Product(s): ManageEngine ServiceDesk Plus
Overall Comment:"It is an ITSM tool that helps organizations to run their IT operations smoothly. It helps the IT team to detect and troubleshoot technical issues before they disrupt workflow or pose any security threat to your organization. It can be installed on-premises or in the cloud and organizations can also choose a hybrid model according to their requirements. It provides remote monitoring and management functions to streamline workflows. It can be deployed on both either on premises or cloud as per the use cases of the customer. "
It automates ticket management for the IT help desk and the end user. It provides multiple ways through which we can generate the tickets like:- emails, websites or over the call as per the user need. It automatically converts the issue into a ticket, which is then assigned to the IT professionals based on their expertise and availability. It has an automated notification function that sends an auto-generated notification about the current status of their tickets. It helps in tracking your hardware and software assets on a centralized dashboard. With the help of its automated scanning tool it discovers all the assets within the organization and also provides the details in human readable format. It provides the tracking of IT and non IT assets with their license details over the console.
It has a complex UI for freshers or beginners who have never worked on it, and need training before working on it. There are limitations in third party integrations. Some desktop functionalities may not be available in the mobile app which sometimes bring challenges for the user who are not using their system to raise the ticket.