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ManageEngine ServiceDesk Plus OverviewUNIXBusinessApplication

ManageEngine ServiceDesk Plus is #3 ranked solution in top Help Desk Software and #4 ranked solution in top IT Service Management (ITSM) tools. IT Central Station users give ManageEngine ServiceDesk Plus an average rating of 8 out of 10. ManageEngine ServiceDesk Plus is most commonly compared to ServiceNow:ManageEngine ServiceDesk Plus vs ServiceNow. The top industry researching this solution are professionals from a computer software company, accounting for 27% of all views.
What is ManageEngine ServiceDesk Plus?

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

ManageEngine ServiceDesk Plus Buyer's Guide

Download the ManageEngine ServiceDesk Plus Buyer's Guide including reviews and more. Updated: November 2021

ManageEngine ServiceDesk Plus Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

ManageEngine ServiceDesk Plus Video

Pricing Advice

What users are saying about ManageEngine ServiceDesk Plus pricing:
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."

ManageEngine ServiceDesk Plus Reviews

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Opoku Afriyie-Asante
Data Analyst/Software Engineer at a government with 5,001-10,000 employees
Real User
Top 20
Easy to configure SLAs and generate reports

Pros and Cons

  • "ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
  • "Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."

What is our primary use case?

We have an application that we support. Any challenge that we find in the application we report in ManageEngine ServiceDesk Plus and then we get it resolved by escalating to the vendor where necessary (The vendor manages the system infrastructure.)

How has it helped my organization?

ManageEngine ServiceDesk Plus has improved the IT standards with regards to the adherence of Service Level Agreements with the vendor. It's enabled the organization keep track of major incidents which affected the operations of the organization while measuring the performance of the vendor.

What is most valuable?

The features that I have found most valuable are the reporting module and how we configure the SLA.

Also, ManageEngine is flexible and user-friendly. Creating a ticket is quite easy. So is configuring SLAs and generating reports. It is straightforward to use.

What needs improvement?

I think the knowledge base management component could be improved a little bit. 

Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.

For how long have I used the solution?

I have been using ManageEngine ServiceDesk Plus for nine years.

What do I think about the stability of the solution?

It's the core reporting tool (for incidents and problems) for the organization that I am with.

In terms of the stability, the application is much more dependent on our availability of our network.

What do I think about the scalability of the solution?

We are looking at options; whether to procure the new versions of ManageEngine or to look at other products like System Center Service Manager or ServiceNow and the rest. We haven't been able to scale to the newer versions. We've been using just the same version for so many years. 

We are now looking at testing and reviewing other products out there before we actually do the procurement.

Our workforce is more than five thousand (5000+).

As I said earlier, it is the vendor that manages the infrastructure and we are trying to change that. Going forward, the deployment as well as the infrastructure would be championed by our organization.

How are customer service and technical support?

We maintained three (3) levels of support for incident escalations. The second (technical support) and third levels (application/database) of support were provided by vendor. That came with its challenges.

How was the initial setup?

The initial setup wasn't complex; we contracted a vendor for the setup.

What about the implementation team?

We implemented through a vendor.

Level of expertise rating:

On a scale of 1 to 10 (with 10 being excellent), I would rate them 7. 

What other advice do I have?

Because I haven't been fortunate to see the upgrades of ManageEngine, I can only speak to what I already know, and that is, if there is any ITSM tool that I would want to use for any IT company I would definitely recommend ManageEngine, but that is what I'm used to.

Even though I haven't been able to test other products and I've used a very old version of ManageEngine, I still think it met our requirements and that it has everything that we need to work as an IT department. I'd definitely recommend ManageEngine ServiceDesk Plus.

On a scale of one to ten, I would give ManageEngine ServiceDesk Plus an eight.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Anand Khandelwal
Global Service Delivery Manager at a computer software company with 10,001+ employees
Real User
Top 20
Easy to use, good integration, and great support

Pros and Cons

  • "Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
  • "It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."

What is our primary use case?

We are using it for logging all the cases. We use it to track all the efforts, ensure that all requirements are met, tickets are recorded, and the work is being done by the respective teams.

What is most valuable?

Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus.

Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly.

It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.

What needs improvement?

