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Quality Management at a financial services firm with 201-500 employees
Real User
Top 20
User-friendly and stable but a bit expensive
Pros and Cons
  • "The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
  • "The solution, overall, is expensive."

What is our primary use case?

We primarily use the solution for service request management.

What is most valuable?

The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards.

What needs improvement?

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds.

The solution, overall, is expensive.

For how long have I used the solution?

I've been using the solution for less than a year. It really hasn't been that long just yet.

What do I think about the stability of the solution?

The solution is quite stable. We don't have to deal with bugs or glitches. It doesn't crash or freeze. It's great.

What do I think about the scalability of the solution?

I can't speak to the scaling aspect of the solution. I've never tried to scale it.

We have about 50 users on the solution.

How are customer service and technical support?

We have local technical support. 

We don't call ManageEngine. Our technical support will relay our question to the ManageEngine support if it comes down to that and they can't find the answers themselves.

How was the initial setup?

I wasn't a part of the initial setup. It's my understanding that it's not too difficult. We have an entire in-house team that does all the deployment and upgrades.

What about the implementation team?

It's not my team or my department who set it up. It's set up by the IT service department.

What's my experience with pricing, setup cost, and licensing?

There's a yearly cost that's based on the number of licenses and the modules that you've purchased. The pricing is a bit high.

Which other solutions did I evaluate?

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

What other advice do I have?

We're customers. We don't have a business relationship with Manage Engine.

We use the latest version of the solution.

I'd recommend the solution to other organizations.

Overall, I would rate the solution a six out of ten. If the pricing and reporting were better, I would rate it a bit higher.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
ITSM Engineer at a tech services company with 11-50 employees
Reseller
Top 20
Good technical support with good scalability and stability
Pros and Cons
  • "The solution overall has been quite stable."
  • "I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."

What is our primary use case?

As a reseller and integrator, I help clients implement this solution.

What is most valuable?

Overall, I've been satisfied with the product.

The solution overall has been quite stable. The performance has been good.

I've found the product to be scalable. You can expand it if you need to.

What needs improvement?

I want friendly training courses without their ITSM ServiceDesk Plus. I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.

For how long have I used the solution?

I have only been working with the solution for four months. It hasn't really been that long just yet. It's a solution that's still quite new to me.

What do I think about the stability of the solution?

The solution is stable. It doesn't crash or freeze. It's very reliable in terms of performance. There are no bugs or glitches.

What do I think about the scalability of the solution?

The solution has been scalable. If a company needs to expand it, it can do so easily.

How are customer service and technical support?

Technical support has been okay. It's good. However, sometimes it takes longer to answers some questions. I want to be able to save for all my messages to have them on hand.

Which solution did I use previously and why did I switch?

I did not previously work with any similar products.

What about the implementation team?

We can implement the solution for our clients.

What's my experience with pricing, setup cost, and licensing?

I'm not involved in the licensing of the solution. I have no idea how much the cost is. I couldn't say if it's reasonable or more on the expensive side.

What other advice do I have?

I'm a reseller and a solution integrator.

I do plan to continue to use this solution.

For others considering this solution, I would advise them to look for tools that are easy to use and implement. It's a good idea to do a POC so you can try things out, and make some mistakes, and learn a bit about what is being implemented before taking anything live.

In general, I would rate the solution at an eight out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: reseller
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It distribution manager at Megatrade
Real User
Top 20
Integrates and scales well with other ManageEngine products, and has responsive technical support
Pros and Cons
  • "I like how it can be integrated and expanded with other ManageEngine products."
  • "ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."

What is our primary use case?

I use this solution as a support engineer in the IT department. I provide services for my colleagues inside the company.

It is used to improve communications between other departments and to build more ITL servers for business processes in our IT department.

What is most valuable?

I like how it can be integrated and expanded with other ManageEngine products.

What needs improvement?

ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.

I would like to see the new trends and new technology in the IT department and in the industry implemented quickly.

For how long have I used the solution?

I have been working with ManageEngine ServiceDesk Plus for approximately four and a half years.

What do I think about the stability of the solution?

ManageEngine ServiceDesk Plus is stable. We have not had any issues or experienced any crashes.

What do I think about the scalability of the solution?

It's a scalable solution. It scales well with other software products, which is something that is very useful in the IT department.

How are customer service and technical support?

Response time for level two and level three questions is very fast.

