Hear what our customers have to say

Videos

Anthony Rodas - OK Tire
Kent Corser - Blue Valley School, help desk software review
Leia Powell - Listerhill Credit Union
Todd Haverstock, Administrative Director
Trey Tomlinson, Systems/Application Analyst
Sandeep Rademi, Corporate Manager
Tony Batalla, IT Director
Daniel Gaitan, Helpdesk Coordinator
Iftikhar Phoplankar, IT technician
Alven De Guzman, Head of IT
Varun Vij, Information security officer
Hussain Al-Abdulmohsen, IT Manager
Steven Klepzig, Senior Communications Engineer
Shawn Wheeler, Computer Technician
Tanveer Ahmad Ansari, System administrator
Shah Ali, Saudi Telecom Company
Carloz Perez, Global Support Director
Tom Fostor, IT director
James Arnold, Service Desk Manager
Joe Frazier, Information Systems Manager
Chester Chiu, IT service manager
Ruben Guzman, IT Manager
John Rosser, MIS Manager
Leroy Squires, Senior Technical Analyst
Kasiimu Ssenyondo, Engineer
Jody Hendrix, Help Desk Technician
 

Case Studies

Ashton Park School

Ashton Park School

Ashton Park School's IT department wanted an efficient and affordable help desk to manage requests from users and to keep track of assets and purchases.
Austin Convention Center

Austin Convention Center

Austin Convention Center's infrastructure team needed a fast and affordable help desk to keep their IT services available at all times.
Averda case study

averda

With a huge influx of support calls, Averda wanted a help desk to effectively handle the ticket load and to route tickets to the right technician groups.
Cetero Research case study

Cetero Research

Cetero Research wanted a service desk that could help them move away from in-person support and bring order to service management.
HAMPS Australia case study

HAMBS

HAMBS, an IT service provider for the Australian health insurance industry, wanted to move away from reactive to proactive IT service delivery.
Lulea University

Lulea University

Lulea University's help desk was constantly in firefighting mode trying to manage huge ticket volumes. They needed a simple tool to automate complex workflows.
Manhattan Associates

Manhattan Associates

Manhattan Associates wanted to centralize help desk activities across locations and time zones to manage their help desk tickets in real time.
Ohio Department of Education

Ohio Department of Education

After battling inefficiencies in their processes, the Ohio Department of Education was looking for a solution with a built-in ITIL® framework to increase their productivity.
OpNext case study

OpNext

Opnext was constantly bombarded with customer complaints due to an unorganized help desk. They wanted a robust, yet user-friendly help desk to improve customer satisfaction.
Radiology Associates

Radiology Associates

With multiple departments spread across four offices, Radiology Associates was looking for a help desk that could provide greater visibility into their assets and projects.
Star Beverage Retailer

Star Beverage Retailer

After having difficulty navigating through complex tools, Star Beverage Retailer wanted a help desk with a proper communication channel and notification mechanism.
Sterlite Technologies

Sterlite Technologies

Sterlite Technologies' help desk wanted to move away from troubleshooting mode and act as a strategic driver to achieve business goals.
SwissLife Banque banks

SwissLife Banque banks

SwissLife Banque was battling scalability issues and surging ticket volumes when they underwent a major transition in their ticketing system.
The Arc of Ventura County

The Arc of Ventura County

Manually tracking tickets meant The Arc of Ventura County didn't have enough time to serve their community. They needed a tool that automated ticketing so they could get back to their main objective.
Tranter case study

Tranter

After struggling to classify, track, and adhere to SLAs with tickets coming in from multiple sites, Tranter wanted to improve their productivity
Warner Bros

Warner Bros

With a growing help desk team, Warner Bros. needed a tool that was both flexible and structured to define processes and achieve efficiency.
 

