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4.1 out of 5.0 (16 ratings)

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We have aggregated ratings data on ManageEngine but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 5 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    ME ServiceDesk Plus works very well

    Overall Comment

    Installation and configuration went smoothly

    What one piece of advice would you give other prospective customers?

    have an overall plan for use but roll out incrementally

    What do you like most about the product or service?

    ITIL based

    What do you dislike most about the product?

    nothing

    What one thing do you wish the vendor did differently?

    nothing

    If you could start over, what would your organization do differently?

    develop a better plan for rollout


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Implementing the software was straightforward, maintaining it has been a challenge

    Overall Comment

    Our vendor was easy to contact and able to provide us with the information we required, within a reasonable timeframe. They were probably the only ones that could provide us everything we required from a monitoring perspective, within a resaonable cost. We have maintained a working relationship with them since.

    What one piece of advice would you give other prospective customers?

    The software does as required, but requires extensive testing each time a version is released. Definitely use a virtual machine and SQL database to backup and restore with, as the restore process using the ServiceDesk software restore process doesn't work as expected in our environment. When applying updates, create a checklist to confirm what does and doesn't work from the previous rollout, and test accordingly.

    What do you like most about the product or service?

    Provides components that other software doesn't - some other software providers provide some components, while others don't. ServiceDesk Plus contains everything required.

    What do you dislike most about the product?

    The constant problems with releases that are specific to certain companies only, and don't seem to be common issues. Also the software doesn't seem to be Internet Explorer-friendly any more, even though it is supported.

    What one thing do you wish the vendor did differently?

    Provide reviews from other buyers as to what they think of the product

    If you could start over, what would your organization do differently?

    Provide a safe test environment from the beginning and test the software fully, before applying regular updates on the production side. There have been too many rollouts to production that have had to have urgent support tickets logged, to get minor issues resolved.

    Service & support - overall comment

    Usually good response times and persistence in getting our issues resolved.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    The implementation was easy, but the documentation is not so actualizated

    Overall Comment

    Good experience, but a few slow for find Software fixes.

    What one piece of advice would you give other prospective customers?

    dont lose the focus, the product has so many benefits or funcionalities, but don´t forget focus in your needs or your project will turn endless

    What do you like most about the product or service?

    the way to make possible the ITIL proccess easily

    What do you dislike most about the product?

    the way to configure the parameters of serials number for example, this should be possible in the administration module

    What one thing do you wish the vendor did differently?

    don´t leve the costumer alone with the local reseller, in our case the reseller doesn´t make any influen at SDP Implementation problems, when we had software problems.

    If you could start over, what would your organization do differently?

    Maybe we do the project with more strong marketing support.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Implementation was relatively easy,but parts of the API were not documented for conversion

    Overall Comment

    Support is in India which created a communication challenge at times, but we were able to overcome them through email and screen sharing.

    What one piece of advice would you give other prospective customers?

    Dive into the documentation. It has a wealth of knowledge and the API is decent. They update frequently so keep an eye out for new versions that sometimes arrive weekly.

    What do you like most about the product or service?

    Ease of use and implementation. Integration with their other products like Desktop Central

    What do you dislike most about the product?

    Their integration with their other products are only 1 to 1. For example, you can't integrate 2 instances of Desktop Central with 1 instance of ServiceDesk Plus

    What one thing do you wish the vendor did differently?

    Support based in the US due to periodic communication issues

    If you could start over, what would your organization do differently?

    Happy with the result so we would do it the same

    Service & support - overall comment

    They are quick to respond for certain things, but sometimes there is a communication issue where the don't understand the problem. This is usually resolved through email and screenshots.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Support has been a lifesaver

    Overall Comment

    The service desk plus team has been excelent to work with. The product is full of great featurs and allows alot of customization that makes the product easy for us to adapt to use withing multiple departments in our organization. They provide excelent customer service and technical support. I have always been able to get a support person on the phone or to remote access my server to help make changes and trouble shoot.

    What one piece of advice would you give other prospective customers?

    This is a great tool with many freatures and a low cost in comarison to the competion

    What do you like most about the product or service?

    The flexability to create forms and customize reports

    What do you dislike most about the product?

    Not being able to complety cusomize a log on interface for a particular user

    What one thing do you wish the vendor did differently?

    Allowed PM tasks to be loaded as a site admin funciton so site mangers could load their own tasks

    If you could start over, what would your organization do differently?

    I would learn more about best practices and build my designs around them


  • 5 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Is a very practical and novel tool, needs if a more modern renovation in its interface

    Overall Comment

    The tool is complies with the best practices recommended by ITIL and shows a lot of innovation with each version that is available, often the support is a bit slow on the part of the supplier

    What one piece of advice would you give other prospective customers?

    They can choose to use the ServiceDesk plus of manageengine as it can boost the IT services of the companies

    What do you like most about the product or service?

    The ease with which it is attached to the processes of technology

    What do you dislike most about the product?

    Support tends to be slow

    What one thing do you wish the vendor did differently?

    Knowledge of processes to help improve the service

    If you could start over, what would your organization do differently?

    The best elaboration of the service catalog in the tool


  • 5 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Exactly what we were looking for!

    Overall Comment

    After using the trial version we quickly determined this is what we needed to help manage our Help Desk requests. While we don't use all of the functionality, our Account Manager spent time explaining what we can do during our Health Checkup. We are very happy verall with the product.

    Service & support - overall comment

    We have two outstanding support tickets which were never followed up on.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Fairly easy to implement for Asset Mgmt... but there needs to be inprovement in Reporting.

