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

Use Cases and Deployment Scope

It is used by about 75% the organisation to log help requests with the IT department. It allows us to have a record of all of our in progress help requests, and assign them to the relevant technician. It also allows a record of fixes/changes to be kept where anyone in the IT dept can access.

Pros and Cons

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

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

Return on Investment

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

Alternatives Considered

Spiceworks Help Desk

ManageEngine ServiceDesk just had the right combination of features available that our business required, and a more reasonable price than some of the other products that were looked at.

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?

I wasn't involved with the selection/purchase process

Did implementation of ManageEngine ServiceDesk Plus go as expected?

Yes

Would you buy ManageEngine ServiceDesk Plus again?

Yes

Other Software Used

Darktrace, Veeam Backup & Replication, Veeam Backup for Microsoft Office 365

Likelihood to Recommend

I can see ManageEngine ServiceDesk plus being quite suited to large and small organisations; the asset management tool in particular is very handy, and allows tickets to be linked to the relevant machine, as well as the user. You can also use it to keep track of your support contracts, and configure email alerts to remind you when one is nearing expiry. You can keep a record of solutions in there as well, to form a knowledge base.

A good all-round tool for any IT department

Overall Satisfaction with ManageEngine ServiceDesk Plus