It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians.

For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. 

For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different. 

For how long have I used the solution?

I have been using ManageEngine ServiceDesk Plus for the last six to seven years.

What do I think about the stability of the solution?

It is very stable.

What do I think about the scalability of the solution?

It is very scalable. We have added a lot of additional modules after getting it installed. It didn't take time to add these features. There was also no change in overall features. Therefore, it is scalable. We have added more licenses and users to it, and it is working as expected. I have 4,000 users and 250 technicians.

How are customer service and technical support?

They are very good. The response that I get from the ManageEngine support is one of the things because of which I would like to go for all ManageEngine tools. Their response is good. If I compare with any other similar tool, I am pretty sure it would take two to three days to reach them, but with ManageEngine, I get a response within the same day, and sometimes, the resolution is also provided on the same day.

How was the initial setup?

The initial setup was very straightforward. Our team didn't find it hard to install it. Its graphical user interface is so easy, and it is very easy to implement this device. 

What's my experience with pricing, setup cost, and licensing?

Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.

What other advice do I have?

I would very much recommend this solution. Everybody can go for it. It is a very easy tool. It is easy for the technicians as well as for end users. It is the best solution. 

I would rate ManageEngine ServiceDesk Plus a nine out of ten because there is still room for improvement.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Learn what your peers think about ManageEngine ServiceDesk Plus. Get advice and tips from experienced pros sharing their opinions. Updated: November 2021.
554,676 professionals have used our research since 2012.
Munir Noor
System Security Engineer at a tech services company with 201-500 employees
Real User
Top 20
Friendly interface and easy to use, but needs better reporting and change management

Pros and Cons

  • "Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
  • "Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."

What is our primary use case?

We are a system integrator, and we have been dealing with all versions of this product. We have seen its development from the beginning when it was a plain ticketing solution. We have tried all the flavors of ManageEngine ServiceDesk Plus, and we have on-premises and cloud deployments of this solution.

What is most valuable?

Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly.

In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.

What needs improvement?

Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box.

A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments.

In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.

For how long have I used the solution?

We have been dealing with ManageEngine ServiceDesk Plus for seven years.

What do I think about the stability of the solution?

Starting with 9.4 builds, this product is relatively stable.

What do I think about the scalability of the solution?

It is scalable. It is just the license. You just have to apply the license, and you are ready to go.

How are customer service and technical support?

They need to be more reactive. They play around the bush to get some time to provide you a proper solution. They are majorly focused on the response time. They will respond immediately, but the response is very absurd. They are not focused on the resolution time, which is a gray area for managing support.

How was the initial setup?

It is quite easy to set up this product. Deployment duration varies based upon the requirements. An average deployment duration varies from one month to six months, but if you add certain parameters to it and the customer needs to go through all the ideal compliance processes, it would take much more time. However, most of the time, we provide a kind of consultation for the customer about how to set up incident management and incident response and how to build up the service catalog. Usually, system integrators don't do that, in which case, it can take quite some time.

What other advice do I have?

I would highly recommend customers to go with ManageEngine ServiceDesk Plus. However, it depends upon the end-user requirement. If the requirement is for more graphic designing or customized dashboards, or they want to build a big customized login screen GUI, it might not be the solution. If the requirement is focused on ideal processes, like a ticketing solution, they can go with Service Desk Plus.

I would rate ManageEngine ServiceDesk Plus a seven out of ten.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Mykola Shved
Head of Global IT Delivery at Acino Pharma AG
Real User
Top 20
Offers a complete set of features and allows us to set up different service functions in the same platform

Pros and Cons

  • "CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
  • "Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."

What is our primary use case?

I have only used its demo version for evaluation. We haven't yet implemented it. I have been playing with ServiceDesk Plus for incident management, service request management, and some change request workflows. There is also a CMDB, which seems to be quite good. 

What is most valuable?

CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

What needs improvement?

Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it.

We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.

What do I think about the stability of the solution?

We haven't checked its stability under a heavy load.

What do I think about the scalability of the solution?

Currently, around ten users are evaluating it. It should meet the needs of around 2,500 users. From my point of view, it seems suitable for our needs.

How are customer service and technical support?

