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ManageEngine

ManageEngine ServiceDesk Plus

Composite Score

7.2 /10

CX Score

7.2 /10

61 Reviews Write a Review

What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is ITIL-ready help desk software with integrated Asset and Project Management capabilities. With advanced ITSM functionality and easy-to-use capability, ServiceDesk Plus helps IT support teams deliver world-class service to end users with reduced costs and complexity.

Company Details

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ManageEngine ServiceDesk Plus Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

79 Likeliness to Recommend

95 Plan to Renew

71 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+65 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love ManageEngine ServiceDesk Plus?

9% Negative

14% Neutral

77% Positive

Pros

Effective Service
Trustworthy
Caring
Efficient Service

Cons

Under Delivered
Less Generous

Feature Ratings

Average 75

Technician Administration

Integrated Knowledge Management

Multi Device Capability

End User Self Serve

Reporting

Multi-Site Functionality

Integration With IT Tools

Service Catalog

End User Support Solutions

Systems Management Integration

Business Application Integration

Vendor Capability Ratings

Average 70

Ease of IT Administration

Ease of Implementation

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training

Also Featured in...

IT Service Management - Midmarket

Score 7.3

View ManageEngine ServiceDesk Plus in this category (opens in a new tab)

ManageEngine ServiceDesk Plus Reviews

Samuel G.

Role: Information Technology
Industry: Gaming and Hospitality
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2020

Fantastic product all round!

Likeliness to Recommend

10 /10

What differentiates ManageEngine ServiceDesk Plus from other similar products?

This product is built very robust, the platform is much more stable that other popular products on the market presently

What is your favorite aspect of this product?

The user interface makes it very easy to navigate.

What do you dislike most about this product?

No dislikes

What recommendations would you give to someone considering this product?

This is a excellent product that will fit most if not all organizations

Pros

Reliable
Performance Enhancing
Enables Productivity
Unique Features

Geoff T.

Role: Sales Marketing
Industry: Other
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted May 2020

Very cost effective solution! Feature-rich value

Likeliness to Recommend

9 /10

What differentiates ManageEngine ServiceDesk Plus from other similar products?

Cost vs. value

What is your favorite aspect of this product?

The service desk feature is fantastic

What do you dislike most about this product?

Sometimes the UI is a bit clunky. The PO module needs improvement.

What recommendations would you give to someone considering this product?

Worth looking at vs. higher priced solutions.

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

How We Deliver

Events

ManageEngine ServiceDesk Plus

What is ManageEngine ServiceDesk Plus?

Company Details

Need Assistance?

ManageEngine ServiceDesk Plus Ratings

79 Likeliness to Recommend

95 Plan to Renew

71 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+65 Net Emotional Footprint

How much do users love ManageEngine ServiceDesk Plus?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Also Featured in...

IT Service Management - Midmarket

ManageEngine ServiceDesk Plus Reviews

Samuel G.

Fantastic product all round!

Likeliness to Recommend

Pros

Geoff T.

Very cost effective solution! Feature-rich value

Likeliness to Recommend

Pros

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Feature Ratings

Technician Administration

Integrated Knowledge Management

Multi Device Capability

End User Self Serve

Reporting

Multi-Site Functionality

Integration With IT Tools

Service Catalog

End User Support Solutions

Systems Management Integration

Business Application Integration

Vendor Capability Ratings

Ease of IT Administration

Ease of Implementation

Breadth of Features

Quality of Features

Business Value Created

Ease of Data Integration

Usability and Intuitiveness

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Availability and Quality of Training