What is ManageEngine?

"ManageEngine ServiceDesk Help Desk and Asset Management Software, allowing its users to manage IT in the most effective way."

ManageEngine ServiceDesk Plus is cloud-based, or on-premises ITIL ready version Help Desk software, with numerous features. It integrates ticketing, asset tracking, service catalog, contract management, and knowledge base in one handy platform.

Thanks to its capability, this service helps IT support teams deliver premium service to its users at minimal cost. Furthermore, the Standard Edition is free for both the on-premise and on-demand use.

It also offers many codeless customizations and integrations with a vast number of IT management apps, helping organizations to boosts their IT sector's reputation among satisfied clients.


ManageEngine scored 87/100 in the Support & Helpdesk category. This is based on press buzz (49/100), and other relevant information on ManageEngine gathered from around the web.

The score for this service has improved over the past month. What is this?

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ManageEngine Review

Editors' Review by the Support & Helpdesk Software Review Team

A Review of ManageEngine’s ServiceDesk Plus—The Support and Helpdesk Software Solution

ManageEngine ServiceDesk is a comprehensive help desk software solution designed for small- to medium-sized businesses and large enterprises requiring user-friendly and robust solutions to effectively manage their IT services.

This particular solution is one of the highest ranked help desk and asset management systems on the market. In fact, if you’re familiar with IT Service Management (ITSM), then you’ve probably heard of the ManageEngine brand and the different software solutions they offer, including ServiceDesk Plus.

How ManageEngine ServiceDesk Plus works

ManageEngine ServiceDesk Plus comes with a wide range of practical features and distinctive capabilities built around the IT Infrastructure Library (ITIL) framework—a set of detailed practices for ITSM that focus on streamlining IT services with business and organizational needs.

With the ServiceDesk Plus support and helpdesk software solution, businesses and organizations of all sizes can properly leverage ITIL processes and streamline their asset and project management activities, as well as their helpdesk services from one single platform.

The system works by combining helpdesk requests with the company’s IT resources and assets to effectively monitor and address your clients’ needs, while taking care of your own performance in a practical and efficient way. ServiceDesk Plus facilitates the implementation of ITIL best practices, as well as troubleshooting helpdesk requests in a relatively shorter amount of time.

ManageEngine ServiceDesk Plus can help improve your ITSM workflows, provide extensive reporting capabilities, allows robust and effortless integrations with IT management apps, provide smart automation and codeless customizations and it can be deployed via the cloud or on-premise.

ManageEngine ServiceDesk Plus review

The benefits of ManageEngine ServiceDesk Plus

Besides the fact that ServiceDesk Plus is fully integrated and easy to setup—it doesn’t require too much customization or integrations—it’s the core features the software solution brings to the table that most users will find beneficial.

The smart automation feature helps to eliminate, or at least minimize time-consuming manual processes, which results in quicker problem resolution and better end-user experience overall. The following are some of the key benefits that add value to this robust support and helpdesk software solution.

Gain full control of your helpdesk with Incident Management.

With the Incident Management function, you can effectively track incidents and accurately pin them to the right technicians, thus ensuring full accountability. You can automate ticket workflows as well, with automatic ticket dispatch, preventive maintenance, incident escalation, service level agreement and so on. The bottom line, ServiceDesk Plus allows you to effectively manage the entire lifecycle—the previous actions and the actions yet to be taken—on a particular incident.

IT projects completed and delivered on time with IT Project Management.

With ServiceDesk Plus, you can effectively manage multiple IT projects, monitor the progress of those projects, meet requirements, collaborate with other teams and team members and accurately measure results.

Additionally, the software solution allows you to segment or break down projects into specific tasks and objectives, set roles and provide access permissions to individual team members, keep track of how resources are being utilized and monitor the progress of all your ongoing projects using colored Gantt charts. ServiceDesk Plus essentially gives you full control over your IT projects without getting bogged down by small irrelevant details.

Redirect tickets from your service desk through a self-service portal.

Take full advantage of an extensive knowledge base to help users solve repeat incidents, which essentially allows you to deflect ticket requests of repeat incidents from your service desk. This helps you focus on more pressing issues other customers might be facing.

With the automated notifications feature, you are able to keep a constant flow of communication between your IT services and the end users, keeping them informed on ticket approvals and the progress of their ticket requests. You may even use the feature to make company-wide announcements, informing everyone in the company of possible outages or unplanned maintenance procedures.