For level one, they provide all of the necessary information. There is no need to ask for technical support.

Which solution did I use previously and why did I switch?

I'm familiar with HelpDesk, and ITSM Solutions. 

My previous position was as a support technical engineer. I understand the benefits of this solution and the importance of the support engineering team.

How was the initial setup?

The initial setup is straightforward.

Any technical expert can easily use it.

What's my experience with pricing, setup cost, and licensing?

It is cheaper than the competitors.

What other advice do I have?

Before implementing or deciding to implement any new software, you must understand the results you will achieve. From that, you will choose the right product.

I would rate ManageEngine ServiceDesk Plus an eight out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Quality Assurance Project Engeneer at a tech services company with 1,001-5,000 employees
MSP
Top 20
Easy to operate solution despite the unfriendly user-interface
Pros and Cons
  • "I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
  • "I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

What is our primary use case?

Our primary use case is a ticket management tool for the end user in my company.

What is most valuable?

I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.

Another feature that I'm currently studying is the IT project.

What needs improvement?

In terms of what can be improved, although the user interface is friendly enough, I struggle finding how the tool operates, how to master using the tool. I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.

For how long have I used the solution?

I personally have been using ManageEngine ServiceDesk Plus for a few months. However, my team of technicians has two to three years experience working on that tool.

What do I think about the stability of the solution?

I personally have not had any bugs with this product.

What's my experience with pricing, setup cost, and licensing?

In terms of cost and pricing, I'm not the person who pays for the tool, and I don't know if the price for the tool is fair or unfair. I have no idea about that. But I'm aware that it's quite expensive.

The price could be reduced,

What other advice do I have?

Overall, I can recommend it because it is a very strong tool on the ITS. However, I would also recommend some other tools. For example, Service Now, or other commercial TMS tools.

On a scale from one to 10, I would rate Service Desk Plus a seven.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Nayef Hamzeh
IT Manager at CMC
Real User
Top 5Leaderboard
Has catalog features and is easy to install
Pros and Cons
  • "I like the catalog features and workflow. I also like the knowledge space."
  • "It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."

What is most valuable?

I like the catalog features and workflow. I also like the knowledge space.

What needs improvement?

The workflow needs to be improved, along with form design.

It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.

The scalability could be increased as well.

For how long have I used the solution?

I've been working with ManageEngine ServiceDesk Plus for almost three years.

What do I think about the stability of the solution?

There are some glitches with regard to attachments. Sometimes, it crashes when we attach certain files. Otherwise, it's stable.

What do I think about the scalability of the solution?

I think it could be more scalable.

How are customer service and technical support?

Technical support has been very good.

How was the initial setup?

The initial setup is straightforward and not complex.

What's my experience with pricing, setup cost, and licensing?

We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution.

What other advice do I have?

I would ask those who are considering ManageEngine ServiceDesk Plus to test it to see if it will suit their environment because there are some limitations with regard to custom forms. You can link custom forms, but you cannot build whatever you want because of this issue. 

Also, the workflow can take two or three steps at maximum. It's not like an approval workflow with four or five steps.

On a scale from one to ten, I would rate ManageEngine ServiceDesk Plus at eight.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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IT Security Officer at a mining and metals company with 501-1,000 employees
Real User
Easy to use and the technical support is good

What is our primary use case?

This product is our helpdesk solution and we use it for call logging and management.

What is most valuable?

The most valuable feature is its ease of use.

What needs improvement?

The documentation could be improved.

For how long have I used the solution?

We have been using ServiceDesk Plus for almost one year.

What do I think about the stability of the solution?

This is a stable product.

How are customer service and technical support?

I have not been in contact with technical support, although my understanding is that it is fine and we are satisfied with it.

What other advice do I have?

In summary, this is a good product and I recommend it. I would rate this solution an eight out of ten.

Which deployment model are you using for

What is our primary use case?

This product is our helpdesk solution and we use it for call logging and management.

What is most valuable?

The most valuable feature is its ease of use.

What needs improvement?

The documentation could be improved.

For how long have I used the solution?

We have been using ServiceDesk Plus for almost one year.

What do I think about the stability of the solution?

This is a stable product.

How are customer service and technical support?

I have not been in contact with technical support, although my understanding is that it is fine and we are satisfied with it.

What other advice do I have?

In summary, this is a good product and I recommend it.

I would rate this solution an eight out of ten.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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