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

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Nachteile

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Vorteile

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

Nachteile

There is nothing really we have not liked so far with the product.

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 ScreenConnect

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

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Nachteile

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Vorteile

It is very easy to implement, very friendly and out of the box "install and use"

Nachteile

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

In Betracht gezogene Alternativen

Freshdesk und SolarWinds Service Desk

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL

Vorteile

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Nachteile

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Vorteile

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Nachteile

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

In Betracht gezogene Alternativen

Freshdesk

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Great Integration capabilities

Vorteile

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Nachteile

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Vorteile

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Nachteile

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

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

ServiceDesk is a great tool to manage the tickets you are working on, as well as, keeping a track of all the assets within your company. This provides great audit trail for all of the work that we do

Nachteile

I am not too fond of the general user interface but it gets the job done nonetheless.

Vorteile

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Nachteile

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Vorteile

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Nachteile

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

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

Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Nachteile

Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

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