Track and manage IT assets easily with Asset Management.

IT hardware and software assets are valuable. With ServiceDesk Plus, you can troubleshoot, monitor and efficiently manage your entire IT system in one location. Optimize asset usage, keep track of potential vulnerabilities in your system and ensure license compliance with just a single user-friendly and robust platform.

Pricing plans for ManageEngine ServiceDesk Plus

ServiceDesk Plus, its features and subscription rates, are specifically tailored to meet the IT helpdesk needs of every company. Because of this, price rates are only available upon request. You may contact ManageEngine directly to ask for a quote.

The ManageEngine official website, however, has provided details about the three subscription packages available for ServiceDesk Plus. And they are as follows:

Standard – IT Helpdesk Software

  • Incident management
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Helpdesk reports

Professional – IT Helpdesk and Asset Management

  • All Standard features
  • Helpdesk management
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase and contracts management

Enterprise – IT Helpdesk / ITIL / Asset Management / Project Management

  • All Professional features
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management
  • Configuration management database (CMDB – available only for on-premise deployment)

Conclusion

ManageEngine ServiceDesk Plus is a comprehensive IT support and helpdesk software solution tailored for SMBs and large enterprises to help streamline their IT helpdesk services. The platform is much more than just a web-based helpdesk solution, it’s also an asset management and IT project management software packed with useful features. If your company’s IT services needs some leveling up, this is definitely an ideal choice.

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Support & Helpdesk Market Radar

ManageEngine Product Overview

  • Flexible ticket management

  • Multiple channel support

  • Solid Knowledge Base

  • Self Service Portal with password security

  • Service Level Agreements

  • Flexible out-of-the-box integrations with 3rd party apps

  • Easy & effective asset management

  • Multi language support coupled with smooth API integration

  • Effective incident and problem management

  • Modifiable help desk system


Languages: English, Arabic, Chinese, Danish, Dutch, Finnish, French, German, Italian, Japanese, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish
THE ULTIMATE Software Buyer Guide 2018

The Ultimate Support & Helpdesk Software Buyer Guide 2018

Product recommendations, vendor rankings, market overview and tips on how to select Support & Helpdesk software for business. Published in October 2018.

No matter the size and nature of a business, the right SaaS helpdesk solution helps improve customer service in many ways. For instance, some software products for support & helpdesk purposes enable you to escalate issues to the right person to provide ...

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ManageEngine Features

  • 2-Factor Authentication
  • API
  • Batch Permissions & Access
  • Calendar Management
  • Chat
  • Contact Management
  • Contact Sharing
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Password & Access Management
  • Scheduling
  • Supplier Management
  • Third-Party Plugins/Add-Ons
  • Call Tracking
  • Time Management
  • Click-to-Dial
  • SAP Integration
  • Cloud Deployment
  • Net Promoter Score
  • Remote Access
  • Network Device Performance Monitoring
Compare Pricing

ManageEngine Pricing Plans

Standard

Free
  • Incident management
  • Self-service portal
  • Knowledge base
  • Multi-site support
  • SLA management
  • Help desk reports

Professional

$395.00
1 user(s) / year
  • Help desk management
  • IT asset discovery
  • Software asset management
  • Asset inventory reports
  • Purchase & contracts management

Enterprise

$995.00
1 user(s) / year
  • Incident management
  • Problem management
  • Change management
  • IT project management
  • Service catalog
  • Asset management
  • CMDB (Available only on premises)

Credit card required: No

ManageEngine FAQs

Does ManageEngine offer guides, tutorials and or customer support?

FAQs, Forum, Online Support, Phone Support, Documentation, Webinars.

Does ManageEngine offer an API?

They offer an API available for use.

Does ManageEngine integrate with any other apps?

It integrates with:

NetFlow, NCM, Oracle, SAP, Websphere, Desktop Central, OpManager, Advanced Analytics, ADManager Plus, ADSelf Service Plus, Zoho Reports, and others.

What platforms does ManageEngine support?

Cloud, On-Premise, Android, iOS, Windows

What are some applications ManageEngine is commonly used in tandem with?

It is used in tandem with IT management apps.

What is ManageEngine generally used for?

This service is used as a help desk and asset management system.

Who are the main user groups of ManageEngine?

Main users are IT teams, helpdesk administrators, and service desk managers in Large Enterprises and SMEs.

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