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ManageEngine ServiceDesk Plus Erfahrungen

Über ManageEngine ServiceDesk Plus

Help Desk Support Software und Asset Management-Tool, enthält Knowledge Base, SLA-Management, Ticket-Tracking, Bestandsführung.

Erfahre mehr über ManageEngine ServiceDesk Plus

Vorteile:

It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities.

Nachteile:

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

Bewertungen zu ManageEngine ServiceDesk Plus

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.2
Kundenservice
4.2
Funktionen
4.4
Preis-Leistungs-Verhältnis
4.3

Weiterempfehlungsquote

8.3/10

ManageEngine ServiceDesk Plus hat eine Gesamtbewertung von 4.4 von 5 Sternen basierend auf 201 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (201)

Sergio
Sergio
IT Consultant in Italien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, Selbstständig
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

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

5.0 vor 2 Jahren

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).

Harry
Harry
Systems & Digital Marketing Administrator in UK
Verifizierter Nutzer auf LinkedIn
Bau, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Great software, could use more features

4.0 letztes Jahr

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.

Ankit
Technical Engineer in Indien
Bankwesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Keep Track of Issues

5.0 vor 3 Wochen Neu

Vorteile:

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.

Nachteile:

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

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Programmentwicklung, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Support is terrible

3.0 vor 4 Jahren

Vorteile:

Nice interface.

Nachteile:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

Boyang
Junior Data Integration Developer in Mexiko
Informationstechnologie & -dienste, 51–200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

ManageEngine ServiceDesk Plus: A Comprehensive ITSM Solution

5.0 vor 9 Monaten

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Einzelhandel, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Great product for its money

5.0 vor 9 Monaten

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

Vorteile:

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

Nachteile:

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.

Sam
Sam
Systems Administrator in USA
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Great ticketing system for helpdesk

4.0 vor 4 Jahren

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

Nicat
Nicat
Network and network security engineer in Aserbaidschan
Verifizierter Nutzer auf LinkedIn
Staatsverwaltung, 201–500 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

My experience has been amazing and productive

5.0 vor 7 Monaten

Kommentare: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

Vorteile:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

Nachteile:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Maschinerie, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A bit separated but getting better

4.0 vor 3 Jahren

Kommentare: Overall, we've seen our share of good and bad days with SDP. Keeping up with their constant updates requires a lot of diligence, but the ability to expand the application and the number of other applications they are integrating with works really well for the price.

Vorteile:

In general, if you're just looking for helpdesk software to get started, but something you can expand later, this is a great option.

Nachteile:

Some of the options are not fully integrated and it's obvious they were completed by different design teams. For example, the Change Log and Project management sections don't seem to flow with the rest of the ticketing and service sections.

Ricardo
Ricardo
Business Intelligence Team Lead in Südafrika
Verifizierter Nutzer auf LinkedIn
Rechtsberatung, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Manage Engine Service Desk Review

4.0 vor 2 Jahren

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

Angelo
IT Advisor in USA
Architektur & Planung, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Essential to have IT culture - Following ITIL recommendations

5.0 letztes Jahr

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Basil
Verifizierter Nutzer auf LinkedIn
Computer-Software, 2–10 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: GetApp

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

5.0 vor 8 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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'.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Best Service desk Software

5.0 vor 5 Jahren

Kommentare: We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

Vorteile:

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

Nachteile:

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

Leia
Leia
NETWORK TECHNICIAN in USA
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ManageEngine has Streamlined our Helpdesk!

5.0 vor 5 Jahren

Kommentare: We were previously on BMC RemedyForce and it would take me an entire day to configure a simple ticket template. It takes me mere minutes with ManageEngine. Their support staff and developers are the best in the business and I can't say enough good things about my experiences working with them.

Vorteile:

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!

Nachteile:

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!

Mark
USA
Finanzdienstleistungen, 201–500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Basic Helpdesk Application

2.0 vor 7 Jahren

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.

AbdulAleem
Techincal Support in Saudi-Arabien
Gastgewerbe, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Review Manage Engine SDP

5.0 vor 2 Jahren

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.

Mike
Programmer/Analyst in USA
Papier & forstwirtschaftliche Erzeugnisse, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ServiceDesk Plus - Manage your Helpdesk with Ease

4.0 vor 3 Jahren

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.

Billy
Billy
IT Systems Specialist in USA
Verifizierter Nutzer auf LinkedIn
Einzelhandel, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Among the top

5.0 vor 6 Jahren

Kommentare: Organization is the best benefit that I received from this software. Additionally, maintaining proper process flow and accountability for resolving issues was another.

Vorteile:

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.

Nachteile:

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.

Verifizierter Rezensent
Verifizierter Nutzer auf LinkedIn
, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Great ITSM Software with on-prem and Cloud options!

5.0 vor 6 Jahren

Vorteile:

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.

Nachteile:

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.

MRUDUL
Project Manager in Indien
Medienproduktion, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Under Utilization Of Tool And Almost No Support From Vendor

4.0 vor 4 Jahren

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

Miguel
Information Technology Project Manager & Quality Assurance in Venezuela
Verifizierter Nutzer auf LinkedIn
, 11–50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

I have been using it for the past 8 years

5.0 vor 6 Jahren

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

Carlos
Carlos
System Administrator in Puerto Rico
Verifizierter Nutzer auf LinkedIn
Essen & Trinken, 5’001–10’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Over 125 users and counting!

4.0 vor 5 Jahren

Kommentare: We are a relatively small operation with 7 Technicians and around 130 users and ServiceDesk Plus fulfill all of our needs in 100% percent. We have been used it now for almost 4 nears and we have never experienced a single downtime on our service.

Vorteile:

I really like the fact that ServiceDesk Plus can be installed on Premises or can be run from the cloud depending customer needs.

Nachteile:

We cant add Video tutorials to our knowledge base

Herman
Senior Network and Security Administrator in Kenia
Rundfunkmedien, 501–1’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

ManageEngine ServiceDesk Plus Review

5.0 letztes Jahr

Kommentare: We cant run ICT support without this tool, its the core of our support system

Vorteile:

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

Nachteile:

Its more effective working alongside other zoho products which have to be purchased separately

Brett
ESM Manager in USA
Medizinische Praxis, 1’001–5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung
Quelle: SoftwareAdvice

Great Tracking Tool and Self-Service

4.0 vor 6 Jahren

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.

Mack
System Administrator in USA
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Makes tracking our work easy and efficient!

5.0 vor 5 Jahren

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.