ManageEngine ServiceDesk Plus Erfahrungen

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und Zendesk Suite

Warum ManageEngine ServiceDesk Plus gewählt wurde

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Zuvor genutzte Software

FootPrints

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.

Vorteile

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Nachteile

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

Vorteile

Comprehensive solution: ManageEngine ServiceDesk Plus is a comprehensive software that provides organizations with a wide range of tools and features, including ticket management, asset management, knowledge management, and reporting.Efficient tracking: ServiceDesk Plus allows organizations to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps organizations to resolve requests in a timely manner and ensure that critical requests are addressed first.Improved communication: ServiceDesk Plus's ticket management system allows organizations to communicate with customers and other stakeholders throughout the ticket resolution process. This helps organizations to keep customers informed and to gather feedback on the service they received.Reporting and analytics: ServiceDesk Plus generates data on ticket management, which can be used to analyze request trends, service level agreements (SLAs), and customer satisfaction. This helps organizations to identify and address performance issues and to make data-driven decisions.Mobile Access: ServiceDesk Plus allows the users to access and manage the tickets through mobile devices, which allows them to access their data from anywhere and have more flexibility.

Nachteile

Limited customizability of workflows: ServiceDesk Plus may have a limited ability to customize workflows to match the specific needs of an organization, which can limit the efficiency of the system and restrict the ability of organizations to automate their processes.Limited integration options: ServiceDesk Plus may have limited integration options with other software, which can make it difficult for organizations to use ServiceDesk Plus as part of their overall IT strategy. This can limit the functionality and efficiency of the system.

Vorteile

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Nachteile

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und ConnectWise Control

Warum ManageEngine ServiceDesk Plus gewählt wurde

The Jira was an on-premis system that was getting old.

Zuvor genutzte Software

Jira

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.

Vorteile

Easy to setup and get started, mostly conforms to ITIL standards

Nachteile

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

In Betracht gezogene Alternativen

Freshservice und SysAid

Warum ManageEngine ServiceDesk Plus gewählt wurde

Limited functionality and was unstable

Zuvor genutzte Software

Spiceworks

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Best combination of price, configurability, usability

Vorteile

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Nachteile

Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.

Vorteile

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

Nachteile

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.

Vorteile

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Nachteile

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

Vorteile

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Nachteile

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Vorteile

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.

Nachteile

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'.

Vorteile

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

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

Easy to Use
Easy to Setup
customer-centric UI

Nachteile

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

In Betracht gezogene Alternativen

Jira

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Arabic language support

Vorteile

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Nachteile

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Vorteile

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Nachteile

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

Vorteile

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Nachteile

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Vorteile

It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.

Nachteile

Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.

Vorteile

* Excellent Service Catalog.
* Convertion of Tickets into projects, Problems, Changes.
* Asset Discovery and CMDB
* Lots of addons.
* Integrated chat.

Nachteile

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Vorteile

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

Nachteile

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

Vorteile

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

Nachteile

We cant add Video tutorials to our knowledge base

Vorteile

I like so many of the features available in the system for managing the ticketing system and integrating with Office365. I like to ability to manage change control, incidents and assign tasks, drop notes.

Nachteile

Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

Vorteile

user friendly and I am getting what exact output I want. Especially with SDP I just love it the way it is designed and the outputs are just awesome.

Nachteile

Office 365 I expected a lot of reports but unfortunately i didnt get the exact report structure that I need, which was a sad part for me with this software.

Vorteile

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Nachteile

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS

Vorteile

Very user friendly interface and easy to manage all software's from one location. Also all there products are very cheap to purchase

Nachteile

updates. Making sure that you are updated to the latest version. If you miss an update you will have to install many service packs before getting to the latest