Avis clients sur ManageEngine ServiceDesk Plus

More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.

Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.

It is very easy to implement, very friendly and out of the box "install and use"

The manufacturer invests a lot in developing the part of requests and incidents but has left aside modules such as problems, projects or changes.

The environment that hosts this product is the most stable part about it. Updates and upgrades are available with extreme frequency.

Support is limited and always takes several days to resolve. Bugs and Bug Fixes are plentiful and patched at a blistering pace which opens new issues. Opening a support ticket will usually result in a custom patch or request to update to latest patch.

A really good product with value for money offerings. Nice dashboards with intuitive and user-friendly UIs to keep you attracted towards the product. Relatively easy to set-up and deploy with easy integrations to other product offerings from Manage Engine. The built-in templates are really helpful and can be employed with customisations based on requirement basis to need clients unique requirements.

Product support has been a concern which is one of the key reasons for the product being not getting the respective place in market against competition. There are many features and would require the support of the vendor to get them up and running perfectly. On-premise deployments tend to give lots of trouble, specially in the domain of getting them updated and patched. Further, would require additional components from other products to get the entire capabilities of an ITSM suite and thus would require to either deploy an agent along with the management consoles.

Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.

All the customization options. We were really able to tailor the product to our processes. The pricing is fantastic and saved us thousands. Sdplus just integrates with nearly all other ME products. You can make your ticketing systems a one-stop shop for supporting users. Love that there is a mobile app that our staff can use. Specifically our IT staff when it comes to inventory as they can use their phones as a barcode scanner to track inventory. One less device they need.

There are so many features, initial setup can take a while to configure everything.

Incident management. SLA management and escalations. Customizable ticket templates. Create a knowledge base for users.

There is nothing really we have not liked so far with the product.

Very simple and intuitive graphical user interface, highly customizable

Notorious problems with application updates

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

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.

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

Product support from vendor is not upto the mark

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.