ManageEngine Service Desk Plus is essential to implementing ITSM in an enterprise
January 06, 2025

ManageEngine Service Desk Plus is essential to implementing ITSM in an enterprise

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with ManageEngine ServiceDesk Plus

We transitioned off of a free ticketing system that was end of life to MESDP. At the time, we were looking to integrate with our DEV team, which uses Jira, and MESDP has an integration that creates tickets into their system. Additionally, MESDP closely follows ITIL standards for Service Desk Management.

Pros

  • inventory management
  • incident tracking and resolution
  • problem management
  • project management
  • service catalog

Cons

  • it seems on-prem implementations have more customizations we have at times looked for
  • reporting could be improved; i.e. a way to combine time from work logs in Projects to work logs from service desk tickets when on the same technician
  • i feel like MESDP elevated our entire team; organizing and prioritizing our work, providing timely feedback
  • our asset management is top notch and an example for the entire organization
We have been tweaking the interface, building templates, etc., over a long period of time, so it has become 2nd nature. New features/enhancements have been deployed over the years that have improved usability.
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.

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?

Yes

Would you buy ManageEngine ServiceDesk Plus again?

Yes

I think out of the box, MESDP has many of the features that one would want in a traditional Service Desk: notifications, queues/escalations, reporting, solution (knowledge base) articles.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
7.1
Organize and prioritize service tickets
8
Expert directory
5
Service restoration
5
Self-service tools
8
Subscription-based notifications
6
ITSM collaboration and documentation
10
ITSM reports and dashboards
8
ITSM asset management
7.7
Configuration mangement
9
Asset management dashboard
8
Policy and contract enforcement
6
Change management
8.0
Change requests repository
7
Change calendar
8
Service-level management
9

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