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3.8 out of 5.0 (4 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

    Easy to use making it easy to support others.

    Overall Comment

    The helpdesk has been great at managing tickets and customer requests.

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

    It's worth it.

    What do you like most about the product or service?

    It's easy to use and versatile.

    What one thing do you wish the vendor did differently?

    More customization.


  • 2 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Cheap Starter Service Desk tool. Not super flexible.

    Overall Comment

    Help documents and Support was poor. Support consisted of offers to sell ad hoc training.

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

    Pay special attention to the support model you purchase from the vendor.

    What do you like most about the product or service?

    low cost.

    What do you dislike most about the product?

    poor support.

    What one thing do you wish the vendor did differently?

    Built better help and documentation files.

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

    Deployed only the service desk module.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus,Other...

    Its very easy to implement and maintain.

    Overall Comment

    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.

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

    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.

    What do you like most about the product or service?

    The ease of use and customizing.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    The vendor needs to have more partners with practical knowledge of the product. Not just resellers.

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

    I would include an ITIL Service consultancy along with the implementation of the software.


  • 4 out of 5.0, Reviewed

    Product(s): Service Desk Plus

    Strong application with easy administration.

    Overall Comment

    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.

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

    N/A

    What do you like most about the product or service?

    Ease of use and scaleability.

    What do you dislike most about the product?

    N/A

    What one thing do you wish the vendor did differently?

    Better support.

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

    N/A

    Service & support - overall comment

    Could use a bit better support. I suppose the cost is attributed to support. Often the support is not required though.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(3)
4.3

Ability to understand your organization's needs

(4)
4.0

Timely and complete response to product questions

(4)
3.3

Pricing and contract flexibility (pricing and terms)

(3)
4.3
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(4)
4.0

How long did your deployment take?

0 - 3 months (<3)


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

(2)
3.0

Ease of integration using standard APIs and tools

(3)
3.3

Quality and availability of end-user training

(3)
3.7

Ease of deployment

(4)
4.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(4)
3.5

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(3)
2.7

Quality of technical support

(3)
3.0

Quality of peer user community

(3)
4.3
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(4)
4.3

Incident and Problem Management

(4)
4.8

Change, Configuration and Release

(4)
4.5

Self-Service/Request Fulfillment

(4)
3.8

IT Knowledge Management

(4)
3.5

Reporting and SLA Management

(4)
4.0

Process and Workflow Design

(4)
4.0

Data Source/ITOM Tool Integration

(4)
3.5
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

Vendor Management

Development/Integration


What other vendors were considered? Multiple responses allowed.

ServiceNow

Axios

BMC Software

Freshdesk

Hewlett Packard Enterprise

IBM

Spiceworks

Zendesk


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

Enhance decision making

Improve business process agility

Improve supplier or partner relations


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Strong user community

Breadth of services

Product roadmap and future vision

Strong customer focus