ManageEngine ServiceDesk Plus
Description de ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus est un logiciel de gestion de service d'assistance et de gestion des ressources. Il offre un package intégré proposant la gestion des incidents (dossiers d'incidents), le suivi des ressources, les achats, la gestion des contrats, un portail self-service et une base de connaissances à un prix démocratique. ServiceDesk Plus contient tout ce dont vous avez besoin pour un service d'assistance informatisé complet et une équipe d'assistance productive. ManageEngine ServiceDesk Plus peut être installé sur vos machines ou accessible à la demande.
Qui utilise ManageEngine ServiceDesk Plus ?
Notre logiciel offre le confort d'utilisation requis pas les PME et les fonctionnalités puissantes exigées par les plus grandes entreprises. Plus de 100 000 entreprises partout dans le monde font confiance à notre produit pour gérer leurs services informatiques.
ManageEngine ServiceDesk Plus ne vous convainc pas tout à fait ?
Comparer avec une alternative populaire
ManageEngine ServiceDesk Plus
Alternatives à ManageEngine ServiceDesk Plus
Avis sur ManageEngine ServiceDesk Plus
Sergio
Alternatives envisagées :
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).
Gerardo
Alternatives envisagées :
A very customizable ITSM tool
Commentaires : 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.
Waseem
Review of ManageEngine ServiceDesk Plus
Commentaires : ManageEngine ServiceDesk Plus is an exceptional IT service management software that offers a wide range of tools and features. The ticket management system has been particularly useful for my organization, as it allows us to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps us to resolve requests in a timely manner and ensure that critical requests are addressed first.Additionally, ServiceDesk Plus's improved communication system allows us to communicate with customers and other stakeholders throughout the ticket resolution process. This helps us to keep customers informed and to gather feedback on the service they received.
Avantages :
Comprehensive solution: ManageEngine ServiceDesk Plus is a comprehensive software that provides organizations with a wide range of tools and features, including ticket management, asset management, knowledge management, and reporting.Efficient tracking: ServiceDesk Plus allows organizations to track customer service requests, assign them to the appropriate team members, and monitor the status of each request. This helps organizations to resolve requests in a timely manner and ensure that critical requests are addressed first.Improved communication: ServiceDesk Plus's ticket management system allows organizations to communicate with customers and other stakeholders throughout the ticket resolution process. This helps organizations to keep customers informed and to gather feedback on the service they received.Reporting and analytics: ServiceDesk Plus generates data on ticket management, which can be used to analyze request trends, service level agreements (SLAs), and customer satisfaction. This helps organizations to identify and address performance issues and to make data-driven decisions.Mobile Access: ServiceDesk Plus allows the users to access and manage the tickets through mobile devices, which allows them to access their data from anywhere and have more flexibility.
Inconvénients :
Limited customizability of workflows: ServiceDesk Plus may have a limited ability to customize workflows to match the specific needs of an organization, which can limit the efficiency of the system and restrict the ability of organizations to automate their processes.Limited integration options: ServiceDesk Plus may have limited integration options with other software, which can make it difficult for organizations to use ServiceDesk Plus as part of their overall IT strategy. This can limit the functionality and efficiency of the system.
Mark
Basic Helpdesk Application
Commentaires : 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.
Avantages :
ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
Inconvénients :
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.
Harry
Alternatives envisagées :
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.
