Oracle Solaris vs. ManageEngine ServiceDesk Plus

Oracle Solaris is great due to the fact that it actually is meant for high-end servers. Supports a wide range of hardware. The Stability of the solution is great. The documentation does not support some solutions, and there are no other options. Most of the product is still command-line, despite the fact that they've got a graphical user interface in some areas. For some reason, core administration is still done via command-line.

Incentivized

ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.

Incentivized

• Live update for patching in conjunction with the package management functions. This ability to rollback is very convenient.
• dTrace
• Built in compliance testing.

Incentivized

• It's very simple to submit and handle ticket for both user and Engineer.
• Set some customize template for intent replay or job done reply.
• SLA management is the good option to maintain workflow.
• There is solution option where user can resolve their common issues.

Incentivized

• Takes time to learn.
• Integration into Microsoft's Active Directory.

• Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
• You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly

Incentivized

we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

Incentivized

You need to take the time to learn it. It is a massive product.

As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.

Incentivized

The support teams are well trained and responsive. Patches are rolled out regularly and are easy to deploy and backout.

Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.

Incentivized

Stress testing and timing is key. You need test systems that mirror the live environments. User testing must be reflected in peak loads.

Oracle Solaris is Scalable, have a good patching capability and secure by default. You want to have something that's up and running and stable, something that's not going to crash. But if we do have an issue, we can get somebody for technical support who can help us work through the problems.

Incentivized

Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.

Incentivized

• It just runs like a top, this mean TCO is low
• We've not had issues with Solaris running on Sparc.
• Reliability is above reproach.

Incentivized

• The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
• The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
• There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).

Incentivized