ManageEngine ServiceDesk Plus vs. TeamDynamix IT Service Management (ITSM)

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

TeamDynamix is great for any organization that has established any kind of support group, whether it's in IT, project management, facilities, etc. This tool can also aid in tracking decision making with its change management abilities. The added knowledge base system is also a huge improvement to any company, as there is now a searchable database of information that use to only live in other people's minds. If you are willing to put the effort and work into the system, it can prove to be a very valuable addition to your toolbelt.

Incentivized

• Ticket logging for end users, so they can see the progress on their help requests
• Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
• Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
• Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts

Incentivized

• Integrates with external systems
• Allows for customized reports
• Provides tools to customize the product to meet your needs

• When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
• Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
• When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

Incentivized

• Needs the ability to show ticket submitters who owns the ticket
• Needs dark mode
• Clicking on a ticket to manage opens a new window; can get lost with hundreds of open windows without knowing

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

Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).

Incentivized

Because it gives the total time and fetched taking after for laborers to
give the advantageous payrolls and alter the charge sheets with correct
information and friendly tool.

• ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
• The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.

Incentivized

• We have already been able to have insight into how many tickets for service requests we do in any particular time frame. We were surprised to find that we had as many as 300 tickets on our small support team in just a month's time.
• We can centrally locate all of our how-to documents and other information that usually lives just in the memories of our employees. We have hundreds of documents that will now not be spread over Teams, workstations, and document folders but will be centrally located and searchable for years to come.

Incentivized