ServiceDesk Plus

ServiceDesk Plus

4 / 5 54 reviews

Who Uses This Software?

Our software offers the ease of use SMBs need and the powerful features the largest enterprises demand. More than 100,000 companies around the world trust our product to manage their IT services.

Average Ratings

54 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • ManageEngine

About This Software

ManageEngine ServiceDesk Plus is a Help Desk and Asset Management Software. It offers an Integrated Package with Incident Management(Trouble Ticketing), Asset Tracking, Purchasing, Contract Management, Self-Service Portal, and Knowledge Base at an Affordable Price Point. ServiceDesk Plus provides all that you need to have a Full-Fledged IT Help Desk and a Productive Help Desk Staff. ManageEngine ServiceDesk Plus is available in both On-Premise and On-Demand.

  • Activity Tracking
  • Agile Methodologies
  • Alerts / Escalation
  • Approval Workflow
  • Asset Tracking
  • Assignment Management
  • Audit Management
  • Audit Trails
  • Auto Extraction
  • Automated Routing
  • Availability Management
  • Barcoding / RFID
  • Billing & Invoicing
  • Budget Management
  • Buy Side (Suppliers)
  • CMDB
  • Change Management
  • Check-in / Check-out
  • Client Portal
  • Collaboration Tools
  • Community Forums
  • Completion Tracking
  • Compliance Management
  • Configuration Management
  • Contact Management
  • Contract / SLA Management
  • Contract Drafting
  • Contract Management
  • Contract Templates
  • Cost Tracking
  • Cost-to-Completion Tracking
  • Customer Database
  • Customer Engagement Center
  • Customizable Templates
  • Dashboard
  • Depreciation Management
  • Depreciation Tracking
  • Digital Signature
  • Disposal Tracking
  • Document Management
  • Escalation Management
  • File Sharing
  • Full Text Search
  • Gantt Charts
  • Government Contracts
  • Historical Audit
  • IT Asset Management
  • IT Service Desk
  • IT Service Management
  • Idea Management
  • Inbox / Queue Management
  • Incident Management
  • Incident Tracking
  • Inventory Management
  • Issue Auditing
  • Issue Management
  • Kanban Board
  • Knowledge Base
  • Knowledge Management
  • Known Issue Management
  • License Management
  • Lifecycle Management
  • Live Chat
  • Location Tracking
  • Maintenance Management
  • Milestone Tracking
  • Mobile Access
  • Multiple Brands / Products
  • Percent-Complete Tracking
  • Portfolio Management
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management
  • Project/Product Planning
  • QR Codes
  • Recurring Issues
  • Release Management
  • Remote Control
  • Requisition Management
  • Reservations
  • Resource Management
  • Rich Text Editor
  • Risk Management
  • SLA Management
  • Scheduling
  • Self Service Portal
  • Sell Side (Customers)
  • Service Catalog
  • Service History
  • Service Reporting
  • Specialty Contracts
  • Status Tracking
  • Surveys & Feedback
  • Task Management
  • Testing / QA Management
  • Ticket Management
  • Time & Expense Tracking
  • Traditional Methodologies
  • Version Control

ServiceDesk Plus Latest Reviews

Automatically translated. Show original review

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

5 / 5
Ease of Use
5 / 5
Customer Support
4 / 5
Value for Money

Comments: 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 a link to ServiceDesk Plus. ServiceDesk Plus breaks the myth that 'java server applications are slow' and really shows that a high quality product with good efficiency and performance can be built using Java. It's all up to the engineers (and when it's slow, its all their fault). One thing I learned from ServiceDesk; don't blindly trust Gartner reports when searching for good software. At the time of searching, Gartner Quarterly reports listed BMC at the top with no mention whatsoever of ServiceDesk Plus. I'm not blaming Gartner for corrupt information, I'm sure they have their criteria in place, but at the end, they're humans, they have their mistakes, biases, misinformation, etc.

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'.

Automatically translated. Show original review

Basic Helpdesk Application

4 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money

Comments: 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.

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

Cons: 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.