This is the ITSM software that will fullfill your needs.
March 12, 2018

This is the ITSM software that will fullfill your needs.

Miguel Nuñez | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with ServiceDesk Plus

ServiceDesk plus was used not just as a tool to resolve and keep track of our IT issues, it was used to have a complete working knowledge base of common issues and how to fix them. The inbuilt purchase module helped us to keep track of the life-cycle of old and new assets and their depreciation period. It was also a great helping to the existent skilled rules, that assigned to incidents to certain technicians in order to give priority to some request changes and problem solutions, an approval requests.

Pros

  • On-Premise or SaaS.
  • Service Catalog.
  • Asset Management.
  • Multiple Add-ons.
  • Intuitive interface

Cons

  • Custom fields or request forms.
  • Admin panel is a bit confusing.
  • Self Service portal needs more content
  • Dashboards are very restrictive.
  • Directory Self-Update & Corporate Search
  • Password Policy Enforcer
  • Password self-service
ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.
Any kind of IT management should use this tool since is easy to use and it has good value for its price. Large Companies that have many IT groups with many services to administrate are well suited. Large companies that have several branches can benefit from this kind of software as it is multi-portal.

ManageEngine ServiceDesk Plus Feature Ratings

Incident and problem management
9.9
Organize and prioritize service tickets
10
Expert directory
10
Service restoration
10
Self-service tools
10
Subscription-based notifications
9
ITSM collaboration and documentation
10
ITSM reports and dashboards
10
ITSM asset management
10.0
Configuration mangement
10
Asset management dashboard
10
Policy and contract enforcement
10
Change management
10.0
Change requests repository
10
Change calendar
10
Service-level management
10

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