Says it can do a lot - but try it first.
June 08, 2016

Says it can do a lot - but try it first.

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

We use ServiceDesk Plus MSP to run our incident, request, problem and change management. We provide managed network and cloud services to multiple external customers, and need a system that can handle managing multiple customers with multiple services, whilst adhering to multiple SLAs.
  • Clean request interface
  • Contains a lot of the basic functionality you need to run a service desk
  • A lot of customisable notification features
  • Individual accounts can be mapped against technician groups, SLAs, etc (in MSP version).
  • Although the configuration allows 'walled garden' approach to accounts, for example, allowing certain technician groups, departments and solutions to be assigned to certain accounts, managing a large number of accounts can result is an unsustainable amount of administration.
  • Although SDP has a large range of functionality, you can tell it hasn't been developed in depth. Although it does the operation on paper, day-to-day use can end up being frustrating.
  • Design can be a bit ugly - windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
  • Support operates in India Standard Time.
  • Functionality can often just break.
  • Modular pricing allows you to buy what you need.
  • Not quite worth the price tag
Not suited for shops that are heavily ITIL reliant - as the application tends to fall down once you get into the nitty gritty.

More suited towards a service desk managing simple incident/request ticketing.

ManageEngine ServiceDesk Plus Feature Ratings

Organize and prioritize service tickets
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Change requests repository
Change calendar
Service-level management