What is ManageEngine ServiceDesk Plus?

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.

Who Uses ManageEngine ServiceDesk Plus?

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

Where can ManageEngine ServiceDesk Plus be deployed?

Cloud, SaaS, Web-based, Windows (Desktop), Linux (Desktop), Windows (On-Premise), Linux (On-Premise), Android (Mobile), iPhone (Mobile), iPad (Mobile)

About the vendor

  • ManageEngine
  • Located in The Octagon, US
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Canada, China, India, United Kingdom and 1 others

Languages

Arabic, Chinese, Danish, Dutch, English and 13 others

ManageEngine ServiceDesk Plus pricing

Starting Price:

US$120.00/year
  • Yes, has free trial
  • Yes, has free version

ManageEngine ServiceDesk Plus has a free version and offers a free trial. ManageEngine ServiceDesk Plus paid version starts at US$120.00/year.

Pricing plans get a free trial

About the vendor

  • ManageEngine
  • Located in The Octagon, US
  • Founded in 1996
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Canada, China, India, United Kingdom and 1 others

Languages

Arabic, Chinese, Danish, Dutch, English and 13 others

ManageEngine ServiceDesk Plus videos and images

ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus requests
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus assets
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ManageEngine ServiceDesk Plus video
ManageEngine ServiceDesk Plus Software - ManageEngine ServiceDesk Plus requests
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Features of ManageEngine ServiceDesk Plus

  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Automated Routing
  • Barcoding/RFID
  • CMDB
  • Change Management
  • Check-in/Check-out
  • Collaboration Tools
  • Commenting/Notes
  • Compliance Tracking
  • Configuration Management
  • Contract/License Management
  • Cost Tracking
  • Customer Support
  • Customisable Branding
  • Customisable Reports
  • Dashboard
  • Full Text Search
  • Help Desk Management
  • IT Asset Management
  • Incident Management
  • Incident Reporting
  • Inventory Management
  • Issue Auditing
  • Knowledge Base Management
  • Knowledge Management
  • Location Tracking
  • Mobile Access
  • Multi-Channel Communication
  • Prioritisation
  • Problem Management
  • Real Time Reporting
  • Release Management
  • Reporting/Analytics
  • Self Service Portal
  • Service Catalogue
  • Service Level Agreement (SLA) Management
  • Supplier Management
  • Support Ticket Management
  • Task Management
  • Third Party Integrations
  • Ticket Management
  • Workflow Management

Alternatives to ManageEngine ServiceDesk Plus

Download free IT help desk software for IT pros & sysadmins around the world in all businesses. Support & mobile apps also free.
Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
ConnectWise Control provides the ability to view and control devices from anywhere there is an Internet connection. Learn more about ConnectWise Control
With 15+ years in the agile space, Jira offers teams the top tools and best practices to provide the right foundation for growth. Learn more about Jira
An open source customer support system that organizes, manages and archives incoming support requests.
ServiceNow automates daily support tasks and help you to track, measure, and process any unit of work. It's easy to use and scalable.
Online ITSM Service Desk with Incident, Problem, Change, Release & Asset Management, in addition to powerful ticketing & automation Learn more about Freshservice
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you. Learn more about SolarWinds Service Desk
TeamViewer empowers you to connect to any device to support anyone, any process, or anything — from anywhere, anytime.

Reviews of ManageEngine ServiceDesk Plus

Average score

Overall
4.3
Ease of Use
4.2
Customer Service
4.1
Features
4.3
Value for Money
4.2

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Jaime Isai
Jaime Isai
Senior Network Engineer in El Salvador
Verified LinkedIn User
Information Technology & Services, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

ServiceDesk Plus ManageEngine

5.0 2 months ago New

Comments: 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.

David
Network & Infrastructure Engineer in UK
Nonprofit Organization Management, 51-200 Employees
Used the Software for: 2+ years
Reviewer Source

User Experiance

5.0 7 months ago

Comments: 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. The application owners also like the reporting side of this application. The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes. There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.

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.

Alternatives Considered: ServiceNow Customer Service Management and ConnectWise Control

Reasons for Choosing ManageEngine ServiceDesk Plus: The Jira was an on-premis system that was getting old.

Switched From: Jira

Reasons for Switching to ManageEngine ServiceDesk Plus: There were some great deals with ManageEngine at the time. Plus the cost of the service was very competitive in the marketplace.

Mark
US
Financial Services, 201-500 Employees
Used the Software for: 2+ years
Reviewer Source

Basic Helpdesk Application

2.0 6 years ago

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.

Gerardo
Product Manager in Mexico
Information Technology & Services, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

A very customizable ITSM tool

5.0 3 months ago

Comments: 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.

Alternatives Considered: ServiceNow Customer Service Management and Zendesk

Reasons for Choosing ManageEngine ServiceDesk Plus: The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Switched From: FootPrints

Reasons for Switching to ManageEngine ServiceDesk Plus: ServiceDesk Plus offered the same functionalities of ServiceNow for less money and ZenDesk didn't has the required modules.

Sergio
Sergio
IT Consultant in Italy
Verified LinkedIn User
Information Technology & Services, Self Employed
Used the Software for: 2+ years
Reviewer Source

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

5.0 6 months ago

Comments: 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).

Alternatives Considered: Spiceworks, SysAid, ServiceNow and osTicket

Reasons for Switching to ManageEngine ServiceDesk Plus: Completeness of functions, ITIL orientation, ease of use