Public Reviews

PcQuest review
As the name suggests, the software is meant to help your IT helpdesk become more efficient, and at the same time.
www.pcquest.com
comparehelpdesk.com review
ServiceDesk Plus is built with extensive functionality to manage your IT processes more effectively.
www.comparehelpdesk.com/
Getapp review
ManageEngine ServiceDesk Plus is one of the best help desk software and asset management tool you can probably find
www.getapp.com
G2Crowd review
Run your IT with a complete web-based, ITIL-driven Help Desk & Asset Management tool.
www.g2crowd.com
comparz review
ManageEngine ServiceDesk Plus is a software platform that integrates help desk requests for the IT department.
www.comparz.com
Cloudswave review
Help desk software with Knowledge base, self service portal, IT asset management and ITIL processes.
www.cloudswave.com
serverfiles review
ManageEngine ServiceDesk Plus is web based Help Desk software with integrated Asset Management.
www.serverfiles.com
helpdeskadministator.com review
One of my recent projects has been to implement a replacement service desk system for a medium sized IT department.
www.helpdeskadministrator.com
businesssoftware.com review
ServiceDesk Plus is an ITIL ready Web-based Help Desk and Asset Management solution.
www.business-software.com
 

Reviews on Third Party sites

Gartner logo
star rating star rating star rating star rating star rating
ManageEngine ServiceDesk Plus OnDemand was very easy to implement. With built in ITIL process, good OOB reporting, the ability to create new reporting easily and the ITIL Management functions on offer, it was a strong choice for our new software. The price and ease of implementation sealed the deal.
G2Crowd logo
star rating star rating star rating star rating
One of the best features is the inventory system. It is allowing us to track issues per device and gives information on the warranty. Also, the software allows us to see exactly which hardware is installed on the machine.
GetApp review
star rating star rating star rating star rating star rating
I have been with SDP more than 5+ Years They have very good features like Incident and Change Management. End Less Custom Integrations can be done using Custom Triggers.
 

Customer Quotes

averda logo

Tarek Saade,
averda

With IT services offered as catalog options right in the end user Self Service Portal, we were able to present a consistent and structured view of IT's request management capabilities completely automated with SLAs and approval workflows. This generated a lot of interest in other departments and we now have the Human Resources, Training the Payroll teams using the application to serve users in the organization
TPS review

IT Infrastructure Manager,
TPS Nedvizhimost, Moscow

We've been able to attain a high level of incident management maturity with ServiceDesk Plus in a very short amount of time. Automated workflows, best practices out of the box, hassle-free communication, and high user satisfaction have helped us to achieve the goal of a having a world-class help desk solution at TPS. We are very happy with ServiceDesk Plus and will recommend it to any IT team out there.
Lesedi Nuclear Services

Darren Hammond,
Lesedi Nuclear Services

ServiceDesk Plus is an excellent product. We simply love the dashboard as it allows us to keep a watch on the tickets and quickly provides useful information. The reports and surveys are easy to use and allow us to drill down into the details. The ticket work flows and automation help us reduce complexity and resolve issues faster. In the beginning it was a challenge, but now we can proudly say that we have improved our service delivery and as a result; happy end-users.
My Book It review

Dean Bird,
My Book It, Australia

The push notifications have helped us stay on top of our tickets. We track ticket progress and update them on the go. We're simply more proactive these days without the hassles
Pacific Whale Foundation

Nathan Reasoner,
Pacific Whale Foundation

What we find impressive with ServiceDesk Plus is the flexibility in the setup. We are able to create templates for specific needs to separate the tickets and reporting in each of the departments, providing a seamless experience for our users
Universidad Catolica San Pablo

Paul Manchego,
Universidad Catolica San Pablo

The flexibility of integration with APIs has enabled Academic Support Members to raise requests right from the university academic portal without logging on to ServiceDesk Plus. We have achieved seamless integration with our internal systems and this has helped us to get better at our customer service.
Electroswitch, Massachusetts

Karen Roche,
Electroswitch, Massachusetts

ServiceDesk Plus gives us the entire sequence of activity in one single place. This helps us in audit operations. The team has also been able to take advantage of the easy reporting mechanism to get advanced analytics on their service desk operations.
Radiology Associates

Nicholas P. Arispe,
Radiology Associates

The asset management piece is probably the most important part of ServiceDesk Plus for us, and possibly the most helpful part of the tool. We use it for help desk but the asset management part is just as important, if not more so. I would say that asset management module has provided the biggest added value to the business.
Manhattan Associates

James Arnold,
Manhattan Associates

ServiceDesk Plus has been a great decision both functionally and financially. I'm looking forward to the updates and changes that may be coming out in the future.
Caro Community Hospital