We had lots of discussions via email and the internal support chat, and everything was fine.

Which solution did I use previously and why did I switch?

We are currently using OTRS. We are looking for something similar to ServiceNow but much cheaper. I have almost 15 years of experience working with ServiceNow, which is a great solution, but it is too expensive for companies with less than 5,000 employees. I have also worked with HP Service Desk almost 20 years ago.

How was the initial setup?

Being a cloud solution, it is straightforward. There are no issues. In terms of deployment, it is similar to other cloud solutions. The workload begins when you try to customize a CMDB, but this is not because of the solution. It is because of internal processes.

What's my experience with pricing, setup cost, and licensing?

For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.

Which other solutions did I evaluate?

We are currently evaluating this solution. ServiceDesk Plus is one of the candidates. We are also evaluating Jira Service Desk and BMC. It seems that all these three vendors will be able to fulfill our requirements, and we will choose ServiceDesk Plus.

What other advice do I have?

I would rate ManageEngine ServiceDesk Plus an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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ManishRajora
Project Engineer at I.T Solutions India Pvt Ltd
Real User
Top 20
Offers extensive visibility, has a good database of assets, and integrates well with other solutions

Pros and Cons

  • "The solution offers a lot of opportunities for integrations."
  • "The timing reporting module, and how it's used is a bit difficult to understand."

What is our primary use case?

In our company, we use this solution on a daily basis as an administration application for reporting, where you can assign incident tickets or trade tickets and the relevant department uses it for follow up on problems or changes that have occurred.

I use it to create reports that show our teams where the issues are, what's going well, and what can be improved. My colleagues use it from a workflow perspective.

We have different organizations with a centralized help desk that will lock calls into groups of 20 or 30 people. We have a team that builds and customizes it and then we have all kinds of managers that pull out reports.

Finally, we have numerous end-users working on their own products. We also have external parties that provide services that use this application to work on incident problems and changes.

How has it helped my organization?

Previously, when we had incidents, we couldn't discover where the bug was coming from. Now, if we have an incident, we attach it to an application, and when we look at the application, we know the specific development machine, and we know that it's on specific hardware, as well as where this hardware is located on a specific data center. We know everything about the network connection, so it's easier to find issues. We now have good visibility of our entire information system.

When we change something in production, somewhere, we now can easily understand the risks we are taking. We know if this application is dependent on another. The visibility, the risk, and whether we want to do the change during the day, or overnight, for example, becomes very clear.

What is most valuable?

The CMDB and the database of assets that we are using are the most valuable features. After that, we really enjoy the incident management and change management features.

The solution offers a lot of opportunities for integrations. We can integrate with Slack,
Azure, all the API alternatives, etc. There's a lot of integration modules provided.

What needs improvement?

The solution is quite extensive, and I’ve only used the sections related to project management. I’m not sure if it was lacking any features. For me, it had everything I needed. I’ve never experienced any technical issues at all.

The only issue for us is the pricing, which is quite high in comparison with the competition.

The timing reporting module, and how it's used is a bit difficult to understand.

Everything related to project management is quite extensive and it needs to be simplified. At first, our users didn't want to use it, because it seemed a bit complex.

For how long have I used the solution?

I've been using this solution for a few years.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Laone Raboloko
Systems Analyst at Bismarck
Real User
Top 20
Affordable, easy to use, and provides a wide array of modules within one application.

Pros and Cons

  • "Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
  • "As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."

What is most valuable?

Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that. 

It has a lot of modules, such as change management, project management, and all these are combined into one portal. So, we can manage projects from the same system, and we can do also change management, which is ITIL aligned.

Its pricing model makes it more affordable as compared to a lot of systems out there. So, it is affordable, and it also has the best service.

What needs improvement?

As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.

For how long have I used the solution?

I have been using this solution for around six years. I have been using it since 2015.

What do I think about the stability of the solution?

Based on my experience, it is mostly available. So far, we haven't found any bugs in the system. ManageEngine is always giving updates and upgrades for any bugs or issues.

We have a tool for monitoring the 24/7 availability of the product or site. Most of the outages that take place in a month are not because of the system itself. They happen because the people who do the upgrade in the back office didn't notify us in time. This unpreparedness affects the availability of the system.