    Overall Comment

    Overall experience has been good. It can be hard to understand their support staff via phone call. It can also be a little hard at times to convey an issue or enhancement request so that they accurately understand what is being presented. Mostly try to use email for communication. There are a lot of pros to using there Asset Mgmt product... but also room from improvement... expectially in the Reporting areas (maining for software reports). Our account manager for this product has been very responsive and appears very interested in our feedback and making the product better.

    What one piece of advice would you give other prospective customers?

    Use email for main support contact. Have limited number of staff using the asset discovery tools and conduct the discovery phases small.

    What do you like most about the product or service?

    Product has good functionality and integrates well with other modules in use.

    What do you dislike most about the product?

    Wish there were more filtering options on the assets page. Wish the reporting features had more filtering options available (expecially with software) and would produce cleaner reports (no graphics) that can easily be manipulated/filtered in (for example) excel (ex. pivot tables).

    What one thing do you wish the vendor did differently?

    I wish that our enhancement requests were addressed quicker. Would also like to have a SD agent console that can be opened on the endpoints for troubleshooting.

    If you could start over, what would your organization do differently?

    We would be more careful using the network scans to import devices as it seems that it has imported devices that we cannot seem to identify. We would keep network scans smaller to help identify unknown devices that show up and keep the network scans limited to one or two staff. We would also be more careful when installed the SD asset agent on VM hosting servers as it appears to import\create a generic record for all the VM's that the server hosts which has created alot of duplicates.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Worth all the money. Easy to Implement, ME covers all our needs and fully support ITIL

    Overall Comment

    In overall, I would rate this product 4 out of 5 stars. ManageEngine fulfilled basically all our needs and expectations. Advantage: user friendly interface, easy to use as a simple user and IT technician, lots of functions what comes to Business process utilization. Very strong community and ManageEngine SDP+ support, the feedback is only positive. Disadvantages: even, we do not use the latest version of this program, it could have less bugs (even these are very minors). ME could be more flexible, what comes to integration with other IT systems. Would nice to have simplified Rest API configurations.

    What one piece of advice would you give other prospective customers?

    Go ahead! This is a fine product if your organization uses processes based on ITIL.

    What do you like most about the product or service?

    Easy to maintain, does not require daily monitoring. Quite stable. Service (referring more likely to Support) works just fine (quick of solving problems related to ME)

    What do you dislike most about the product?

    Integration with other systems, it would be nice to have more options and easier solutions.

    What one thing do you wish the vendor did differently?

    No comments

    If you could start over, what would your organization do differently?

    We do not regret our choice, although sometimes this products missing quick and simple integration with other IT systems. Maybe that would be the only criteria, what would we think a little bit more, when choosing this product.

    Integration & Deployment - Overall comment

    If "Integration" goes under integration with other systems, there is quite many thins where you can impove (on my personally opinion)


  • 3 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Easy to implement, but missing some features

    Overall Comment

    Because the tool is not only used for IT support, it is sometimes a challenge to meet all requirements.

    What one piece of advice would you give other prospective customers?

    Check if the tool will only be used for IT support or also for other support areas

    What do you like most about the product or service?

    Easy to configure

    What do you dislike most about the product?

    Not scaling very well

    What one thing do you wish the vendor did differently?

    Provide scalability

    If you could start over, what would your organization do differently?

    Involve more stakeholders

    Integration & Deployment - Overall comment

    Phased deployment, still in progress for some support groups


Show More Reviews

Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(13)
4.2

Ability to understand your organization's needs

(16)
4.2

Timely and complete response to product questions

(16)
4.0

Pricing and contract flexibility (pricing and terms)

(12)
4.2
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(16)
4.2

How long did your deployment take?

0 - 3 months (<3)

3 - 6 months (<6)

6 - 9 months (<9)

I don't know


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(9)
3.4

Ease of integration using standard APIs and tools

(13)
3.8

Quality and availability of end-user training

(13)
3.8

Ease of deployment

(16)
4.6
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(16)
3.8

Did you purchase a support package from the vendor?

Yes

No

I’m unsure


Timeliness of vendor's response

(15)
3.7

Quality of technical support

(15)
3.7

Quality of peer user community

(13)
4.2
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(16)
4.4

Incident and Problem Management

(16)
4.6

Change, Configuration and Release

(12)
4.4

Self-Service/Request Fulfillment

(12)
4.0

IT Knowledge Management

(13)
4.1

Reporting and SLA Management

(16)
4.2

Process and Workflow Design

(15)
4.2

Data Source/ITOM Tool Integration

(14)
3.8
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Maintenance and Support

Rollout and Install

Technical Assessment

Vendor/Product Selection

Application Lead

Functional Assessment

User Training

Development/Integration

Vendor Management

Executive Sponsor


What other vendors were considered?

ServiceNow

Zendesk

Heat Software

LANDESK

SolarWinds

Freshdesk

Hewlett Packard Enterprise

IBM

OTRS Group

Spiceworks

SysAid

Axios

BMC Software

Cherwell Software

Cisco

ManageEngine

Other...


Why did you purchase an IT Service Support Management Tool?

Improve customer relations/service

Create internal/operational efficiencies

Improve business process outcomes

Improve compliance and risk management

Improve business process agility

Enhance decision making

Improve supplier or partner relations

Drive innovation

Cost management

Other...


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Breadth of services

Strong customer focus

Strong user community

Financial/organizational viability

Pre-existing relationships

Product roadmap and future vision

Strong services expertise

Strong consulting partnership

Other...