years
Reviewed on 2018/11/19
Review Source

Pros

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Cons

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

Rating breakdown

Ease of Use

Likelihood to recommend

9.0/10
Sam L.

Great Helpdesk app for a great price

Used Daily for 2+ years
Reviewed on 2019/04/05
Review Source: Capterra

Since starting new with no prior knowledge of the application, tried Free version for 2 years before even needing to get licensed version, and that was just for support. Ease of setup and customization made this product work fro our Company. We handle about 400 tickets a week and now have over 110K tickets through this system. Highly recommend for any small or medium sized business.

Pros

Ease of use, options for tickets, reporting, dashboard at-a-glance widgets, customization of templates, catagories, preventive maintenance scheduling, ease of setup and configuration. Stability of application.

Cons

Too many updates, and update procedure not an easy process. Should be Click here to upgrade to latest vesion, and it does it all for you. Support isn't very helpful when needed for custom reports, try to get you to Zoho Reporting, another cost I don't want

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
User Recommendation
8.2/10
Based on 130 reviews
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ManageEngine ServiceDesk Plus Pricing

Starting from
US$495,00/year
Pricing options
Free Trial
One Time License
Subscription
Value for money

Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

Value for Money
4.2/5
Based on 130 reviews
Compare value for money rating with alternatives

ManageEngine ServiceDesk Plus Features

  • API
  • Alerts / Escalation
  • Automatic Notifications
  • Monitoring
  • Projections
  • Real Time Reporting
  • Reporting & Statistics
  • Third Party Integration
  • Workflow Management

  • Access Control
  • Activity Dashboard
  • Activity Tracking
  • Application Integration
  • Auditing
  • Collaboration Tools
  • Data Import/Export
  • Drag & Drop Interface
  • Real Time Data
  • Real Time Monitoring
  • SSL Security
Features
4.3/5
Based on 130 reviews
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Additional information for ManageEngine ServiceDesk Plus

Key features of ManageEngine ServiceDesk Plus

  • Agent scanning
  • Alerts / escalation
  • Approval process control
  • Archiving & retention
  • Asset discovery
  • Asset lifecycle management
  • Asset management
  • Asset management
  • Automatic lead distribution
  • Automatic notifications
  • Automatic ticket dispatch
  • Best practice ITSM workflows
  • Business rules
  • CMDB
  • Cataloging
  • Categorization
  • Change management
  • Change order management
  • Charting
  • Codeless customizations
  • Commenting
  • Contract management
  • Custom fields
  • Customer history
  • Customizable reporting
  • Email integration
  • Email notifications
  • Email templates
  • Employee self service
  • Escalation management
  • Gantt charts
  • Help desk management
  • Help desk reports
  • IT asset tracking
  • IT project management
  • ITIL compatible
  • Incident management
  • Inventory management
  • Knowledge base
  • Lead assignment
  • Mobile integration
  • Monitoring
  • Multi-channel management
  • Multi-site support
  • POS
  • Performance support
  • Powerful integrations with IT management apps
  • Prioritizing
  • Problem management
  • Project management
  • Project workflow
  • Projections
  • Purchase order management
  • Real time reporting
  • Reporting & statistics
  • Rules based algorithms
  • SLA management
  • SMS integration
  • Scheduled reporting
  • Self service portal
  • Service catalog
  • Smart automation
  • Software asset management
  • Software license management
  • Software management
  • Surveys & feedback
  • Third party integration
  • Timer
  • Timesheets
  • Trouble ticketing
  • Workflow management

Benefits

  • 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.

  • GetApp Analysis

    With the aim to transform IT service desks around the world, ManageEngine ServiceDesk Plus is a unified IT management platform that covers essential functions: ticket tracking from creation to closing, IT asset and non-asset management, incident and problem resolution, infrastructure change management, service catalog, CMDB (configuration management database), purchase order and contract management, SLA (service level agreement) monitoring, and IT project management.

    ServiceDesk Plus is equipped with a dashboard that displays in real time a consolidated, single view of support requests, infrastructure changes, software updates, and a whole lot more. ManageEngine ServiceDesk Plus offers native mobile apps for Android and iOS devices for on-the-go IT service management.

    Once logged in to ServiceDesk Plus as a technician, your personal homepage displays all the essential information you need to know, such as a summary of the requests assigned to you (overdue, due today, and pending), your tasks, and announcements.

    What is ManageEngine ServiceDesk Plus?

