ManageEngine ServiceDesk Plus Erfahrungen

A complete, easy to deploy and use, customizable service management solution

Kommentare: We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

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).

A very customizable ITSM tool

Kommentare: ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.

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.

Review of ManageEngine ServiceDesk Plus

Kommentare: ManageEngine ServiceDesk Plus is an exceptional IT service management software that offers a wide range of tools and features. The ticket management system has been particularly useful for my organization, as it allows us to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps us to resolve requests in a timely manner and ensure that critical requests are addressed first.Additionally, ServiceDesk Plus's improved communication system allows us to communicate with customers and other stakeholders throughout the ticket resolution process. This helps us to keep customers informed and to gather feedback on the service they received.

Vorteile:

Comprehensive solution: ManageEngine ServiceDesk Plus is a comprehensive software that provides organizations with a wide range of tools and features, including ticket management, asset management, knowledge management, and reporting.Efficient tracking: ServiceDesk Plus allows organizations to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps organizations to resolve requests in a timely manner and ensure that critical requests are addressed first.Improved communication: ServiceDesk Plus's ticket management system allows organizations to communicate with customers and other stakeholders throughout the ticket resolution process. This helps organizations to keep customers informed and to gather feedback on the service they received.Reporting and analytics: ServiceDesk Plus generates data on ticket management, which can be used to analyze request trends, service level agreements (SLAs), and customer satisfaction. This helps organizations to identify and address performance issues and to make data-driven decisions.Mobile Access: ServiceDesk Plus allows the users to access and manage the tickets through mobile devices, which allows them to access their data from anywhere and have more flexibility.

Nachteile:

Limited customizability of workflows: ServiceDesk Plus may have a limited ability to customize workflows to match the specific needs of an organization, which can limit the efficiency of the system and restrict the ability of organizations to automate their processes.Limited integration options: ServiceDesk Plus may have limited integration options with other software, which can make it difficult for organizations to use ServiceDesk Plus as part of their overall IT strategy. This can limit the functionality and efficiency of the system.

Basic Helpdesk Application

Kommentare: Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Vorteile:

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Nachteile:

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

Great software, could use more features

Kommentare: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

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.

Great ticketing system for helpdesk

Kommentare: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

Vorteile:

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

Nachteile:

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

A basic Helpdesk software

Kommentare: I enjoy the product. We can spend more time handling tickets and less time managing the program that handles tickets.

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.

Manage Engine Service Desk Review

Kommentare: We used it as a ticket system for IT but overall did not like the experience.

Vorteile:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

Nachteile:

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

Good IT Ticking system

Kommentare: The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

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.

Best Ticketing Software for IT Services

Vorteile:

We can easily generate customized log reports with user friendly in nature Change Management Workflows

Nachteile:

The software have some issue related to schedule task specially in end of week

One stop shop for ITIL based efficient Servicedesk

Kommentare: Excellent support tech makes all the difference. Having a dedicated support tech that knows your environment and can assist at all times is a big plus. The team listens to your requirements and release it as features in future releases of the product.

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.

Life changing

Kommentare: My experience of using this software has been amazing. It has been like switching on a light to dispurse the darkness that has been sat over my work life for so long.

Vorteile:

When I use this software my mind is suddenly fee of clutter, I feel smarter and have to work less.

Nachteile:

The only feature that is missing is the ability to turn back time. With this feature, I would be able to start using Service Desk Plus from the very beginning.

Servicedesk product at an affordable price

Vorteile:

The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.

Nachteile:

The interface could have been much much better. Adding of extendedattributes could have been made easier.

Review Manage Engine SDP

Vorteile:

Easy to Use Easy to Setup customer-centric UI

Nachteile:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

ServiceDesk Plus - Manage your Helpdesk with Ease

Kommentare: it has been an invaluable tool these past years to keep track of our helpdesk tickets.

Vorteile:

The software is great for tracking our IT helpdesk tickets. It provides easy to configure analysis options. Another plus is the option to keep and manage a knowledgebase of common solutions.

Nachteile:

You have to be careful when assigning tickets from the main menu. I once clicked on the wrong check box when wanting just to select the very first ticket and thereby assigned all open tickets to one technician. Took us a few minutes to get all the tickets reassigned to the correct tech.

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

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.

Under Utilization Of Tool And Almost No Support From Vendor

Kommentare: The tool provides with various features of which we at our company are using only Incident Management & Change Request Feature, there are other various features which are available like Asset management, but since there is no one from support team working or timely feedback taken from customer for improvement the tool is very much under-utilized.

Vorteile:

Incident management report which is very critical as being part of service delivery

Nachteile:

Product support from vendor is not upto the mark

I have been using it for the past 8 years

Kommentare: Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!

Vorteile:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

Nachteile:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

It has made producing reports easy

Vorteile:

It is ITIL based and makes me manage projects, changes and incidents under one console .users are able to log tickets using email and portal which gives them options .

Nachteile:

The System is not integrated with social media handles like twitter, Whatsapp and facebook where some of our users want to post querries .Users also highlighed that they want to log using sms of which it is not possible .

Great Tracking Tool and Self-Service

Vorteile:

The software has lots of options for tracking service within the organization. The software has the ability to track SLA and integrate with your organizations ITIL methodologies. A nice self-service feature is available for staff to utilize.

Nachteile:

The software is not the most intuitive and requires some training to really be able to navigate well.

Makes tracking our work easy and efficient!

Vorteile:

The ease of use and how it generates very useful reports. It helps because any manager could walk in and see exactly how much one person has going on from their day-to-day.

Nachteile:

The search Functions That is really the only issue I found with it. It is difficult to search tasks if they are not assigned to me.

It allows controlling the user and task requirements of the support analyst.

Vorteile:

The reports and graphics that can be generated and programmed.The collected information is easy to consolidate to generate the respective reports

Nachteile:

The search options are complicated. The interfaces between the systems screens are not very striking the analysts, maybe they can be improved in new versions.

Nice tool for IT

Kommentare: Stability, friendly

Vorteile:

Friendly, this is powefull tool that let us to take all over control, the DB Base option Postgress or MS SQL Server is comfortable

Nachteile:

The admin GUI i think that you have to reorganize it, is difficult to seek something, of the rest I like the ease of handling

Works well for us.

Vorteile:

Very easy to manage, when purchasing email to ticket was a big feature for us. However, many other options now have that too. Like the ease of use for users.

Nachteile:

Tried the asset management and didn't really work for us.

ManageEngine ServiceDesk Review

Kommentare: ManageEngine ServiceDesk is primarily used ticket management. It has helped the organisation in improving its internal complaint handling processes and provides resolution statistics which are used in decision making.

Vorteile:

The software is great and easy to use. It was very easy to setup and easy to use by non-admin users for complaint reporting, monitoring and tracking. Its integration with Active Directory allows for easy and seamless log in and authentication which makes the experience wonderful.

Nachteile:

The software tends to be slow when accessed over the network during peak hours.