Item: ManageEngine ServiceDesk Plus
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

ManageEngine ServiceDesk Plus is used by our IT department primarily to track tickets/requests submitted by users via email from all our different company locations. In addition, we also use it as a knowledge garden for us in IT to store solutions to common problems so they can be easily retrieved using keywords if a similar problems occurs further down the road.

Pros and Cons

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

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.

Return on Investment

Allows us to manage tickets for all 40+ locations with just a team of six.
Having the solutions knowledge garden has saved us numerous work hours fixing reoccurring problems.
Use of ManageEngine ServiceDesk Plus for the SOX compliance process saves us countless man-hours every year.

Support Rating

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.

Key Insights

Do you think ManageEngine ServiceDesk Plus delivers good value for the price?

Yes

Are you happy with ManageEngine ServiceDesk Plus's feature set?

Yes

Did ManageEngine ServiceDesk Plus live up to sales and marketing promises?

Yes

Did implementation of ManageEngine ServiceDesk Plus go as expected?

I wasn't involved with the implementation phase

Would you buy ManageEngine ServiceDesk Plus again?

Yes

Usability

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.

Likelihood to Recommend

ManageEngine ServiceDesk Plus is really well suited to manage help-desk tickets. It's great for our company with 40+ locations to have users submit tickets via email and have our corporate IT department manage the tickets from a centralized location. Tickets are updated via email notifications from both the technicians and the user until the ticket has been resolved. The statistics and analytics features of the software also make it easy to track technicians' ticket volumes over a period of time, which can be used to measure performance.

Your ticket to user satisfaction with a side of SOX compliance

Overall Satisfaction with ManageEngine ServiceDesk Plus