G2

Gregory D.

Director, Cybersecurity

Higher Education

Mid-Market (51-1000 emp.)

11/4/2022

"ITIL compliant IT service management made easy"

4.5/5

What do you like best about ManageEngine ServiceDesk Plus MSP?

I wish I had known about ServiceDesk Plus earlier in my career! This software is the most straightforward and comprehensive ITIL service management tool I've found during my research. The Enterprise edition includes everything from incident management to change management and CMDB. Moreover, it is the only one I found that is available not only as a Cloud application but also on-premise. Review collected by and hosted on G2.com.

What do you dislike about ManageEngine ServiceDesk Plus MSP?

The ServiceDesk Plus platform can be costly if you have many agents and require the Enterprise edition (which is the one that covers the whole ITIL scope, including asset management and CMDB) because the pricing model is based on the number of agents (i.e. technicians). On the positive side, the number of users (i.e. requestors) is free and unlimited. Review collected by and hosted on G2.com.

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

ManageEngine's ServiceDesk Plus allows us to manage the whole IT service management lifecycle:

- incident management

- problem management

- change management

- release management

- service catalogue

- asset inventory

- project management

- self-service portal

- software asset management

- etc. Review collected by and hosted on G2.com.