Service Desk Plus
November 09, 2017

Service Desk Plus

Jason Dupuis | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

ServiceDesk Plus (SDP) is used in our IT department for incidents, services, and projects. We also use the Purchasing, Knowledge Base and change modules. We are slowly integrating into the purchasing department.

Pros

  • SLA management
  • Knowledge Base
  • Update releases

Cons

  • Simplified reporting
  • Better built in help
  • Quicker feature development lifecycle
  • Anything entered (tickets, changes, projects) is tracked
  • Tough to get meaningful reports out
  • Incidents or Service Requests are documented
Just ended up being the winner of the tortoise race. Showed the most promise but costs to fulfill those promises made it fall short of expectations.
No set IT budget would be perfect for SDP deployment. Install everything available and prune out what you do not need. All options/add-ons are pricey and most 'integrated options' have only menus integrated and not actual tools.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
5.5
Organize and prioritize service tickets
7
Expert directory
7
Service restoration
5
Self-service tools
3
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
ITSM reports and dashboards
Not Rated
ITSM asset management
5.0
Asset management dashboard
5
Policy and contract enforcement
5
Change management
6.0
Change requests repository
6
Change calendar
6
Service-level management
6

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