5 out of 5.0, Reviewed Oct 17, 2016
The initial sales presentation was the best of all other solutions providers. The engineer was able to advise us on best practices while demonstrating the tool live. The software itself is configurable to accommodate many of our unusual business cases.
Don't get caught in deploying all at once. We used a phased approach to ensure adoption from our internal IT team that uses it, as well as end users experiencing it.
With proper use, enables visibility prioritization of issues/problems.
Better UI for end user experience/SSO.
Deploy this software sooner.
Support is developer based support out of India. Once you reach a level 2 engineer, generally support is great.
5 out of 5.0, Reviewed Jun 16, 2016
The helpdesk has been great at managing tickets and customer requests.
It's worth it.
It's easy to use and versatile.
2 out of 5.0, Reviewed May 10, 2016
Help documents and Support was poor. Support consisted of offers to sell ad hoc training.
Pay special attention to the support model you purchase from the vendor.
Built better help and documentation files.
Deployed only the service desk module.
4 out of 5.0, Reviewed Mar 29, 2016
Its very easy to implement and maintain. Its not as expensive as the world class tools. It Recently achived PINK ITIL verified for Incident Management. It also have a Module for Problem Management, Projects, IT assets, CMDB, service catalog, change management (depending on the version of the product - Professional or Enterprise). It allows you to focus on business priorities rather that invest important time in support an IT Tool. One of the cons could be the level of customization which is not comparable to the World Class tools, which by the way its usually the main reason why those tools are hard to implement or Maintain.
Always check out previous experiences installing and configuring these tools from the software integrators. In our case, the software provider has already templates to gather the information they need from us to do the configuration and customization.
The ease of use and customizing.
One of the cons could be the level of customization which is not comparable to the World Class tools, which by the way its usually the main reason why those tools are hard to implement or maintain.
The vendor needs to have more partners with practical knowledge of the product. Not just resellers.
I would include an ITIL Service consultancy along with the implementation of the software.
4 out of 5.0, Reviewed Oct 5, 2015
ManageEngine SDPLUS is simple to use but a powerful backend enabling one stop shop for incident management, change management, purchasing, contracts, and CDDM. For a low cost solution this is a great application that can stand up to the needs of big organizations.
Ease of use and scaleability.
Could use a bit better support. I suppose the cost is attributed to support. Often the support is not required though.