En savoir plus sur ManageEngine ServiceDesk Plus

ServiceDesk Plus is a help desk management platform. It includes core help desk and IT management applications, as well as project management, contract management and features for ITIL (information technology infrastructure library) compliance. ServiceDesk Plus incorporates tools to help users establish process automation. It offers an automatic ticket dispatch function, which distributes new tickets to technicians based on their existing caseload and availability. This helps to manage staff workloads while minimizing the accumulation of unassigned tickets and the service degradations they can cause. Other tools include asset management, a knowledge base builder, project management functions and service level agreement management. Further automation is provided by the "business rules" feature included with ServiceDesk Plus. This allows tickets to be automatically classified, categorized, prioritized and assigned based on a variety of dynamic criteria or rules. ServiceDesk Plus is available as an on-premise installation or as a cloud-hosted service with ServiceDesk Plus On-Demand.
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ManageEngine ServiceDesk Plus - Prix

ManageEngine ServiceDesk Plus est disponible en version gratuite et propose un essai gratuit. La version payante de ManageEngine ServiceDesk Plus est disponible à partir de 120,00 $US/année.

À partir de :
120,00 $US/année
Version gratuite :
Oui
Version d'essai gratuite :
Oui

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ManageEngine ServiceDesk Plus - Avis

Évaluation des fonctionnalités

Rapport qualité-prix
4,2
Fonctionnalités
4,3
Simplicité
4,2
Support client
4,1
Erdem
  • Secteur d'activité : Jeux vidéos
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant 6 à 12 mois
  • Provenance de l'avis
Rapport qualité-prix
0
Fonctionnalités
4
Simplicité
5
Support client
5

5
Publié le 04/11/2022

Everything works successful.

Avantages

ServiceDesk Plus is a very powerful service desk software. The interface is easy to use and is very user friendly. It has an excellent user interface and provides a very efficient and user-friendly support experience. The easy to use interface is very well organized and offers a wide range of options. The system is very flexible, allowing for unlimited customization in order to meet the requirements of an organization.

Inconvénients

Everything works smoothly, in general I like it. It was a hassle free experience.

Harry
  • Secteur d'activité : Construction
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
4
Simplicité
4
Support client
4

4
Publié le 18/11/2022

Great software, could use more features

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.

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

ServiceNow

Pourquoi choisir ManageEngine ServiceDesk Plus 

It didn't have all the functionality or updated UI we were after.

Logiciel antérieur 

Spiceworks

Pourquoi passer à ManageEngine ServiceDesk Plus

Trialed ServiceNow but I found it more updated and had a better UI appearance from both a user's point of view and administrators. The pricing also was a reason.
Angelo
  • Secteur d'activité : Urbanisme et architecture
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant plus d'un an
  • Provenance de l'avis
Rapport qualité-prix
5
Fonctionnalités
5
Simplicité
3
Support client
4

5
Publié le 17/08/2022

Essential to have IT culture - Following ITIL recommendations

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.

Avantages

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.

Inconvénients

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.

David
  • Secteur d'activité : Gestion d'organisme à but non lucratif
  • Taille de l'entreprise : 51-200 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
3
Fonctionnalités
5
Simplicité
5
Support client
5

5
Publié le 13/01/2022

User Experiance

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..

Avantages

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.

Inconvénients

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.

Pourquoi choisir ManageEngine ServiceDesk Plus 

The Jira was an on-premis system that was getting old.

Logiciel antérieur 

Jira

Pourquoi passer à 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.
Gerardo
  • Secteur d'activité : Services et technologies de l'information
  • Taille de l'entreprise : 11-50 employés
  • Logiciel utilisé tous les jours pendant plus de deux ans
  • Provenance de l'avis
Rapport qualité-prix
4
Fonctionnalités
4
Simplicité
5
Support client
4

5
Publié le 18/05/2022

A very customizable ITSM tool

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.

Avantages

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.

Inconvénients

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.

Pourquoi choisir ManageEngine ServiceDesk Plus 

The interface of ServiceDesk Plus is most friendly for the end users and technicians.

Logiciel antérieur 

FootPrints

Pourquoi passer à ManageEngine ServiceDesk Plus

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

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