Da 15 anni aiutiamo le aziende italiane
a scegliere i migliori software

Recensioni su ManageEngine ServiceDesk Plus

Informazioni su ManageEngine ServiceDesk Plus

Il software di supporto per l'helpdesk e lo strumento di gestione delle risorse comprendono knowledge base, gestione degli SLA, monitoraggio dei ticket e gestione dello stock.

Ulteriori informazioni su ManageEngine ServiceDesk Plus

Aspetti positivi:

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

Aspetti negativi:

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

Valutazioni di ManageEngine ServiceDesk Plus

Punteggio medio

Facilità d'uso
4,2
Servizio clienti
4,2
Caratteristiche
4,4
Rapporto qualità-prezzo
4,3

Lo consiglieresti?

8,3/10

ManageEngine ServiceDesk Plus ha una valutazione complessiva di 4,4 stelle su 5, calcolata sulla base di 206 recensioni degli utenti di Capterra.

Hai già usato ManageEngine ServiceDesk Plus?

Condividi la tua esperienza con altri acquirenti.

Filtra le recensioni (206)

Silverio
Sistemista (Italia)
Servizi finanziari, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Buon software pe gestione Ticket

4,0 anno scorso

Aspetti positivi:

Piattaforma di ticketing che fa della sua semplicità il maggior punto di forza. Configurato a dovere è uno strumento potente per la gestione di tutte le problematiche lato IT aziendali.

Aspetti negativi:

La configurazione richiede abbastanza studio e sviluppo, con le impostazioni di base resta abbastanza limitato

Sergio
Sergio
IT Consultant (Italia)
Utente LinkedIn Verificato
Servizi e tecnologie dell'informazione, Lavoratore autonomo
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

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

5,0 2 anni fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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 (UK)
Utente LinkedIn Verificato
Industria edilizia, 51-200 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Alternative considerate:

Great software, could use more features

4,0 anno scorso

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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.

Utente Verificato
Utente LinkedIn Verificato
Industria alberghiera, 5.001-10.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: GetApp

Robust, easy to use, fully-featured IT Help Desk software

5,0 4 settimane fa Nuova

Aspetti positivi:

The ease of use, both for IT Management (setup) and continual tweaking and adjusting and product improvements is impressive. For support staff, it's easy to use and navigate and has everything at ones fingertips.

Aspetti negativi:

There's some redundancy that seems unnecessary, when entering info into fields that are not customizable. Also, inventory tracking connected to Desktop Central (now Endpoint Central) is hit and miss and when moving from either instance's on-prem to cloud, things break and assets have to be re-entered, but end up having the cloud cutover date, not the original asset acquired date. Something to keep in mind when planning lifecycle.

Utente Verificato
Utente LinkedIn Verificato
Sviluppo di programmi, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Support is terrible

3,0 4 anni fa

Aspetti positivi:

Nice interface.

Aspetti negativi:

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.

James
Chief Technology Officer (USA)
Servizi finanziari, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Alternative considerate:

Reliable and Expressive

5,0 2 mesi fa Nuova

Commenti: It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

Aspetti positivi:

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.

Aspetti negativi:

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

Sam
Sam
Systems Administrator (USA)
Utente LinkedIn Verificato
Servizi finanziari, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Great ticketing system for helpdesk

4,0 5 anni fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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

Vincent
Team Lead ServiceDesk (Paesi Bassi)
Servizi finanziari, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Great (not only) IT servicedesk tool

5,0 3 mesi fa

Commenti: Decent tool - very powerfull - would recommend 10/10 - great support

Aspetti positivi:

flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.

Aspetti negativi:

with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)

Alan
Alan
Desktop Support Technician (USA)
Utente LinkedIn Verificato
Istruzione superiore, 1.001-5.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Way better Service Desk applications out there

3,0 5 anni fa

Aspetti positivi:

When it comes to bare basics, ServiceDesk Plus can get the job done. The sorting by order of attributes is easy enough. Simple ticket resolution is easy enough. Inputting attributes such as location and the nature of the request is easy enough. Picking up unassigned requests is easy. The asset search function is actually quite useful when doing a quick track of company assets.

Aspetti negativi:

The search function is nearly useless and if you have a LOT of tickets in the immediate archive, good luck finding it. The inability to search tickets by requester name is non-existent, the inline reply of ticket requests is extremely limited to the point that you might as well simply contact the client directly through your own company email rather than SDP itself.

Alagie
IT administrator Assistant Manager (Gambia)
Telecomunicazioni, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

My experience with ManageEngine ServiceDesk

5,0 settimana scorsa Nuova

Commenti: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Aspetti positivi:

What I like most is creating different user groups with different roles.

Aspetti negativi:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

Motwakil Osman
Senior System Engineer (Arabia Saudita)
Settore petrolifero ed energetico, 501-1.000 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

Alternative considerate:

ManageEngine Service Desk review

5,0 mese scorso Nuova

Commenti: A very good experience helped me alot with inventory

Aspetti positivi:

Ticketing system is top and every aspect is covered

Aspetti negativi:

A little difficult to implement for beginners

pritesh
Systeam admin (India)
Servizi e tecnologie dell'informazione, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Organization improvement product : ManageEngine ServiceDesk Plus

5,0 12 mesi fa

Commenti: We are really happy with Manageengine servervice desk plus because we get best support and succesfully completd our goals with this product.

Aspetti positivi:

This is very useful for formatting reports, as well as best and essential support from the team. For our organization, the alert system and monitoring are the best features.

