ManageEngine ServiceDesk Plus vs. Shwett

The cost for what you get is very good.

The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.

Incentivized

• Allows us in IT to easily keep track of our open help-desk tickets
• Built-in approval system for tickets allows us to move tickets along speedily
• ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
• Ticket analysis tool helps you manage your IT technicians' performance

Incentivized

• ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
• No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
• Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
• No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.

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

It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.

Incentivized

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

No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.

Incentivized

• It has provided better visibility to upper management in terms of the scale of the workload of the IT department
• It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
• It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Incentivized