Overview
Product Information on ServiceDesk Plus
What is ServiceDesk Plus?
ServiceDesk Plus Pricing
Overall experience with ServiceDesk Plus
“A robust and flexible ITSM platform that scales and deliveres strong value when paired with clear governance”
“ServiceDesk Plus Offers Comprehensive Features With Steep Learning Curve After Updates”
About Company
Company Description
As the enterprise IT management division of Zoho Corp., ManageEngine empowers you to take control of your IT, from your security, networks, and servers to your applications, service desk, Active Directory, desktops, and mobile devices.
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About ServiceDesk Plus
Reviewer Insights for: ServiceDesk Plus
Deciding Factors: ServiceDesk Plus Vs. Market Average
Performance of ServiceDesk Plus Across Market Features
ServiceDesk Plus Likes & Dislikes
What we like most about Service Desk Plus is its strong functional breadth combined with a high level of configurability. The solution covers core ITSM capabilities comprehensively, including incident and request management, asset management and CMDB support, without requireing addional modules for basic use cases. Standout strengths include: 1) Configurability and flexibility: the ability to adapt workflows, forms and processes to organisational needs rather than forcing standard templates. 2) Operational stability and reliability: consistent performance in daily operations, even as usage and process maturity increased. (Cloud Version) 3) Value for money: Enterprise-grade ITSM capabilities at a cost point suitable for mid-sized organisations, without the overhead of large enterprise suites.
This is a very comprehensive helpdesk tool that allows for invertory and problem logging
I really like the workflow builder. Workflows in ServiceDesk can be created using a detailed workflow builder tool. From Start to End, you can drag and drop different items on a grid in order to add notification stages, approval stages, and adjust outcomes based on the workflow status. Workflows in services, for example, can be adjusted to indicate to the user whether their service is assigned, in-progress, completed, or ready for review. Each stage can perform an action such as notifying the user or even the whole company or set the status of a change. Customizations to these workflows have allowed for the creation of an onboarding tool, mover tool, and even a leaver tool based on company specific tasks rather than buying a whole other solution.
The main weaknesses we experienced are mostly related to usability and effort rather than functional gaps. 1) Initial setup and configuration effort: fully leveraging the platform requires a well-defined process model and dedicated internal ownership. The learning curve can be steep without prior ITSM experience. 2) Advanced reporting and analytics: while standard reports cover basic needs, more complex reporting and cross module analytics require additional configuration and are not fully intuitive out of the box. 3) Integration depth for complex environments: integrations are available, but more advanced or non-standard scenarios can require workaroudns or custom effort.
Upgrade changes too much and users have to learn how to use software again.
While we like the advanced customizable incident and service templates, ManageEngine's Service Desk Plus limits you on how many additional fields you're able to use depending on what database you use as your backend. As we added more departments to our SD instance, we required more customized templates. Our situation ultimately required more additional fields than what the cloud version could sufficiently manage and required us to migrate to on premises with SQL. Hopefully future versions of the cloud will support more additional fields.
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ServiceDesk Plus Reviews and Ratings
- Chief Information Officer1B-10B USDManufacturingReview Source
A robust and flexible ITSM platform that scales and deliveres strong value when paired with clear governance
Our overall experience with Service Desk Plus has been exceptional. The platform has consistently met, and in several areas, exceeded our expectation as the core ITSM solution for a heterogeneous and evolving IT landscape. Its functional breadth and configurability enabled us to align the tool closely with our operational and governance requirements, rather than adapting processes to system constraints. In daily operations, Service Desk Plus proved stable and dependable, supporting structured incident and request handling, asset management, and the stepwise introduction of CMDB practices. The solution scaled well as process maturity increased, and it supported the professionalization of the service desk without introducing unnecessary overhead. Areas that required more effort were primarily related to initial setup and advanced configuration. To fully leverage the platform, clear process definitions and dedicated ownership are essential. Some advanced reporting and integration scenarios are not entirely intuitive out of the box and require additional configuration. These aspects were manageable and did not materially impact the overall value delivered. Overall, Service Desk Plus provided strong value for money and demonstrated enterprise-grade capabilities while remaining accessible for a mid-sized organization. Its flexibility, stability, and depth of functionality are the key reasons behind our exceptional rating. - It Associate50M-1B USDBankingReview Source
ServiceDesk Plus self-hosted is a great platform for multiple teams
ServiceDesk plus is a robust ticketing and incident management software with a busy UI. SaaS hosted versions come with different features than self-hosted but lack the support for customizations that the self-hosted version offers. The software can support multiple teams, not just IT teams, such as operations teams, QA teams, facilities departments, and anything requiring a ticketing support system. Customizing the forms and templates requires some technical skill, but ManageEngine offers robust training modules and masterclasses to better develop complex workflows based on the support request type. Managing work logs, solutions, change controls, and associating multiple incidents to problems are possible within ServiceDesk. Incidents or Requests can be escalated to Changes, Problems, or even projects depending on the situation. Teams can divide up regular organizational IT changes and software changes using the Changes module or the Releases module. Managers can track technician time, allocate resources with its scheduling system and produce detailed reports using the Reports module. - Customer Service & Support Associate50M-1B USDBankingReview Source
Efficient Service Desk Platform Hampered by Outdated Interface and Support Delays
Easy to implement and use, highly customizable, and manages all aspects of IT service management in one place. Occasional issues with support and advanced reporting, but overall a reliable ticketing solution - Desktop Support Technician 250M-1B USDSoftwareReview Source
Robust and cos effective ITSM Platform with room for UI modernization
It is superb tool to use as it has all the functionality that is needed for ticketing, triaging, AI features for Chat bots and many more - IT MANAGER<50M USDServices (non-Government)Review Source
Effective IT Helpdesk Solution With Smooth Setup and Customizable Enterprise Features
The platform on initial glance seems quite huge and spread out. Once we take time to look into the featues in detail we appreciate the depth and breadth of the components in Service Desk Plus. This meets our requirements regarding Helpdesk, asset management, problem management etc. There were a couple of features that we were looking into that is currently missing (like Gatepass management).