Has what you need but it's rigid
November 14, 2017

Has what you need but it's rigid

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

ServiceDesk Plus is being used across the entire organization. It allows each department to report issues and functions as a help desk. It also provides some reporting capability in order to improve our service to the organization. We also used to use it to manage all of our software contracts and expirations.
  • Does well in functioning as a help desk software.
  • It has e-mail alerts and can be set up for specific groups for specific types of tickets.
  • It allows a round-robin style of ticket assignment
  • Can manage software contracts with alerts on renewals/expiration
  • The interface is sort of clunky
  • The reporting is not flexible and hard to do if using ad-hoc.
  • The mobile app is confusing.
  • Overall it has had a positive effect on ROI. It has justified some new positions given the workload.
  • It has given us performance metrics to target better ROI.
We are actually moving away from ServiceDesk Plus to JIRA Service Desk. This is because of the flexibility that JIRA offers versus the more "locked in" fields in ServiceDesk. It also is going to allow us to better customize our requests and track our SLAs on different types of requests.
It is well suited for a corporate environment and has a multi-site component for companies with multiple locations.

ManageEngine ServiceDesk Plus Feature Ratings

Organize and prioritize service tickets
5
Expert directory
3
Service restoration
1
Self-service tools
1
Subscription-based notifications
5
ITSM collaboration and documentation
1
ITSM reports and dashboards
1
Configuration mangement
3
Asset management dashboard
3
Policy and contract enforcement
1
Change requests repository
Not Rated
Change calendar
Not Rated
Service-level management
Not Rated