Sobre 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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Precios de ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus dispone de una versión gratuita y ofrece una prueba gratis. La versión de pago de ManageEngine ServiceDesk Plus está disponible a partir de 120,00 US$/año.

Precio inicial:
120,00 US$/año
Versión gratuita:
Prueba gratuita:

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Opiniones de ManageEngine ServiceDesk Plus

Evaluación de función

Relación calidad-precio
4,2
Funcionalidad
4,3
Facilidad de uso
4,2
Asistencia al cliente
4,1
5 opinones sobre 179 Ver todas las opiniones
Usuario verificado
  • Sector: Banca
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
5
Funcionalidades
5
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 16/11/2022

ManageEngine ServiceDesk Plus

con esta herramienta, podemos tener el control total de los incidente en nuestra empresa en el area tecnológica , a si como asignar tique correspondiente a cada persona, con su respectivo tiempo de repuesta y prioridad. poder generar informe trimestral para ser medido en base los incidentes resueltos.

Puntos a favor

lo que mas me gusta es el facil manejo a la hora de administrar las categorias, los roles de usuario y prioridades de tiques.

Desventajas

hasta ahora no e tenido ningun inconveniente con la plataforma.

Sergio
  • Sector: Tecnología y servicios de la información
  • Tamaño de la empresa: Trabajador autónomo
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
5
Funcionalidades
4
Facilidad de uso
4
Asistencia al cliente
0

5
Publicado el 30/1/2022

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

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.

Puntos a favor

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.

Desventajas

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).

Alternativas consideradas

Spiceworks, SysAid, ServiceNow y osTicket

Razones para cambiar a ManageEngine ServiceDesk Plus

Completeness of functions, ITIL orientation, ease of use
Harry
  • Sector: Construcción
  • Tamaño de la empresa: 51-200 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
3
Funcionalidades
4
Facilidad de uso
4
Asistencia al cliente
4

4
Publicado el 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.

Puntos a favor

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.

Desventajas

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.

Alternativas consideradas

ServiceNow

Razones para elegir ManageEngine ServiceDesk Plus

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

Software anterior

Spiceworks

Razones para cambiar a 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.
Mark
  • Sector: Servicios financieros
  • Tamaño de la empresa: 201-500 empleados
  • Software usado A diario durante Más de dos años
  • Fuente de la opinión
Relación calidad-precio
3
Funcionalidades
2
Facilidad de uso
4
Asistencia al cliente
3

2
Publicado el 5/12/2016

Basic Helpdesk Application

Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.

Puntos a favor

ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.

Desventajas

ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.

José
  • Sector: Petróleo y energía
  • Tamaño de la empresa: 1.001-5.000 empleados
  • Software usado A diario durante Más de un año
  • Fuente de la opinión
Relación calidad-precio
4
Funcionalidades
5
Facilidad de uso
5
Asistencia al cliente
5

5
Publicado el 10/11/2022

Good IT Ticking system

The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

Puntos a favor

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

Desventajas

If you are a small company, the best recommendation must work On a Cloud solution they provide.

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