    Used by 100,000+ organizations and approximately 750,000 technicians from more than 185 countries, ManageEngine ServiceDesk Plus is an online IT systems platform focused on various IT management processes. The helpdesk management functionality ensures your technicians are able to resolve relevant end-user issues as efficiently as possible and keep your daily operations functioning as they should.

    The IT asset management feature provides system administrators with the requisite tools to monitor and control the performance of their IT infrastructure, so they can minimize the possibly debilitating business effects of changes, problems, and incidents, get down to their root causes, and prevent them from happening again.

    The helpdesk dashboard displays a summary view of all helpdesk requests, including SLA violations. These can be filtered by site, priority, technician, category, or mode.

    ManageEngine ServiceDesk Plus Main Features

    Helpdesk Management

    ManageEngine ServiceDesk Plus is, at the core, a helpdesk solution. The Requests tab in your ServiceDesk Plus portal aggregates all requests forwarded to the support team. Requests can be auto-assigned according to predefined business rules to the most qualified technician or support group, unassigned from a previous technician, picked up by an available technician, and edited to include a description of the resolution. A start/stop timer is also available to help technicians comply with SLAs.

    Helpdesk requests come in two forms: incident requests, such as a printer not printing, and service requests, such as software installation in workstations. In the request list view, filters can be used to easily locate the requests matching certain criteria such as open, unassigned, overdue, due today, pending approval, and so on. Individual requesters can log in to their ServiceDesk Plus self-service portal where they can track the status of their helpdesk requests, as well as search the knowledge base for solutions to their queries. In case they forget their password, a self-reset password tool is available.

    IT teams can showcase IT offerings to end users by building a service catalog. Each IT service offered can have approval workflows, SLAs, and tasks associated to it.

    The Requests tab is where all requests are stored.

    Asset Management

    The ManageEngine ServiceDesk Plus asset management module monitors and controls an organization’s IT and non-IT assets. These include workstations, routers, switches, printers, access points, hardware components such as mouse, keyboard, and printer inks, and even office fixtures and equipment such as tables, chairs, furniture, phones, and projectors.

    Software asset management, on the other hand, helps you keep track of installed software licenses, how frequently the software is being used or if it is being used at all. Scheduled scans ensure continued software compliance by auto-detecting unauthorized software installations. There are also integrated modules to cover the entire life cycle of the purchase order and contracts management process.

    The Assets tab provides essential data on all of your assets - IT, non-IT, virtual hosts, software, and groups.

    IT Project Management

    The ManageEngine ServiceDesk Plus project management feature allows you to manage IT projects, such as the upgrade of datacenter servers or replacement of phone devices. It contains features like a project workflow engine that moves tasks through to completion, project roles that determine a user’s access permissions, milestones so teams know how their efforts stack against the project’s objectives, tasks that make up the work breakdown structure and their dependencies.

    A Gantt chart view for a quick snapshot into the progress of the project is available, so are timesheets, a project overview map, comments for discussions, and the History tab that lists every project event. Requests and changes can be associated with projects.

    The Projects tab collates everything you need to know about your IT projects, including the details, milestones, tasks, timesheets, members, the associated requests, conversations, and history.

    Change Management

    When changes to your infrastructure occur, the ManageEngine ServiceDesk Plus change management module is in place to minimize their adverse effects and maximize the service quality improvement IT changes can bring to your operations. This feature follows a six-stage workflow process: submission, planning, approval, implementation, review, and closing.

    Reminders regarding changes can be set up. Aside from them showing up in the Quick Actions dropdown in your ServiceDesk Plus screen, you can opt to send yourself an email hours or days before the changes are rolled out. Change-related notifications can also be sent out, even broadcast to involved users and technicians on their announcement boards.

    The Changes tab shows all change requests, including their priority designations and approval statuses.

    Predefined and Custom Reports

    ServiceDesk Plus comes with out-of-the-box reports, such as reports on incident and service requests, completed requests regardless of type, requests that violate SLAs, pending requests, time spent by technicians on requests, surveys, workstations and servers, purchase versus installed software, and many more.

    Custom reports tailored to your unique requirements can be created straight from the ServiceDesk Plus user interface, as well as query reports, flash reports, and new scheduled reports. Report settings can be customized, such as the size of each column, the format of your reports’ date and time, if links should be disabled, and so on.

    Preset ServiceDesk Plus reports are available. Custom reports can likewise be created.

