Admin Assistants Review
May 14, 2016

Admin Assistants Review

Kayla Streeter | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

I currently use ServiceDesk Plus for placing all orders for our department (IT). I also process tickets, run reports and track assets. It is being used organization wide for placing tickets for IT issues, asset tracking and multiple reports and projects. It has helped with streamlining our purchase requests and making it all electronic.

Pros

  • Purchase orders are processed quicker and with less paper.
  • Tickets are tracked and people are held accountable for not processing them on time.
  • Ticket surveys are helpful to our department because it helps us pinpoint issues on IT tickets.

Cons

  • Asset tracking duplication causing us to run out of licenses too quickly
  • When you receive an item in the purchase order, you arent allowed to edit what the cost of the item was actually bought for without resubmitting the req.
  • Paperless process is positive
  • Trackit
We are able to do more things on SDP other than what TrackITcould do. And we went paperless, something TrackIT couldnt do.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
4.7
Organize and prioritize service tickets
6
Expert directory
Not Rated
Service restoration
3
Self-service tools
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
5
ITSM asset management
2.5
Configuration mangement
3
Asset management dashboard
2
Policy and contract enforcement
Not Rated
Change management
Not Rated
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated

Using ServiceDesk Plus

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.
ProsCons
Like to use
Unnecessarily complex
Difficult to use
Not well integrated
Inconsistent
Slow to learn
Cumbersome
Feel nervous using
Lots to learn
  • none
  • asset management
  • purchasing
  • ticket submission

Comments

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