How was the initial setup?

It is straightforward. There is detailed documentation that you can refer to while setting it up. You need to prepare the environment as per the specifications in the documentation. If you prepare your environment and meet the prerequisites, you can easily install it.

What's my experience with pricing, setup cost, and licensing?

As compared to a lot of systems out there, it is more affordable.

What other advice do I have?

I would rate ManageEngine ServiceDesk Plus a nine out of 10. It is perfect, but there is always room for improvement.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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JV
Manager Advisory at iOCO
Real User
Valuable product for AIOps and SOC

Pros and Cons

  • "There's no problem with the software."
  • "There's no native integrations between the systems."

What is our primary use case?

My primary use of the solution is not hands-on. I'm the architect. I was involved with getting the architecture going, getting the systems up and running. I've also got insights into the configuration. I'm not working with it on a day-to-day basis.

What is most valuable?

The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things. 

Cost-wise, we're quite happy. 

What needs improvement?

We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware of any. This is a bit of a concern for us.

The problem I'm dealing with is now we have to employ people to do integration coding for us. We would love to have native integration between systems. ScienceLogic, Splunk, and Sumo Logic are three vendors we're considering currently, in a POC, for going forward with the AIOps side of things.

From the SIEM perspective, from the SOC, we're dealing with LogPoint; for SOAR purposes we're using inbound SOAR. None of these systems can natively integrate into ManageEngine. However, all of these systems can integrate into ServiceNow. If we consider the complications in our world, for integration purposes, and the amount of work that needs to be done for all these systems to talk to one another, that's definitely something. If ManageEngine can say, "we're going to help you with this," then we will most likely stick with the product.

ServiceNow can integrate, and there's a silent push towards ServiceNow, which I don't like because I'm quite keen on sticking with ME. ManageEngine should improve to help us to integrate the systems.

Then there's a customization level that needs to be done from our end, and it's quite a big concern. We're basically putting together all systems and software packages. 

For how long have I used the solution?

I have been using the solution since we implemented it about a year and a half ago. We're still onboarding the rest of our clients. From an MSP perspective, we're managing multiple clients.

What other advice do I have?

I would rate the solution a nine out of ten. There's no problem with the software. I'm happy with what we can do with the system. I think the biggest concern for my industry is really a case of integrations between outside parties.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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MW
Quality Management at a financial services firm with 201-500 employees
Real User
Top 20
User-friendly and stable but a bit expensive

Pros and Cons

  • "The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
  • "The solution, overall, is expensive."

What is our primary use case?

We primarily use the solution for service request management.

What is most valuable?

The product is extremely user-friendly. It is easy to build the workflows and electronic forms. We can build it by ourselves. It's great. However, I personally don't use the dashboards.

What needs improvement?

Feature-wise, the reporting is not quite satisfactory. They could work on improving it in future builds.

The solution, overall, is expensive.

For how long have I used the solution?

I've been using the solution for less than a year. It really hasn't been that long just yet.

What do I think about the stability of the solution?

The solution is quite stable. We don't have to deal with bugs or glitches. It doesn't crash or freeze. It's great.

What do I think about the scalability of the solution?

I can't speak to the scaling aspect of the solution. I've never tried to scale it.

We have about 50 users on the solution.

How are customer service and technical support?

We have local technical support. 

We don't call ManageEngine. Our technical support will relay our question to the ManageEngine support if it comes down to that and they can't find the answers themselves.

How was the initial setup?

I wasn't a part of the initial setup. It's my understanding that it's not too difficult. We have an entire in-house team that does all the deployment and upgrades.

What about the implementation team?

It's not my team or my department who set it up. It's set up by the IT service department.

What's my experience with pricing, setup cost, and licensing?

There's a yearly cost that's based on the number of licenses and the modules that you've purchased. The pricing is a bit high.

Which other solutions did I evaluate?

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

What other advice do I have?

We're customers. We don't have a business relationship with Manage Engine.

We use the latest version of the solution.

I'd recommend the solution to other organizations.

Overall, I would rate the solution a six out of ten. If the pricing and reporting were better, I would rate it a bit higher.

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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