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ManageEngine ServiceDesk Plus Logo

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Cloud IT Help Desk Software

(26)

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ManageEngine ServiceDesk Plus Features

Features Summary

Functionality

4.4

/5

207

Total features

79

10 categories

ManageEngine ServiceDesk Plus features

API
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management

Common features of Asset Tracking software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Asset Assignment
Asset Kitting
Asset Lifecycle Management
Asset Tracking

Price starts from

16

/user

Per month

Pricing options
Free plan
Subscription
Free trial

Screenshots

Contenders comparison

Functionality

4.4

/5

207

Price starts from

16

/user

Per month

Total Features

79

Unique features

  • Availability Management

  • API

  • Change Management

  • Recurring Issues

Functionality

4.7

/5

6K

Price starts from

ic-pricetag

No pricing info

Total Features

42

Features in Common

9

Unique features

  • Bug/Issue Capture

  • Agile Methodologies

  • Data Import/Export

  • Integrated Development Environment

Functionality

4.7

/5

336

Price starts from

1575

Per year

Total Features

33

Features in Common

11

Unique features

  • Data Security

  • Automatic Patch Deployment

  • IT Reporting

  • Real-Time Monitoring

Common ManageEngine ServiceDesk Plus comparisons

Reviewers who mentioned features said:

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Jaime Isai O.

Information Technology and Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ServiceDesk Plus ManageEngine

Reviewed 2 years ago

Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.

Pros

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.

Cons

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.

DD
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David D.

Nonprofit Organization Management, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend5/10

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User Experiance

Reviewed 2 years ago

Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..

Pros

I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management....

Cons

As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.

AS
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Alex S.

Management Consulting, 201-500 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend3/10

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Lots of useful features; But counter-intuitive and clunky overall

Reviewed 6 years ago

We migrated from Spiceworks - a freeware ticket system to - ManageEngine ServiceDesk Plus. While it is better than Spiceworks, I definitely think we bought the wrong solution. Implementing and customizing ServiceDesk took over a year. Support is absolutely terrible, it's all based out of India so there is a timezone difference and a major language barrier. It was very often that they would not reply...

Pros

Advanced Customization, in-depth reporting, lots of add-on tools (more than just a ticketing system)

Cons

Everything is counter-intuitive and not user friendly. The support is awful. There seems to be no application development to fix their shortcomings and flaws.

pp
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pritesh p.

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Organization improvement product : ManageEngine ServiceDesk Plus

Reviewed a year ago

We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

Pros

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Cons

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

AP
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Ankit P.

Banking, 10,001+ employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Keep Track of Issues

Reviewed 7 months ago
Pros

ServiceDesk Ticketing tool is one of the best that eases the work of the IT Technicians, it is very easy to deploy and Integrate with other applications, it has lot of features which are very useful like Asset Management, Change Management, Problem Management, we can even fetch the reports in an instant.

Cons

The UI of the application can be improved so it can become more user friendly

RC
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Ryan C.

Telecommunications, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus (MSP)

Reviewed 6 years ago
Pros

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.

Cons

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.

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Thomas B.

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Used as the main incident ticketing tool

Reviewed 6 years ago
Pros

What I like most about the application is it had customizable fields for ticket input data. Also the application provides details analytics.

Cons

The first issue that pops in my head is the trouble we went through migrating all of our old data from our old ticketing system to the new ticketing system. However, if you are starting from nothing the set up is not complicated.

BM
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Basil M.

Computer Software, 1-10 employees

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Exactly as they advertise. Big 4's are a pain.

Reviewed 8 years ago

We used ServiceDesk in the ISP (Internet Service Provider) that I worked for. We nearly lost hope in finding good helpdesk software with ITIL compliance. We even considered building a home-made application. For two years, BMC Remedy gave us a hard time from a usability and performance perspective, in addition to their highly priced customization bills. Until, one day, a decent consultant forwarded...

Pros

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.

Cons

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'.

AW
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Andrew W.

