Manageengine Servicedesk Plus Ent V7.5
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LAE0864 Sparx Systems Enterprise Architect Corporate Edition v7.5. LAE0365 OBJECTEERING V6.1 ENT. LAE0299 AdventNet ManageEngine ServiceDesk Enterprise Plus. Authorization mechanisms for their ServiceDesk Plus users. Enterprise Service Management in ServiceDesk Plus New terminologies Service desk instances ESM portal ESM directory. 1.) The following confi gurations (which were previously available under. ServiceDesk Plus 9.3 from ManageEngine is a strong entry among the helpdesk software solutions we've looked at, especially for advanced features such as change management. It is available in a. Help desk + ITIL. 'My department uses ManageEngine's help desk software, ServiceDesk Plus in place of shared mailboxes. ServiceDesk Plus saves us valuable resources on our exchange server. IT help desk software. ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer. ManageEngine ServiceDesk Plus is a comprehensive Help Desk and Asset Management software that provides help desk agents and IT managers an integrated console to monitor and maintain the assets and IT requests generated from the users of the IT resources in an organization.
- Pros
Comprehensive support for ITIL processes at a competitive price. Strong integration with other ManageEngine solutions.
- Cons
Workflow support limited to the change management process. Minimal integration with third-party tools.
- Bottom Line
ManageEngine puts out tools used by IT shops all over the world, and it's easy to see why with ServiceDesk Plus. A strong feature set and key integrations with other ManageEngine products make it worth consideration for your helpdesk.
ServiceDesk Plus from ManageEngine is an impressive entry among the helpdesk solutions we've surveyed, especially for advanced features such as change management. ServiceDesk Plus offers strong functionality, especially with a focus on internal Information Technology Infrastructure Library (ITIL) tasks, but it's geared more toward enterprises than small to midsize businesses (SMBs). Pricing is offered in groups of users (10, 20, 50, 100, and so on), but is competitive with per-user-per-month rivals. ManageEngine also offers a version of ServiceDesk Plus specifically for managed service providers (MSPs) with additional integrations, better SLA functionality, and asset management features.
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Helpdesk Features
Both in terms of pricing and features, ServiceDesk Plus is aimed primarily at enterprise IT shops. Users can initiate requests through email or customers can optionally be given accounts in order to create and track their own requests. When users create requests, they have the option of using an existing template in order to facilitate data entry, walking them through critical information for the type of service being requested without hassling them for redundant or irrelevant details.
Unfortunately, the product does not offer a public customer portal or knowledge base, which is in line with the internal-facing helpdesk focus, but makes it a tougher sell for businesses that need external-facing customer support. ManageEngine does serve such companies with its SupportCenter Plus offering, which includes a knowledge base and self-service portal.
For technicians, ServiceDesk Plus offers most of the ticket and request management features one should expect to find in a helpdesk system. Dashboards are available for a variety of record types, each of which may be further customized to meet your needs. Users may also create custom dashboards for themselves or to make available to other users.
In addition to dashboards, the home tab offers a view of the user's schedule, assigned tasks, reminders, and system announcements. The requests tab offers a grid-based view of requests which can be easily customized by adding or removing columns or saving different views using different criteria. One thing the requests view does not offer is actionable buttons on individual records, which means that to perform actions such as changing a status you actually have to open the record. The view of an opened ticket is dense with information, which can be overwhelming for organizations that don't have a need for this level of detail. This isn't a critical problem, but the requests view does have the potential to come across as cluttered for new users.
As ServiceDesk Plus is geared toward enterprise IT shops, a focus on ITIL processes is not surprising. Like the other solutions with a similar focus, Freshservice and Vivantio Pro, ServiceDesk Plus distinguishes between requests, problems, changes, and projects. Any combination of the various records can be created and linked, including creating one after the other (request leads to problem identification, which leads to a change requirement, possibly resulting in a project), or each can be managed as its own entity where appropriate. Unlike the request and problem views, changes and projects offer more than a simple grid view, giving you the ability to see a calendar view of your changes or a Gantt chart representation of your projects. Projects may also be imported from existing Microsoft Project files.
The asset management tools in ServiceDesk Plus support tracking assets including printers, PCs, and networking hardware. Assets may be created manually, populated using a data import, or automatically via software probes. Once an asset has been created you can assign it to a user or department, or even to another asset.
Assets have a role to play when working with other records: With requests, the requestor's assets may be reviewed in order to gain further information about her configuration, while lists of relevant assets may be attached to both problems and changes. Software licenses are also supported, including the ability to track usage and expiration. Barcodes are another area of asset management, offering solutions to generate barcodes from a manual set of values or a sequential set.
Reporting and data analysis are strengths. The canned report library is comprehensive and will cover most business needs. Custom reports can also be built in several formats using information from across the full scope of ServiceDesk Plus. Reports can be scheduled for automated delivery on a daily, weekly, or monthly basis in several file formats. ServiceDesk Plus also offers drill-down analysis, which is an interactive tool for delving into request statistics. If these reporting tools still don't get you what you want, the product even supports integration with Zoho Analytics (Zoho is ManageEngine's parent company).
