ManageEngine ServiceDesk Plus

Vorteile

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup.
Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

Nachteile

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

In Betracht gezogene Alternativen

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Vorteile

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

Nachteile

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

In Betracht gezogene Alternativen

Warum ManageEngine ServiceDesk Plus gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus

Vorteile

Nice interface.

Nachteile

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it.
Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing.
You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support.
Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Vorteile

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

Nachteile

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

In Betracht gezogene Alternativen

Vorteile

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title).
I used it at a previous company and introduced it to my new company with great success.

Nachteile

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

In Betracht gezogene Alternativen

Warum ManageEngine ServiceDesk Plus gewählt wurde

Zuvor genutzte Software

Gründe für den Wechsel zu ManageEngine ServiceDesk Plus