ManageEngine ServiceDesk Plus

Me gusto mucho

Puntos a favor:

me gusto mucho su herramienta de gestion de tickes los cuales se crean para requerimientos IT

Contras:

hay documentos que me amarecen con falencias ya que no son tan precisos.

Es ideal

Puntos a favor:

es un aplicativo facil de utilizar y economico que permite gestionar labores del area de IT

Contras:

Presenta herrores en la automatizacion que se pueden mejorar para que tenga una mejor resepcion de clientes.

Excelente herramienta

Puntos a favor:

Es muy fácil de utilizar y similar a otros programas parecidos que había usado antes en otras empresas.

Contras:

Hemos tenido algunos problemas con las actualizaciones, pero nada que hayamos podido solucionar con el servicio de atención al cliente.

ManageEngine ServiceDesk Plus

Comentarios: con esta herramienta, podemos tener el control total de los incidente en nuestra empresa en el area tecnológica , a si como asignar tique correspondiente a cada persona, con su respectivo tiempo de repuesta y prioridad. poder generar informe trimestral para ser medido en base los incidentes resueltos.

Puntos a favor:

lo que mas me gusta es el facil manejo a la hora de administrar las categorias, los roles de usuario y prioridades de tiques.

Contras:

hasta ahora no e tenido ningun inconveniente con la plataforma.

My experience has been amazing and productive

Comentarios: 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.

Puntos a favor:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Contras:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Robust, easy to use, fully-featured IT Help Desk software

Puntos a favor:

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.

Contras:

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.

Support is terrible

Puntos a favor:

Nice interface.

Contras:

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.

ManageEngine ServiceDesk Plus/ Trial

Comentarios: it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services

Puntos a favor:

Can be implemented much more easily than other services

Contras:

-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

My experience with ManageEngine ServiceDesk

Comentarios: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Puntos a favor:

What I like most is creating different user groups with different roles.

Contras:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

ManageEngine Service Desk Plus - Great helpdesk solution

Comentarios: We are able to receive, communicate and resolve incidents in a timely manner and also add knowledge base so users are able to learn how to do certain things themselves and learn how to best log tickets so their issues can be resolved quickly.

Puntos a favor:

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

Contras:

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

Keep Track of Issues

Puntos a favor:

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.

Contras:

The UI of the application can be improved so it can become more user friendly

ManageEngine Service Desk review

Comentarios: A very good experience helped me alot with inventory

Puntos a favor:

Ticketing system is top and every aspect is covered

Contras:

A little difficult to implement for beginners

Nice product

Puntos a favor:

Customization possible as per the company policy

Contras:

i would say the price and tech support needs to be improved

Good ITSM platform for its money

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Good product, but support needs to improve

Comentarios: 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

Puntos a favor:

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

Contras:

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

Managing tasks never been fun!

Puntos a favor:

Easy managmemt to tasks and team staff to see day to day tickets and followup process with customers.

Contras:

Some lagging and slowness with ui that can be fixed with patching.

User-Friendly ITSM Solution

Puntos a favor:

Easy setup, multifunctional, customizable, and excellent for streamlining ticketing, change management, and inventory tracking.

Contras:

Needs more customization options for request modules and improved support; occasional shortcomings and costly add-ons.

A Reliable and Easy To Understand GUI

Comentarios: ManageEngine was so easy to setup and get onboard with. The easy to use GUI makes the transition from one software to another super easy. I'd like to think that our customer service has also improved as a result of it.

Puntos a favor:

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Contras:

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.

"The Best HelpDesk Managing System"

Comentarios: ManageEngine ServiceDesk Plus is not just a help desk software. It is having so many useful functions/tools in-built and helping our organization to improve end user efficacy and motivating them self with ManageEngine ServiceDesk Plus.

Puntos a favor:

There are few most interesting features in ManageEngine ServiceDesk Plus such as customizing reporting, tracking via mobile app, Self-Service portal, IT release management ext.

Contras:

There is no major impact with this software other than local support. Hope they will improve their support service more efficient manner.

ServiceDesk Plus ManageEngine

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.

Exactly as they advertise. Big 4's are a pain.

Comentarios: 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.

Puntos a favor:

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.

Contras:

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'.

ManageEngine ServiceDesk Plus is an Exceptional software

Comentarios: Manage Engine Service Desk Plus is awesome. It allows us to combine everything in a single platform. Another cool feature of this software is that it permits customization as per our requirements for better management.

Puntos a favor:

It's the very best option to establish a customer service platform. It enables us to manage client requests and tickets with a lot of ease. It is also good for small organizations. We can keep track of our equipment along with their maintenance plan.

Contras:

It's user-friendly software but we have to do a lot of manual work to keep our requirements up to date, also the user interface requires some improvement for an enhanced user understanding.

Life changing

Comentarios: 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.

Puntos a favor:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Contras:

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.

Among the top

Comentarios: Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

Puntos a favor:

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.

Contras:

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.

Useful tool, but not great

Comentarios: 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.

Puntos a favor:

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.

Contras:

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.