Whirlpool awg 322 manual. Speaking of Zoho, ServiceDesk Plus also supports Zoho's AI assistant Zia, which can handle FAQs or update requests from either web chat or mobile (text or voice).
Pricing and Plans
As mentioned, ManageEngine prices ServiceDesk Plus based on the number of users. An annual subscription for 10 technicians starts at $1,195, which works out to less than $10 per user per month, which is competitive even when matched against tools like Freshdesk and Zoho Desk. Project management and the service catalog are available as add-ons for an additional annual fee of $1,195 each, and change management is $2,395 annually. The standard pricing tier includes incident management and SLA management.
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The professional pricing level of ServiceDesk Plus includes a more complete toolset to manage your helpdesk, including asset management features. Professional licenses are also broken down by user count, but include node licenses as well (used for asset management). These licenses start at 2 technicians and 250 nodes for an annual license fee of $495, which brings the monthly cost up to the $20 per user per month range. Additional nodes can be added to your license, starting at an additional 100 nodes for $345.
Enterprise ServiceDesk Plus customers get ITIL features such as problem management, change management, project management, and a service catalog. Enterprise licenses also start at the 2 technician/250 node level, but with an annual fee of $1,195. Investing close to $50 per user per month is probably only going to make sense to customers looking to leverage ITIL across a large percentage of their business, and is cheaper than Freshservice's Estate tier, which includes comparable ITIL tooling.
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Interface and Workflow
The ServiceDesk Plus UI isn't really a strength of the platform, but it's perfectly serviceable. The software's various modes are listed across the top of the screen, which makes for easy navigation. All of the suite's major points of interest are easily found thanks to large, clearly labeled buttons.
Important for busy helpdesks is a one-button solution for creating new requests that persists as users move around the app. This, along with the ability to choose templates from that same button, means that creating new incidents doesn't involve digging through menus. A quick actions button offers access to create new records across all aspects of ServiceDesk Plus, and a recent items menu lists a history of records you've recently interacted with. There is also a search box right on the menu bar at the top of the screen, which lets you find anything from problems to purchase orders.
When managing requests or problems, ServiceDesk Plus offers a menu on the left side of the record letting technicians view or add layers of detail, including tasks, resolution information, problem analysis (impact, symptoms, and root cause), and a historical overview (time elapsed analysis, work log, and so on). Reminders are also potentially useful for instances where a follow-up may be required.
Templates are a critical aspect of ServiceDesk Plus as they determine what fields pertain to common requests or services. Templates for change records also determine what workflow or business process should be followed in order to handle the request. The available workflow tools are comparable to what we found in Freshservice, which is no small feat, but sadly are limited to the change management process, which gives Freshservice a clear leg up in the head-to-head comparison.
ITIL and Integrations
The enterprise service level of ServiceDesk Plus offers a comprehensive suite of ITIL tools, though restricting workflow customizations to the change management process limits flexibility to enforce business processes with other types of information (Freshservice, for instance, supports custom workflows for tickets, problems, changes, and releases).
One of the killer features ServiceDesk Plus has is its change management database. A CMDB is an ITIL concept that involves building relationships between various resources (applications, databases, servers, network hardware) in an effort to document the current configuration and identify the impact of potential changes. The CMDB features here include the ability to define configuration items (CIs) of various types (applications, clusters, computers, network gear) and relationships between CIs. Ultimately ServiceDesk Plus can provide users with a map showing these relationships, giving visibility into which resources may be the cause of a problem or should be taken into account during a project. Freshservice offers similar tools, but they aren't as front-and-center as what you get with ServiceDesk Plus.
One area we'd love to see ManageEngine invest in is integration with third-party apps. While there is some ready-to-enable extensibility, the list of integrations is pretty limited. ServiceDesk Plus does support attaching documents from several cloud storage solutions (Zoho Docs, Dropbox, Evernote, Google Drive, Box, and OneDrive), and integration with other ManageEngine tools (Desktop Central, ADManager Plus, OpManager, and Application Manager Plus) adds considerable value. Office 365 integrations are quite useful as ticket details and tools are brought right into the email experience.
Manageengine Servicedesk Plus Admi…
There are a couple of things that make ServiceDesk Plus an enticing option for enterprise helpdesks. ITIL support, though also available in Freshservice and Vivantio Pro, is well-executed and competitively priced. Customers who are looking to leverage integration with existing ManageEngine solutions have an obvious opportunity for a return on their investment, as the ability to resolve requests without leaving the helpdesk tool is an easy win.
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ManageEngine ServiceDesk Plus
Bottom Line: ManageEngine puts out tools used by IT shops all over the world, and it's easy to see why with ServiceDesk Plus. A strong feature set and key integrations with other ManageEngine products make it worth consideration for your helpdesk.