G2

Verified User in Medical Devices

Enterprise (> 1000 emp.)

4/7/2026

"Robust ITIL Modules, but Initial Setup Can Feel Overwhelming"

3.5/5

What do you like best about ManageEngine ServiceDesk Plus?

TSM Excellence (Ticketing & Beyond):

It isn’t just for "my printer is broken" tickets. It follows the ITIL framework, meaning it has dedicated modules for Incident, Problem, Change, and Release Management. If you want to track the root cause of a recurring server crash or plan a company-wide software update with approval stages, SDP handles the logic. Review collected by and hosted on G2.com.

What do you dislike about ManageEngine ServiceDesk Plus?

Initial Setup: The sheer number of toggles and settings can be overwhelming at first. Review collected by and hosted on G2.com.

What problems is ManageEngine ServiceDesk Plus solving and how is that benefiting you?

Problem: "The Black Hole" of Requests

The Issue: Employees send requests via Slack, email, or "drive-by" desk visits. Things get forgotten, and users have no idea when their problem will be fixed.

The Solution: A Centralized Service Portal and multi-channel ticketing (Email, Chat, Mobile App).

The Benefit: Transparency. Every request has a tracking number and a clear status. Users feel heard, and IT managers can prove exactly how much work their team is actually doing. Review collected by and hosted on G2.com.