ManageEngine ServiceDesk Plus Erfahrungen

Vorteile

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Nachteile

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Vorteile

The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.

Nachteile

The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und Zendesk Suite

Warum ManageEngine ServiceDesk Plus gewählt wurde

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Zuvor genutzte Software

FootPrints

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.

Vorteile

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Nachteile

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Vorteile

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage.
We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application.

The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes.

There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

Nachteile

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in.

We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

In Betracht gezogene Alternativen

ServiceNow Customer Service Management und ConnectWise ScreenConnect

Warum ManageEngine ServiceDesk Plus gewählt wurde

The Jira was an on-premis system that was getting old.

Zuvor genutzte Software

Jira

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.

Vorteile

Easy to setup and get started, mostly conforms to ITIL standards

Nachteile

Lacks some configurability and isn't as flexible as top-tier products like ServiceNow

In Betracht gezogene Alternativen

Freshservice und SysAid

Warum ManageEngine ServiceDesk Plus gewählt wurde

Limited functionality and was unstable

Zuvor genutzte Software

Spiceworks

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Best combination of price, configurability, usability

Vorteile

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Nachteile

Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!

In Betracht gezogene Alternativen

TOPdesk

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Topdesk is much more complex, updating is hard, more expensive and not as user friendly!

Vorteile

It's pretty cheap and easy to setup. It is a basic helpdesk service out of the box, ready to go. There are no agents to install on computers, a plus for us. Updates are pretty easy to do as well.

Nachteile

The product is updated almost monthly and when we do get time to update, there are a bunch of them to do. They are all incremental and can't just run the latest.

In Betracht gezogene Alternativen

Zendesk Suite

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

It was cheaper and seemed to do the basics we needed it to.

Vorteile

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Nachteile

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Vorteile

It is very easy to implement, very friendly and out of the box "install and use"

Nachteile

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

In Betracht gezogene Alternativen

Freshdesk und SolarWinds Service Desk

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

The cost is within budget and the functionalities are aligned to ITIL

Vorteile

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

Nachteile

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Vorteile

Setting up the product is very easy. The ability to try modules as we go was an add-on. Endless customization can be done on the software. Having a product that is based on an industry standard ensures that process is followed at all stages.

Nachteile

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Vorteile

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Nachteile

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

In Betracht gezogene Alternativen

Freshdesk

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Great Integration capabilities

Vorteile

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Nachteile

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Vorteile

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Nachteile

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

Vorteile

The best part about this product is they offer an on-premise solution and a cloud solution with the price point being the same regardless of which option you choose. The support from startup to daily maintenance is extremely proficient. If you're looking for a solid entry level product for an IT service desk ticketing system this is a great product to get started with and help you grow until you reach the next level.

Nachteile

While there are many features of this product at a very low price point some features look as if they're not as refined as more expensive products.

Vorteile

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Nachteile

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Vorteile

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Nachteile

The software is really robust and offers a lot, i don't have anything to complain about.

Vorteile

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Nachteile

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

Vorteile

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Nachteile

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

Vorteile

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Nachteile

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Vorteile

Easy to setup and to use. It's alwas improving the features. The mutli portal is also a good improvement opening the scoop of service. Repport are also easy to setup.

Nachteile

some field selection on creation of ticket sometimes a little slow to be confirmed. This makes it difficult to do a fast encoding

Vorteile

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Nachteile

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Vorteile

I like so many of the features available in the system for managing the ticketing system and integrating with Office365. I like to ability to manage change control, incidents and assign tasks, drop notes.

Nachteile

Searching is not as good as I like it to be. sometimes it is not easy to search for a previous incident by keywords.

Vorteile

Reliable, yet easy to use ticketing system. Provides great configuration options, get hold of open requests, tasks, projects. Great way to organize teams.

Nachteile

Projects module still leaves a lot to be desired. Good for basic stuff only, although it is not meant to replace more complete (and expensive) project management solutions.

Vorteile

single software for complete operations need, cmdb, purchase, change management integration with other manageengine softwares

Nachteile

Asset inventory part needs improvement. currently if we format it detects 2 devices there should be some eay that it detect same system even tho we change OS