ManageEngine ServiceDesk Plus
Über ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus Preis
ManageEngine ServiceDesk Plus bietet eine Gratisversion und eine kostenlose Testversion. Die kostenpflichtige Version von ManageEngine ServiceDesk Plus ist ab 16,00 $/Monat verfügbar.
Alternativen für ManageEngine ServiceDesk Plus
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- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: Selbstständig
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A complete, easy to deploy and use, customizable service management solution
We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.
Vorteile
It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup.
Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.
Nachteile
As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).
Gründe für den Wechsel zu ManageEngine ServiceDesk Plus
Completeness of functions, ITIL orientation, ease of use- Branche: Bau
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Great software, could use more features
It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.
Vorteile
Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.
Nachteile
The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.
In Betracht gezogene Alternativen
ServiceNowWarum ManageEngine ServiceDesk Plus gewählt wurde
It didn't have all the functionality or updated UI we were after.Zuvor genutzte Software
Spiceworks Cloud Help DeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason.- Branche: Programmentwicklung
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Support is terrible
Vorteile
Nice interface.
Nachteile
We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it.
Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing.
You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support.
Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.
- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Kostenlose Testversion genutzt
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Quelle der Bewertung
ManageEngine ServiceDesk Plus/ Trial
it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services
Vorteile
Can be implemented much more easily than other services
Nachteile
-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one
In Betracht gezogene Alternativen
Jamf ProGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Easy to use and very comfortable- Branche: Finanzdienstleistungen
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Reliable and Expressive
It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.
Vorteile
It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title).
I used it at a previous company and introduced it to my new company with great success.
Nachteile
It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.
Warum ManageEngine ServiceDesk Plus gewählt wurde
Freshdesk is nice, but its a beginner product. When you need a more robust solution, you move on.Zuvor genutzte Software
FreshdeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Cheaper, better, reliable, customizable and product support is great.- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great ticketing system for helpdesk
This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.
Vorteile
Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.
Nachteile
Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many
- Branche: Staatsverwaltung
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für 6-12 Monate genutzt
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Quelle der Bewertung
My experience has been amazing and productive
As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.
Vorteile
Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface
Nachteile
It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.
Gründe für den Wechsel zu ManageEngine ServiceDesk Plus
Looking at other alternatives, this product is the most convenient to use.- Branche: Maschinerie
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A bit separated but getting better
Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.
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.
- Branche: Rechtsberatung
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Manage Engine Service Desk Review
We used it as a ticket system for IT but overall did not like the experience.
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
- Branche: Öl & Energie
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Good IT Ticking system
The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.
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.
- Branche: Architektur & Planung
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Essential to have IT culture - Following ITIL recommendations
Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.
Vorteile
Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.
Nachteile
There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly.
I would prefer that it could be installed in a container. We don't like the idea of having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.
- Branche: Unterhaltungselektronik
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Central and highly customizable ticketing system for the entire organization
Central and highly customizable ticketing system integrated with the monitoring OpManager system
Vorteile
Very simple and intuitive graphical user interface, highly customizable
Nachteile
Notorious problems with application updates
In Betracht gezogene Alternativen
JIRA Service ManagementWarum ManageEngine ServiceDesk Plus gewählt wurde
There are no more advanced options in OTRSZuvor genutzte Software
OTRSGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Integration with the monitoring system- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
The future of service Desk
Great solution to seamlessly manage tickets with reporting that is comprehensive.
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
FreshdeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Great Integration capabilities- Branche: Krankenhausversorgung & Gesundheitswesen
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Life changing
My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.
Vorteile
When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.
Nachteile
The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.
In Betracht gezogene Alternativen
Spiceworks Cloud Help DeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
[SENSITIVE CONTENT HIDDEN] had the final say- Branche: Telekommunikation
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ManageEngine ServiceDesk Plus (MSP)
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.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Basic Helpdesk Application
Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.
Vorteile
ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
Nachteile
ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
The product has enabled us to more quickly and seamlessly provide support for our staff.
