Avis clients sur ManageEngine ServiceDesk Plus

Avantages

1. Light-weight and highly responsive. Intuitive interface.
2. Wonderful 'Solutions Knowledge Base' side feature based on articles and with an excellent search functionality. (We no longer use Media Wiki, however I'm doubtful about dropping MediaWiki).
3. The ServiceDesk API gives you unlimited abilities to automate and integrate with other applications. For example, we were able to integrate Nagios Network Monitoring tool so that a high priority alarm could automatically open a ticket on ServiceDesk Plus.

4. I admire the effort they placed on their online documention with their and searchable online you'll hardly need to contact support.

Inconvénients

Nothing major, but would like to see improvements in the following areas:
1. Provide a visual view of all entities in the system. Virtual Machines, Routers, Physical Servers, etc. using graphing tools.
2. Provide a searchable menu. For example, if I type "LDAP Authentication" this would show me the "Domain Controllers" in the setup menu (Similar to CPanel's menu search feature).
3. More help notes & tips on 'what to do next' and on 'keyboard shortcuts'.

Avantages

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.

Inconvénients

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

Avantages

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

Inconvénients

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

Avantages

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

Inconvénients

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 It also has a fairly complex interface that is out of date.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.

Avantages

I love the fact that is is simple in use. You can isntall it yourself, you can customise it the way you want and that is all sooo easy. Updating the product is a piece of cake and best part is that you can make the program like you need it.

Inconvénients

Nothing! Only pros pros pros!
Even when there is a issue, the support team is on top of it. WOW!

Avantages

It is really easy to use and understand with all the necessary plugins. The linking of documents is really easy with the bank statement import

Inconvénients

There could be additional integrations to CRM systems, such as Hubspot etc. The CRAM is very basic and needs some additional features to be useful

Avantages

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.

Inconvénients

Form builder can be improved. Adobe forms is an example of how form builder in servicedesk can be based on.

Avantages

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Inconvénients

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Avantages

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.

Inconvénients

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

Avantages

Helps easily to keep track of your open support tickets
Quickly Select between different ticket views
Built-in Approval Process
Management console offers overview of tickets worked by all technicians

Inconvénients

When trying to click to read responses you have to click exactly at the right spot otherwise for example technician or user info is displayed rather then the response text.

Avantages

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions.

Following are the most impressive features of the Service Desk

+ Easy Cloud integration
+ Best Asset management tools.
+ Best Reporting Tools.
+ Quality management capability of the staff

Inconvénients

+ Hard to implements
+ Lack of administration documentation
+ Quite Expensive( but worth for money)

Avantages

It's easy to use and configure! Their support staff and community are absolutely incredible. They even have FREE master classes to help you learn more about how it works, and user conferences where the actual developers give you hands-on training, so you find out even more about administering it. You get a head's up about new features coming down the pipe. I just can't say enough good things about it!

Inconvénients

The feature requests sometimes take a while to come through, but that you can put them in at all is a definite pro. They listen to their users!

Avantages

Starts at Free......Need I say more? --- I suppose i do, lol.

It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Inconvénients

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly.

One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that.

The support and documentation can also be a bit lacking on details.

Avantages

Workflows for tickets such as automatic approvals for new hires by a hiring manager
Multiple forms of entering a ticket (web, email, keywords in email)
Replying to user within ticket for a seamless end user experience
Separation of tasks within a ticket for different groups
Management of our contracts with automated reminders
Ability to import asset information and create relationships for identifying staff ownership of assets
Easily create solutions that both end users and technicians can refer to
Software is constantly being updated to meet needs of user base

Inconvénients

- Support can take a bit to get back to you on issues
- It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

Avantages

its really simple, likes that provides reports of technicians, or any other problem, ticket, reports can be customized, tickets can be organized by filters, which are really easy to use, like that gives important statistics on dashboard, it´s well organized on tabs so problems, projects can be found easily.

Inconvénients

maybe more options for tickets can be added, CMDB part its a bit too complicated, it should also be shown as list, notification part after update is not shown in red anymore

Avantages

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Inconvénients

The software is really robust and offers a lot, i don't have anything to complain about.

Avantages

Service desk plus is an IT ticketing program. It's fairly intuitive and somewhat easy to use out of the box. It does what it's supposed to do.

Inconvénients

If you have Analytics Plus which provides a lot of information on your ticketing system, it can be difficult to get both Analytics and ServiceDesk to communicate with each other. We requested assistance and it took a while for ManageEngine to get back to us.

Avantages

Feature rich! Automation ability is great. Affordable if you are going to use the features that it ships with. Additional modules available for additional features.

Inconvénients

Setup is a bit intensive since there are so many pieces parts and features to configure and setup. A bit difficult to navigate at first when everything is enabled.

Avantages

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.

Inconvénients

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.

Avantages

We are a small shop and didn't want to spend a lot of money on a ServiceDesk software, but we are growing and need more functionatlity than we have now. We like dhow ServiceDesk bundled together Project management, Contract Management, Tickets, and Change requests all in one project. I have used the Project management the most so far and am impressed with the features it has. I like how you can create tasks and assign them to people outside of the IT department so that if users need to do some testing they can get reminders that we are waiting on them to complete something. The ticketing system has more features than we will likley need to use, but it's nice to have the flexibility.

Inconvénients

Because there are so many modules in this software it leaves a little something to be desired in each module. I think overall there is plenty of functionality, but when you get into the details you might wish for a few more features. The Project Management module works well, but I wish I could email straight to the task items to keep them updated instead of having to go in and add comments directly.

Avantages

ServiceDesk Plus is one of the software I've used with the feature of having on-prem or cloud version as well. It allows the organization to have the data in its own infrastructure or in ManageEngine's cloud. ServiceDesk Plus is ITIL ready with processes as Incident, Problem, Change, Service Catalog, CMDB, etc. Also includes automation features, mobile access, reports configuration, and asset management.

Inconvénients

It's poor in integration variety as integrates mostly with other ManageEngine solutions which I see as barely limitative if you want to expand your approach with other solutions.

Avantages

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

Inconvénients

Product support from vendor is not upto the mark

Avantages

It works great for our help desk needs. There are plenty of other features that we still need to explore such as creating multiple groups to add in departments.

Inconvénients

Some of the features can be a little better such as the contracts section. That being said I haven't found a great contracts section for any of the products I have used.

Avantages

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

Inconvénients

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

Avantages

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 .

Inconvénients

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 .