Aspetti negativi:

API ,agent base scning network . scnnig need to efficetive becuase we face network issue

Angelo
IT Advisor (USA)
Architettura e urbanistica, 11-50 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Essential to have IT culture - Following ITIL recommendations

5,0 2 anni fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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
Utente LinkedIn Verificato
Software informatici, 2-10 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione
Fonte: GetApp

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

5,0 8 anni fa

Commenti: 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.

Aspetti positivi:

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.

Aspetti negativi:

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'.

Aman
IT Business Analyst (USA)
Gestione di organizzazioni non profit, 1.001-5.000 dipendenti
Ha utilizzato il software per: 1-5 mesi
Fonte della recensione

Easy implementation with highly intuitive configuration set up

5,0 4 anni fa

Commenti: Good overall experience with purchase and implementation of the product. Easy to configure and use for both technicians and users.

Aspetti positivi:

Implementation and configuring was easy. Integration to AD to create user profiles. Intuitiveness of features for both the user community and technicians made it easy for all to use the product. Wholistic list of functionalities and features.

Aspetti negativi:

Apart from minimal verbiage changes that was not allowed in the application, so far most of the things are positive looking. You can submit a feature request for modification to the application.

Ryan
Network Engineer (USA)
Utente LinkedIn Verificato
Telecomunicazioni, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: GetApp

ManageEngine ServiceDesk Plus (MSP)

4,0 5 anni fa

Aspetti positivi:

Starts at Free......Need I say more? --- I suppose i do, lol. It was a nightmare to find a ITIL compliant helpdesk software that was easy enough for my users to use, but flexible enough to flex and grow with our needs. With the basic free version covering most of the basics with no user limit, is a pretty good deal.

Aspetti negativi:

Sometimes it can be a pain to work with. Some of the 'workflows' or 'features' don't seem to work properly. One that sticks out is the 'on behalf of' feature when putting in tickets on behalf of another user for say a password reset. In order to get that particular function working, i actually had to go into the CLI on the host machine and enable it myself. Shouldn't need to do that. The support and documentation can also be a bit lacking on details.

Ryan
Network Engineer (USA)
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

The product has enabled us to more quickly and seamlessly provide support for our staff.

5,0 6 anni fa

Aspetti positivi:

Workflows for tickets such as automatic approvals for new hires by a hiring manager Multiple forms of entering a ticket (web, email, keywords in email) Replying to user within ticket for a seamless end user experience Separation of tasks within a ticket for different groups Management of our contracts with automated reminders Ability to import asset information and create relationships for identifying staff ownership of assets Easily create solutions that both end users and technicians can refer to Software is constantly being updated to meet needs of user base

Aspetti negativi:

- Support can take a bit to get back to you on issues - It would be nice to be able to be able set up different support groups that could have tickets round robin assigned instead of the auto assigning applying to the entire set up technicians.

Nick
Help Desk Manager (USA)
Ordine pubblico, 51-200 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione
Fonte: SoftwareAdvice

You get what you pay for

3,0 6 anni fa

Commenti: When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

Aspetti positivi:

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

Aspetti negativi:

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Edgar
Service Desk Technician (USA)
Servizi finanziari, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Awesome Ticketing System

4,0 5 anni fa

Commenti: Overall this software is a great ticketing system, i would recommend this to my colleagues.

Aspetti positivi:

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

Aspetti negativi:

The software is really robust and offers a lot, i don't have anything to complain about.

Bill
IT Operations Manager (USA)
Servizi finanziari, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

5,0 6 anni fa

Aspetti positivi:

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

Aspetti negativi:

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

Eric
Project Manager (Messico)
Software informatici, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

The AIO Servicedesk Solution

5,0 3 anni fa

Commenti: as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

Aspetti positivi:

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

Aspetti negativi:

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

Utente Verificato
Utente LinkedIn Verificato
Servizi finanziari, 501-1.000 dipendenti
Ha utilizzato il software per: Più di 1 anno
Fonte della recensione

Useful tool, but not great

3,0 5 anni fa

Commenti: The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

Aspetti positivi:

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

Aspetti negativi:

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Miguel
Information Technology Project Manager & Quality Assurance (Venezuela)
Utente LinkedIn Verificato
, 11-50 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

I have been using it for the past 8 years

5,0 6 anni fa

Commenti: 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!

Aspetti positivi:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

Aspetti negativi:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Nicholas
Nicholas
Server Administrator (USA)
Utente LinkedIn Verificato
Risorse umane, 201-500 dipendenti
Ha utilizzato il software per: Più di 2 anni
Fonte della recensione

Service Desk is good

4,0 6 anni fa

Aspetti positivi:

Its good, easy to use, fast, functional.

Aspetti negativi:

Major complaint is every year the price rises substantially. The features are good, but the pricing, theyre pricing themselves out of the market. And its hard to move helpdesk products, because everyone gets used to it. I also dislike they don't have American support.

Warren
General Manager (UK)
Servizi e tecnologie dell'informazione, 11-50 dipendenti
Ha utilizzato il software per: 6-12 mesi
Fonte della recensione

A Reliable and Easy To Understand GUI

4,0 anno scorso

Commenti: ManageEngine was so easy to setup and get onboard with. The easy to use GUI makes the transition from one software to another super easy. I'd like to think that our customer service has also improved as a result of it.

Aspetti positivi:

The GUI across all screens is very easy to use and, dare I say, appealing to use. Technicians, old and new, are able to get to grips with it. The ticket/incident screen, is incredibly good, as it gives you the right amount of detail without going overboard.

Aspetti negativi:

Although the inbuilt reporting is good, the scope for custom reporting needs work. We'd like to be able to use more fields and move reports around to make the reports more bespoke to us.