Vorteile
Workflows for tickets such as automatic approvals for new hires by a hiring manager
Multiple forms of entering a ticket (web, email, keywords in email)
Replying to user within ticket for a seamless end user experience
Separation of tasks within a ticket for different groups
Management of our contracts with automated reminders
Ability to import asset information and create relationships for identifying staff ownership of assets
Easily create solutions that both end users and technicians can refer to
Software is constantly being updated to meet needs of user base
Nachteile
- Support can take a bit to get back to you on issues
- It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.
- Branche: Öl & Energie
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für 6-12 Monate genutzt
-
Quelle der Bewertung
ManageEngine Service Desk review
A very good experience helped me alot with inventory
Vorteile
Ticketing system is top and every aspect is covered
Nachteile
A little difficult to implement for beginners
In Betracht gezogene Alternativen
ZabbixGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Easier and more rich and customer support- Branche: Papier & forstwirtschaftliche Erzeugnisse
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
ServiceDesk Plus - Manage your Helpdesk with Ease
it has been an invaluable tool these past years to keep track of our helpdesk tickets.
Vorteile
The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.
Nachteile
You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.
- Branche: Einzelhandel
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Among the top
Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.
Vorteile
Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.
Nachteile
Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Great ITSM Software with on-prem and Cloud options!
Vorteile
ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.
Nachteile
It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
Useful tool, but not great
The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.
Vorteile
The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.
Nachteile
It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.
- Branche: Versicherung
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Tracking Your Progress
Overall, my experience with servicedesk plus has been great and i would recommend it to any other company i work for
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.
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
It has made producing reports easy
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 .
- Branche: Non-Profit-Organisation Management
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Tech support actually best part of the product
The product itself started out really poor in the early days (3 yrs+ ago). Nowadays with the current version it's still pretty unfriendly and unintuitive compared to the competition. Their price is okay and their support while often unfriendly and hard to coax into actually assisting, has been mostly knowledgeable and capable in our experience. It does all the basics out of the box and can be programmed to do more but it still needs a lot of help in being user friendly - for technicians and end users alike.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Good ITSM platform for its money
A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.
Vorteile
A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.
Nachteile
Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
-
Quelle der Bewertung
ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution
Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.
Vorteile
ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.
Nachteile
One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.
- Branche: Non-Profit-Organisation Management
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
User Experiance
Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
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 ScreenConnectWarum ManageEngine ServiceDesk Plus gewählt wurde
The Jira was an on-premis system that was getting old.Zuvor genutzte Software
JiraGründe 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.- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 11–50 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
A very customizable ITSM tool
ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.
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.
Warum ManageEngine ServiceDesk Plus gewählt wurde
The interface of ServiceDesk Plus is most friendly for the end users and technicians.Zuvor genutzte Software
FootPrintsGründe 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.- Branche: Einzelhandel
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great for SMB but future growth needs to be considered
Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.
Vorteile
It does the job and helps us as an office support our retail stores and staff members with any questions and queries.
Nachteile
I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.
- Branche: Einzelhandel
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Great product for its money
Overall this product is really well made and compared to its competitors is really well priced.
Vorteile
this product is well made and can be used for almost any company size, the best parts is ticket management and change management.
Nachteile
there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.
In Betracht gezogene Alternativen
Spiceworks Cloud Help Desk, SysAid, TOPdesk, Freshdesk und JIRA Service ManagementWarum ManageEngine ServiceDesk Plus gewählt wurde
this product was a better fit for the organization.Zuvor genutzte Software
Zendesk Suite- Branche: Versicherung
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
-
Quelle der Bewertung
Good Cloud Based Service Desk
As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult.
Vorteile
Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,
Nachteile
Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.
In Betracht gezogene Alternativen
SolarWinds Service Desk- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
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Quelle der Bewertung
Exactly as they advertise. Big 4's are a pain.
We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded a link to ServiceDesk Plus.
ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault).
One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.
