About ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance. ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. Further automation is provided by the "business rules" feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
ManageEngine ServiceDesk Plus Software - Software reports
ManageEngine ServiceDesk Plus Software - Asset management
ManageEngine ServiceDesk Plus Software - Dashboard
ManageEngine ServiceDesk Plus Software - Knowledge base
ManageEngine ServiceDesk Plus Software - Project management
ManageEngine ServiceDesk Plus Software - Service level agreement
ManageEngine ServiceDesk Plus Software - Software reports - thumbnail
ManageEngine ServiceDesk Plus Software - Asset management - thumbnail
ManageEngine ServiceDesk Plus Software - Dashboard - thumbnail
ManageEngine ServiceDesk Plus Software - Knowledge base - thumbnail
ManageEngine ServiceDesk Plus Software - Project management - thumbnail
ManageEngine ServiceDesk Plus Software - Service level agreement - thumbnail

ManageEngine ServiceDesk Plus pricing

ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$495.00/year.

Starting Price:
US$495.00/year
Free Version:
Yes
Free trial:
Yes

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ManageEngine ServiceDesk Plus Reviews

Feature rating

Value for Money
4.2
Functionality
4.3
Ease of Use
4.2
Customer Support
4.1
5 reviews of 166 View all reviews
Sergio D.
  • Industry: Information Technology & Services
  • Company size: Self Employed
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
0

5
Reviewed on 30/01/2022

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.

Pros

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.

Cons

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).

Alternatives Considered

Spiceworks, SysAid, ServiceNow and osTicket

Reasons for Switching to ManageEngine ServiceDesk Plus

Completeness of functions, ITIL orientation, ease of use
Gerardo V.
  • Industry: Information Technology & Services
  • Company size: 11-50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 18/05/2022

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.

Pros

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.

Cons

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.

Alternatives Considered

ServiceNow Customer Service Management and Zendesk

Reasons for Choosing ManageEngine ServiceDesk Plus

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

Switched From

FootPrints

Reasons for Switching to ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.
Mark S.
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
2
Ease of Use
4
Customer Support
3

2
Reviewed on 5/12/2016

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.

Pros

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Cons

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.

Ricardo D.
  • Industry: Legal Services
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
3

4
Reviewed on 5/03/2022

Manage Engine Service Desk Review

We used it as a ticket system for IT but overall did not like the experience.

Pros

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

Cons

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

Michael T.
  • Industry: Financial Services
  • Company size: 201-500 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
2

4
Reviewed on 2/02/2022

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

Pros

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

Cons

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

Alternatives Considered

Freshservice and SysAid

Reasons for Choosing ManageEngine ServiceDesk Plus

Limited functionality and was unstable

Switched From

Spiceworks

Reasons for Switching to ManageEngine ServiceDesk Plus

Best combination of price, configurability, usability

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