ManageEngine ServiceDesk Plus

Un produit indispensable pour gérer votre support informatique

Avantages :

La simplicité d'utilisation est le point fort. Le produit est est vraiment complet en terme de fonctionnalité. Vous aurez un suivi complet de tous vos incidents.

Inconvénients :

Le prix est surement un inconvénient si vous avez beaucoup de techniciens.

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

Commentaires : 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.

Avantages :

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.

Inconvénients :

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 envisagées : Spiceworks Cloud Help Desk, SysAid, ServiceNow et osTicket

Pourquoi passer à ManageEngine ServiceDesk Plus : Completeness of functions, ITIL orientation, ease of use

Great software, could use more features

Commentaires : 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 Cloud Help Desk

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.

ManageEngine ServiceDesk Plus/ Trial

Commentaires : it is an intuitive, easy-to-use and very comfortable tool for the services I use since it can communicate with other Zoho services

Avantages :

Can be implemented much more easily than other services

Inconvénients :

-It does not allow the enrollment of devices in use to the ABM. -It does not maintain an integration with Microsoft applications. -It does not have antivirus available, they are only allowed through integrations. - Integration with the Endpoint Central UEM has an additional cost. -The panels of both platforms cannot be customized one

Alternatives envisagées : Jamf Pro

Pourquoi passer à ManageEngine ServiceDesk Plus : Easy to use and very comfortable

Support is terrible

Avantages :

Nice interface.

Inconvénients :

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.