    ManageEngine ServiceDesk Plus Integrations

    ManageEngine ServiceDesk Plus carries ready-made integrations with apps such as ManageEngine OpManager for network and incident management, ManageEngine Desktop Central for the management of Windows desktops, Zoho Reports for helpdesk analytics, and ManageEngine ADSelfService Plus for self-service password resets.

    It has a REST API that allows IT teams to integrate existing applications with ServiceDesk Plus, so you can seamlessly share information between apps. The API also automatically turns monitoring alarms or triggers into helpdesk tickets.

    ManageEngine ServiceDesk Plus Pricing

    ManageEngine ServiceDesk Plus offers three pricing editions: Standard, Professional, and Enterprise. Standard, which is forever free, covers helpdesk management and can accommodate an unlimited number of users, tickets, and technicians. Professional, which starts at $395 per month, includes helpdesk and asset management features.

    The Enterprise edition, starting at $995 per month, comes with helpdesk, asset management, and IT project management functions.

    ManageEngine ServiceDesk Plus Bottom Line

    • IT service management software that can be deployed on premise or as a cloud-based platform
    • Covers helpdesk, asset management, problem and change, SLA and CMDB, and project management functions
    • Comprehensive knowledge base and self-service portals to empower end users
    • Integrated with network monitoring, desktop management, and active directory management platforms for end-to-end IT management
    • Has native apps for Android, iPhone, and iPad devices
    • Besides English, available in 18 other languages

    ManageEngine 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: One Time License, Subscription

    Free Trial: Available

    Reduce IT Support Costs. Powerful Plans To Supercharge IT Support.

    Q. What are the main features of ManageEngine ServiceDesk Plus?

    ManageEngine ServiceDesk Plus offers the following features:

    • Agent scanning
    • Alerts / escalation
    • Approval process control
    • Archiving & retention
    • Asset discovery
    • Asset lifecycle management
    • Asset management
    • Asset management
    • Automatic lead distribution
    • Automatic notifications
    • Automatic ticket dispatch
    • Best practice ITSM workflows
    • Business rules
    • CMDB
    • Cataloging
    • Categorization
    • Change management
    • Change order management
    • Charting
    • Codeless customizations
    • Commenting
    • Contract management
    • Custom fields
    • Customer history
    • Customizable reporting
    • Email integration
    • Email notifications
    • Email templates
    • Employee self service
    • Escalation management
    • Gantt charts
    • Help desk management
    • Help desk reports
    • IT asset tracking
    • IT project management
    • ITIL compatible
    • Incident management
    • Inventory management
    • Knowledge base
    • Lead assignment
    • Mobile integration
    • Monitoring
    • Multi-channel management
    • Multi-site support
    • POS
    • Performance support
    • Powerful integrations with IT management apps
    • Prioritizing
    • Problem management
    • Project management
    • Project workflow
    • Projections
    • Purchase order management
    • Real time reporting
    • Reporting & statistics
    • Rules based algorithms
    • SLA management
    • SMS integration
    • Scheduled reporting
    • Self service portal
    • Service catalog
    • Smart automation
    • Software asset management
    • Software license management
    • Software management
    • Surveys & feedback
    • Third party integration
    • Timer
    • Timesheets
    • Trouble ticketing
    • Workflow management

    Q. Who are the typical users of ManageEngine ServiceDesk Plus?

    ManageEngine ServiceDesk Plus has the following typical customers:

    Freelancers, Large Enterprises, Mid Size Business, Small Business

    Q. What languages does ManageEngine ServiceDesk Plus support?

    ManageEngine ServiceDesk Plus supports the following languages:

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

    Q. What type of pricing plans does ManageEngine ServiceDesk Plus offer?

    ManageEngine ServiceDesk Plus has the following pricing plans:

    One Time License, Subscription

    Q. Does ManageEngine ServiceDesk Plus support mobile devices?

    ManageEngine ServiceDesk Plus supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does ManageEngine ServiceDesk Plus integrate with?

    ManageEngine ServiceDesk Plus integrates with the following applications:

    Applications Manager, CloudMonix, ComAround Knowledge, Help Desk Migration, ManageEngine Desktop Central, ManageEngine OpManager, Zoho Analytics, Zoho Assist, Zoho Cliq, xMatters

    Q. What level of support does ManageEngine ServiceDesk Plus offer?

    ManageEngine ServiceDesk Plus offers the following support options:

    FAQs, Forum, Online Support, Phone Support