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'.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Good product, but support needs to improve
Overall experience has been good. SDP has made a significant difference to how we deliver IT to our business. ManageEngine's after-sales service needs to improve
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
Warum ManageEngine ServiceDesk Plus gewählt wurde
Limited functionality and was unstableZuvor genutzte Software
Spiceworks Cloud Help DeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Best combination of price, configurability, usability- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Great (not only) IT servicedesk tool
Decent tool - very powerfull - would recommend 10/10 - great support
Vorteile
flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.
Nachteile
with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)
- Branche: Bankwesen
- Unternehmensgröße: 10.000+ Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Keep Track of Issues
Vorteile
ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.
Nachteile
The UI of the application can be improved so it can become more user friendly
In Betracht gezogene Alternativen
ServiceNow Customer Service Management- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ServiceDesk Plus ManageEngine
Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.
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.
- Branche: Maschinerie
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
A basic Helpdesk software
I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets.
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 SuiteGründe für den Wechsel zu ManageEngine ServiceDesk Plus
It was cheaper and seemed to do the basics we needed it to.- Branche: Einzelhandel
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Best Servicedesk Product EVER!
I set this up as ticketsystem for our company and users have an easy platform to create tickets instead of calling. This works like a charm and even users with little computerexperience can create tickets. Also the solutions part of servicedesk is awesome.
We upgraded our entire IT deaprtment with this product, bye bye shard IT-mailbox!!
Vorteile
I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.
Nachteile
Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!
In Betracht gezogene Alternativen
TOPdeskGründe für den Wechsel zu ManageEngine ServiceDesk Plus
Topdesk is much more complex, updating is hard, more expensive and not as user friendly!- Branche: Öffentliche Sicherheit
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
One stop shop for ITIL based efficient Servicedesk
Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.
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.
- Branche: Psychische Gesundheitsfürsorge
- Unternehmensgröße: 51–200 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Sdplus is a fantasitic IT ticketing system at a great price.
Overall we have better insight and better time to resolve because everything we need is right inside Sdplus. Even data and tools from other systems, integrate with Sdplus to make things like user password resets a 1 click affair.
Vorteile
All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.
Nachteile
There are so many features, initial setup can take a while to configure everything.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Organization improvement product : ManageEngine ServiceDesk Plus
We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.
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
- Branche: Gastgewerbe
- Unternehmensgröße: 5.001–10.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Robust, easy to use, fully-featured IT Help Desk software
Vorteile
The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.
Nachteile
There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Best Service desk Software
We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.
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)
- Branche: Computer-Software
- Unternehmensgröße: 2–10 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Un produit indispensable pour gérer votre support informatique
Vorteile
La simplicité d'utilisation est le point fort. Le produit est est vraiment complet en terme de fonctionnalité. Vous aurez un suivi complet de tous vos incidents.
Nachteile
Le prix est surement un inconvénient si vous avez beaucoup de techniciens.
- Branche: Non-Profit-Organisation Management
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für 1-5 Monate genutzt
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Quelle der Bewertung
Easy implementation with highly intuitive configuration set up
Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.
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.
- Branche: Finanzdienstleistungen
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
ManageEngine has Streamlined our Helpdesk!
We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.
Vorteile
It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!
Nachteile
The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!
- Branche: Informationstechnologie & -dienste
- Unternehmensgröße: 501–1.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Servicedesk product at an affordable price
Vorteile
The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.
Nachteile
The interface could have been much much better. Adding of extendedattributes could have been made easier.
- Branche: Hochschulbildung
- Unternehmensgröße: 1.001–5.000 Mitarbeiter
- Täglich für Mehr als 2 Jahre genutzt
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Quelle der Bewertung
Way better Service Desk applications out there
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.
- Branche: Unternehmensberatung
- Unternehmensgröße: 201–500 Mitarbeiter
- Täglich für Mehr als 1 Jahr genutzt
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Quelle der Bewertung
Lots of useful features; But counter-intuitive and clunky overall
We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply at all. There are major flaws and shortcomings with the software and the developers are showing no interest in fixing them. The project management piece is an absolute joke. The contracts and purchase orders are very hard to navigate and do not serve as great tools. Asset management also feels very clunky and hard to set up. The helpdesk ticketing module is useful and better than Spiceworks. Wish we would have bought something else.
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.