Marg ManageEngine ServiceDesk Plus
Marg ERP 9+
4.2
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ServiceDesk Plus is the industry-leading ITSM platform that helps IT teams automate every aspect of their service delivery with powerful workflows. From incident and problem management to service request management, IT asset management, and change management, it is a truly unified, single console for IT service management. Thousands of customers—both SMBs and enterprises alike—attain optimal value from ServiceDesk Plus year after year.
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Key Specification
| Other Categories: | |
|---|---|
| Deployment: | Cloud Hosted,On Premise,Any |
| Customer Support: | Phone,Email,Live Chat,Online (Ticket),Business Hours |
| Customization: | Yes |
| Languages Support: | Arabic, Bulgarian, Chinese, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, Georgian, German, Greek, Hebrew, Hindi, Hungarian, Icelandic, Indonesian, Italian, Japanese, Korean, Latvian/Lettish, Lithuanian, Macedonian, Norwegian, Polish, Portuguese, Romanian, Russian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Welsh |
Who uses ManageEngine ServiceDesk Plus
Company Details
- Company Name: ManageEngine
- Headquarter: Chennai, Tamil Nadu India
- Website: Visit Website
ManageEngine ServiceDesk Plus Description
ServiceDesk Plus is an enterprise and IT service management platform that helps you design and automate services faster and better, leading to soaring productivity levels. Redefine your ITSM practices with end-to-end automated workflows, no-code customizations, and accurate reporting and dashboards.
Its key capabilities include incident and problem management, service request management, IT asset management, change and release management, knowledge management, and IT project management.
With the built-in enterprise service management capabilities, ServiceDesk Plus can also be established as a service management platform for functions beyond IT, including HR and facilities. Service delivery processes can be automated with the wide range of no-code and low-code workflows, connecting both teams and other enterprise applications.
ServiceDesk Plus also accommodates the most niche, industry-specific requirements with the platform's low-code custom app builder. Used by SMBs and enterprises alike, ServiceDesk Plus is a region- and vertical-agnostic ITSM platform that is easy to set up—without heavy implementation overhead or developer effort.
Key Features & Specifications
- Self Service Portal
- Live Chat
- Transfers
- Project Management
- Configuration Management
- Contract/License Management
- Supplier Management
- Compliance Tracking
- Cost Tracking
- Procurement Management
- Email Integration
- IT Asset Management
- Inventory Management
- Service Desk (ITIL ITSM)
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User Reviews
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What do you like best?
ServiceDesk makes it easy to manage and update tickets from a technician's view. The user interface is simple and responsive, which allows for quick usage.
What do you dislike?
From an administrative view, ServiceDesk is not very featured. It is fairly simplistic and basic on features to make workload & automation easier.
Recommendations to others considering the product:
ServiceDesk will meet your helpdesk needs and help manage your team within IT.
Do consider other options, but if you're looking for something simple and easy, this is a good consideration.
What problems are you solving with the product? What benefits have you realized?
We have migrated from no ticket system to ServiceDesk, which helped with organization of tasks that needed to be done.
What do you like best?
As a product, it offers a great deal of out of the box functionality for a relatively small annual user cost. It handles email-based communication well, and has an easy to use web interface for clients and Support Engineers alike. New features are also added with reasonable regularity.
Hardware requirements are very minimal, and setup is simple (provided you stick with the common deployment scenarios.
The user community and forums are a regularly update by both the provider and other users.
What do you dislike?
The product can quickly become non-configurable beyond basic requirements and use-case scenarios which the developer imagined, with new features often missing the mark of user stories, or sometimes even sensible usability tests.
The support team are willing, but often fob users off on the forum without any clear indication of when (or even if bugs or feature requests will be raised.
Recommendations to others considering the product
Look carefully at whether it meets your needs via a trial; don't assume that the marketing collateral is actually what the software provides once you move from the basic functionality.
If you can use it for a year or two as your company grows, then it's definitely a great stop-gap product if it delivers the majority of your immediate requirements; just don't expect their support or development teams to take much notice of bugs or functionality requests...
What business problems are you solving with the product? What benefits have you realized?
The need to track client support incidents across an internationally distributed support team at a fraction of the cost of alternative, more mature/industry-standard offerings.
What do you like best?
- AD Authentication
- Able to have emails, notes, history all contained within a ticket.
- Customizable request screens/columns
- Use of Business Rules to auto-route tickets
What do you dislike?
- Service Catalog features are limited. You cannot expand and collapse sections within the template or incorporate additional graphics to enhance the look.
- Search functionality issues
- Cannot have email conversations added to Change Requests when CAB members want to discuss details.
- Unable to set scheduler by hourly shifts. Eg. Technician group A works from midnight to 8am. Technician group B work from 8am to 4pm.
Recommendations to others considering the product
Works best for mid-sized to smaller companies. I don't think this tool works best for large corporations especially if there are complex processes and workflows.
What business problems are you solving with the product? What benefits have you realized?
Business rules are helping to automatically route tickets and reduce extra work for Service Desk and speeds resolution times and improves customer satisfaction.
What do you like best?
There are many functions and features in one software, like helpdesk, change management, IT stock, Solution ...This is best software for medium business. To manage all of IT service and stock in database, it is easy to control.
What do you dislike?
It is very difficult to configure when implement on the first time. Must to join the training or webinar how to use it.
What business problems are you solving with the product? What benefits have you realized?
To manage all of IT services, helpdesk and IT stock on the software, keep on one database. It is easy to central management and support user, tracking on time and report case by case. The interface is support vietnamese langugage.
What do you like best?
The only thing that I would say is good about Service Desk Plus is the speed of the application. One thing that is good about Service Desk Plus is the ability to import asset tracking into the system
What do you dislike?
There are many features I think could be improves upon, I am biased because the previous ticket system had everything we needed but it was slow and crash constantly. We also couldn't import assets into the system for tracking,
Recommendations to others considering the product
I would recommend a side-by-side comparison between your current ticket system and Service Desk Plus and determine what is vital and what is not necessary.
What business problems are you solving with the product? What benefits have you realized?
The primary use of Service Desk Plus is the ticketing system aspect that is used by our Service Desk to create and send tickets to support.
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Frequently asked questions
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ManageEngine ServiceDesk Plus has 0 plans.
ManageEngine ServiceDesk Plus is the Service Desk Software used for the below functionalities.
Top 5 ManageEngine ServiceDesk Plus features
- Self Service Portal
- Live Chat
- Transfers
- Project Management
- Configuration Management
ManageEngine ServiceDesk Plus provides Phone,Email,Live Chat,Online (Ticket),Business Hours support.
ManageEngine ServiceDesk Plus is allowed 30 Days Free Trial.
ManageEngine ServiceDesk Plus provides Help Guides,Video Guides,Blogs,Webinars,Infographics,Case Studies,Whitepapers,On-Site Training for the software training.
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