About ManageEngine

Category: ITSM
Managing your IT operations is made easier with ManageEngine. All your IT needs are covered by their award-winning products and free tools. The company integrates IT to optimize your IT, from network and device management to security and service desk software.

Company: Zoho

ManageEngine is the Enterprise IT Management Software division of ZOHO Corp. Founded in 1996 and known until 2009 as AdventNet Inc., The Corporate office of ZOHO Corp. is located in Pleasanton, CA with offices in North America, Europe and Asia. ZOHO Corp. is privately held.

ZOHO Corp. serves a diverse range of enterprise IT, networking and telecom customers. ZOHO Corp. has achieved impressive growth over the years and has been a rock-solid supplier and partner, with sound financials.

With over 40,000 customers around the world, ManageEngine is a leading provider of enterprise IT management software, providing enterprises around the world with high-end functionality of large network management frameworks at cost-effective prices.

In-Depth Analysis

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0 Ease Of Use
0 Features
0 Help And Support

Pros

  • Ticket logging for end users, so they're able to see the progress on their help requests.
  • Built-in approval system for tickets which lets you move tickets along quickly.
  • Very robust feature set, and quick support.
  • Extremely easy to use, and very intuitive user interface, plus flexibilty of customisation.

Cons

  • Support operates in India Standard Time.
  • Design can be a bit ugly; windows not sizing correctly, incorrect English, HTML breaking preview windows etc.
  • The mobile app is rather confusing; not intuitive.
  • The interface sometimes hangs when trying to add time.
Plans & Pricing
Standard
$10
/mo /technician
Professional
$21
/mo /technician
Enterprise
$50
/mo /technician
Ease of Use

User experience (UX) refers to a person’s overall experience with a product, system, or service. It encompasses all aspects of human-computer interaction and product ownership that are practical, experiential, affective, meaningful, and valuable.
In the case of ServiceDesk Plus from ManageEngine it’s fairly easy to implement and provides the most basic needs of an IT support application.
It works on the basis of ITIL standards. Reports related to incidents can easily exported and represented to the management.Managing Incidents and Support team is quite simple and easy from the portal.The interface is very friendly, you don’t need to have so much knowledge about ITIL before implementing the software, and ServiceDesk Plus will help you to improve your Help Desk service.

Customer Support

ManageEngine offers online live chat, e-mail support, and phone support.
Contact support via Toll free number at: 1-888-720-9500
US: +1 408 916 9300
UK: 0 800 028 6590
Australia: 1800 631 268

Personal Experience with Support:
Though customer support is responsive, Customer service and support from ManageEngine needs to improve. They treat issues as “it must be your (customer) problem” with little investigation.

Additional resources:

•Product videos (New)
•Performance guide
•Quick start guide
•Security advisory
•Masterclass 2022(New)
•Security policy(New)
•User guide
•Forums
•Troubleshooting
•Join web conference
•Tips & tricks
•Best practices guide
•ITSM videos(New)
•ITSM cares(New)

24/7 Help & Support
24/7 Help & Support
There is 24/7 support available to all users.
Phone Support
Phone Support
Yes, toll free @ 1-888-720-9500
Live Online Chat
Live Online Chat
There is a live chat
Email
Email
Email managedesk at support@servicedeskplus.com.
Video Tutorials
Video Tutorials
Yes, video tutorials and demos.
FAQ
FAQ
A large FAQ library is available.
Blog
Blog
ManageEngines' blog contains useful articles.
Features & Functionality
General Features

ManageEngine offersoffers a lot of features to effectively manage several devices anytime from single desk, plus great features and functions, making it stand out from other contenders in the market.

Here’s a summary of the features: API · Activity Tracking · Alerts / Escalation · Alerts/Notifications · Approval Process Control · Asset Lifecycle Management · Asset Tracking.

Main features include:

Identity and access management:

Active Directory & M365 management | MFA & SSO | Zero Trust | PAM

Manage, govern, and secure digital identities and privileged access.

Enterprise service management:

IT service delivery | Customer support | IT asset management

Design, automate, deliver, and manage IT and business services.

Unified endpoint management and security:

Desktops | Laptops | Servers | Mobile devices | Browsers

Manage and secure desktops, servers, laptops, mobile devices, and web browsers.

IT operations management:

Network monitoring | Server monitoring | Applications management

Monitor and manage your network, servers, and applications.

Security information and event management:

Log management | Security auditing | Threat detection and response | UEBA

Secure your network from cyberattacks and ensure compliance.

Advanced IT analytics:

IT operational analytics | Predictive analytics | Augmented analytics

Visualize IT data and gain actionable insights into IT operations.

Integrations:

ServiceDesk Plus offers powerful native integrations with industry-leading apps from ManageEngine to give you a 360-degree view and control of your IT operations, it offers convenient integrations that connect your ITSM with your organization’s business processes.

ManageEngine can be integrated with: QuickBooks, QuickBooks Online, Zoho Integrations (CRM/Books/Invoice), Zoho Creator Integration, Zoho Reports/ME Analytics Plus Integration, MDM Integration Op Manager Integration, PMP Pro Integration, Desktop Central, Salesforce Integration, ADMP Integration., Telephony Integration, Maps Integration.

Features
  • Asset Discovery and Management
  • Configuration Management
  • Incident and Problem Management
  • Self-Service Support Desk
  • Knowledge Management
  • Request Management
  • Metrics & Analytics
  • BI & Reporting
  • Multi-Cloud Support
  • Automated Workflows
  • DevOps Integration
  • Dashboards and Reports
  • Multi-Lingual
  • Native Mobile App
  • Single System of Record
  • Virtual Agent
Incident Management
Features
  • Major Incident Management
  • Single-Pane Agent View
  • AI-Powered Insight
  • Omni-Channel Notifications
  • Visual Task Boards
  • Guided Setup
Problem Management
Features
  • Contextual Knowledge
  • Automated Notifications
  • Remediation Plans
  • Real-Time Analytics
Change Management
Features
  • Multimodal Change
  • Change Success Score
  • Change Approval Policies
  • Risk Intelligence
  • Built-In Risk Assessment and Calculation
Request Management
Features
  • Chatbot-Embedded Portals
  • Service Catalog Builder
  • Embedded Experiences
  • Graphical Workflow
  • Two-Way Notifications
  • Quick & Easy Approvals
Reporting
Features
  • Report Designer
  • Report Administration
  • Natural Language Query
  • Dashboards
Verdict

ServiceDesk Plus is an excellent product for logging, tracking and monitoring the service desk requests. The ability to track and manage the request workflow is extremely beneficial. It makes the requirements, bugs, and concerns raised for a specific project visible. A request can be assigned to a group of developers or individual developers who will work on it. The timelines can also be defined in terms of the project’s requirements.
It has a lot of built-in templates that you can customize to fit your organizational needs. All of the features I was looking for in a service desk software, such as managing software deployment, desktop/server management, and add-ons for change, problem, and incident management, were available, plus a great support!

Walter Washington
Author: Walter Washington
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