Overview
Product Information on ServiceDesk Plus
Updated 13th October 2025
What is ServiceDesk Plus?
ServiceDesk Plus Pricing
Overall experience with ServiceDesk Plus
Chief Information Officer
1B - 3B USD, ManufacturingFAVORABLE
“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 Associate
Gov't/PS/ED 5,000 - 50,000 Employees, GovernmentCRITICAL
“ServiceDesk Plus Offers Wide Functions But On-Premises Lags Behind Cloud Updates”
The overall features you get with ManageEngine ServiceDesk Plus are very wide and fairly good but a lot of the development is more so based on the Cloud SaaS product vs. the on-premises product. A few of the features we're looking for are only available on the Cloud version of ServiceDesk Plus.
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.
Company Details
Year Founded
2002
Head office location
Del Valle, United States
Number of employees
5001 - 10000
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- 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. - IT INFRASTRUCTURE TECHNICIAN<50M USDFinance (non-banking)Review Source
Support Team’s Responsiveness and Software Reliability Stand Out in Everyday Use
I have been using ServiceDesk Plus for over 10 years. The most consistent comments I have about ServiceDesk Plus as a whole is that the support team is incredibly helpful and makes this product worth the continued use, as well as the product has remained mostly the same over the years. - Lead - Platform & Automation<50M USDIT ServicesReview Source
Predictive AI and Workflow Features Advance ServiceDesk Plus Despite Integration Limits
We are currently using ManageEngine ServiceDesk Plus for all ITSM modules which includes incident, change, problem and SR. We have integrated SolarWinds observability to convert alerts into incident tickets in ITSM using a mailbox, it's configured to create an INC/SR once an email is received. Defined workflow for INC, Problem, change and SR. We have configured multi-level approval within the workflow and SLA for SR and INC. Developed a workflow for standard/normal/emergency change and SR request. We also configured CloudFX select FX to send an API request to raise an SR request for service catalog provisioning request and auto resolve based on the success or failure of service provisioning. Additionally, we have integrated CloudFX SinglePaneFX module to fetch ITSM details and developed various ITSM persona dashboards. We have recently enabled ServiceDesk Plus predictive AI and GenAI features in our ServiceDesk Plus instance and it has already started predicting technician, category, sub-category, technician group, etc and we can summarize the INC conversion and ask Zia GenAI feature is going to be a game changer for ManageEngine ITSM. - It Manager10B+ USDIT ServicesReview Source
Centralized IT Support and Improved Visibility Using ServiceDesk Plus Platform
Our overall experience with ManageEngine ServiceDesk Plus has been very positive.It helped us centralize our IT support processes and improve visibility across incidents,service requests,and assets.The platform is user-friendly,flexible,and easy to adapt to our internal workflows.It has improved efficiency and made daily IT operations more structured and manageable.
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