Hospital & Health Care, 5,001-10,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Life changing

Reviewed 3 years ago

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.

Pros

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

Cons

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.

AR
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Verified reviewer

Information Technology and Services, 501-1,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Servicedesk product at an affordable price

Reviewed 4 years ago
Pros

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.

Cons

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

NZ
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Nick Z.

Public Policy, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend4/10

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You get what you pay for

Reviewed 6 years ago

When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Pros

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Cons

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

ES
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Edgar S.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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Awesome Ticketing System

Reviewed 5 years ago

Overall this software is a great ticketing system, i would recommend this to my colleagues.

Pros

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.

Cons

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

Bo
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Bill o.

Financial Services, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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

Reviewed 6 years ago
Pros

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.

Cons

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.

EO
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Eric O.

Computer Software, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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The AIO Servicedesk Solution

Reviewed 3 years ago

as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Pros

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Cons

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

AR
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Verified reviewer

Financial Services, 501-1,000 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Useful tool, but not great

Reviewed 5 years ago

The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

Pros

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Cons

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

MN
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Miguel N.

11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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I have been using it for the past 8 years

Reviewed 6 years ago

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!

Pros

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

Cons

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

DR
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Dean R.

Publishing, 1,001-5,000 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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ManageEngine Servicedesk Plus

Reviewed 3 years ago

Great for ticketing and asset management.

Pros

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

Cons

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

AR
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Verified reviewer

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Good ITSM platform for its money

Reviewed a year ago

A good product with offerings to meet its competitors in the market they focus upon. Many features, which are useful in routine ITSM operations with integrations to number of platforms, including Microsoft Teams. A bit backwards comparing the automation capabilities based upon AI like in competing products. However, can say that the product offers a value for money s upon spent it.

Pros

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.

Cons

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.

BS
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Boyang S.

Information Technology and Services, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

Reviewed a year ago

Our overall experience with ManageEngine ServiceDesk Plus has been positive. The software has been reliable and has allowed us to streamline our IT service management processes. The cost is a bit of a barrier, but the features and capabilities that it offers make it worth the investment.

Pros

ManageEngine ServiceDesk Plus is an invaluable asset to our organization. Its intuitive user interface and comprehensive feature set make it easy to track, manage, and report on IT service requests. Automation capabilities, such as self-service portals, allow users to quickly submit and track their requests, while IT staff can quickly access and respond to service requests. The reporting capabilities are robust and allow us to quickly assess the performance of our IT services.

Cons

One of the drawbacks of ManageEngine ServiceDesk Plus is the cost. For a comprehensive ITSM solution, it can be quite pricey. Additionally, it does not offer a lot of customizability in terms of the user interface, which can be a bit of a challenge for users who are accustomed to a certain workflow.

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Harry S.

Construction, 51-200 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Great software, could use more features

Reviewed 2 years ago

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.

Pros

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.

Cons

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.

AM
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Angelo M.

Architecture & Planning, 11-50 employees

Used daily for 1-2 years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Essential to have IT culture - Following ITIL recommendations

Reviewed 2 years ago

Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

Pros

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

Cons

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

GV
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Gerardo V.

Information Technology and Services, 11-50 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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A very customizable ITSM tool

Reviewed 2 years ago

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.

Pros

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.

Cons

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.

AR
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Verified reviewer

Retail, 201-500 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend7/10

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Great product for its money

Reviewed a year ago

Overall this product is really well made and compared to its competitors is really well priced.

Pros

this product is well made and can be used for almost any company size, the best parts is ticket management and change management.

Cons

there are some functions inside some processes which are missing such as custom approval workflows in incident management or having the details in Asset management.

NJ
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Nathan J.

Insurance, 51-200 employees

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Good Cloud Based Service Desk

Reviewed a year ago

As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult.

Pros

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

Cons

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.

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Sergio D.

Information Technology and Services, self-employed

Used daily for 2+ years

Review source

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

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

Reviewed 2 years ago

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.

Pros

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.

Cons

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).