Silas Anderson,
Caro Community Hospital

Fortunately, ServiceDesk Plus is a very good application. It's downright amazing when you remember that it's free! There's some things we don't like, and improvements we hope to see in the future, but that's the nature of all software. The important part is that it works the way it's supposed to better than 99% of the time, it's not very difficult for people to learn (as long as they're willing to learn), and since it's free, it's easy to get started and grow without pressure. On top of that, the support is outstanding!
The Austin Convention Center

Joe Gonzales,
The Austin Convention Center

ServiceDesk Plus has lowered my stress level a great deal, I know that everything I need to know is in one place. I know what is in the queue and confident that I haven't forgotten any shoulder tap requests. ServiceDesk Plus gave our end users confidence too. They know that their tickets are being taken care of.
Medianova

Serkan,
Medianova

We never knew the importance of an IT help desk software until we got one, and got the right one. We chose ManageEngine's ServiceDesk Plus On-Demand and it has never disappointed us. It does more than what we ask for, for less money. I am happy because my clients are satisfied and technicians are efficient. I would definitely recommend ServiceDesk Plus On-Demand
Michigan Technological University

Gregory Booth,
Michigan Technological University

It is easy and beneficial to walk through the CMDB and get the asset information and the associated changes. Every module in ServiceDesk Plus is well integrated, be it change, assets, or CMDB
McMenamins Pubs & Breweries

Joe Frazier,
McMenamins Pubs & Breweries

We had a lot of issues with reliability, initial install, getting everything configured and up & running. ServiceDesk was really easy to do all that. We were up and running in a day of installing it the first time. That's great!
Manhattan Associates

James Arnold,
Manhattan Associates

We rolled out ADSelfService Plus three months ago to mitigate the password resets. We are happy that we have a 70 percent reduction in password resets over the past month. It's a huge win for us and for our customers. They don't have to call to raise a request. The ADSelfService Plus also helps to unlock itself after 15 minutes and that's great for the customer." <ETH> James Arnold, service desk manager
City of San Leandro

Tony Batalla,
City of San Leandro

We looked at couple of ServiceDesk Plus's competitors ServiceNow and Remedy Force and ultimately we were convinced to go with ServiceDesk Plus because it met the needs we had at a price point that was attractive.
Ovako Wire

Mike van Gestel,
Ovako Wire

ServiceDesk is everything you want in an application! It will handle tickets; it has assets and helps your IT-department to get structure and discipline! We just love it!
Schenker

Anish Arora,
Schenker

Its been a wonderful tool. All the features are good and beneficial. Thanks to all ServiceDesk Plus team for developing such a useful tool. We are very satisfied with ServiceDesk Plus tool quick and efficient services. We are receiving quite a lot of application and we expect many more. Many Thanks! And keep it up with good in the next versions also.
Avecto case study

Christian Davies,
Avecto

As the UKs Fastest Growing software company, Avecto needed something that could manage all of our IT support tickets as well as give us visibility of our assets, and that is where ManageEngine ServiceDesk Plus came in. ServiceDesk Pkus allowed us to streamline our support tickets in order to provide fast and efficient support, it also allowed us to see all of the assets on our network irrespective of site and give us overview of finite details.
Electroswitch, Massachusetts

Karen Roche,
Electroswitch, Massachusetts

Once we saw how our help desk operations turned around with ServiceDesk Plus, it was only natural for us to expand the automation and convenience to other areas of IT, particularly asset management. It has been a very worthy investment for us at Electroswitch.
TPS Nedvizhimost, Moscow

IT Infrastructure Manager,
TPS Nedvizhimost, Moscow

By integrating ServiceDesk Plus with our Active Directory, we've made our help desk more accessible and organized to our end users who now log issues in the portal, overall reducing phone calls and walk-ins
Pacific Whale Foundation

Nathan Reasoner,
Pacific Whale Foundation

I've had to contact your customer care a few times to resolve issue syncing users within our Google Apps for Education account. In each instance, the ServiceDesk Plus support staff has done an amazingly good job. I cannot say how impressed I am with both your product and your service. Thank you so very much.
Caro Community Hospital

Silas Anderson,
Caro Community Hospital

The fact that the support team listens to our input and is willing to entertain the notion that it's not perfect and there is always room for improvement is a quality that is just too rare these days and very appreciated.
Radiology Associates

Nicholas P. Arispe,
Radiology Associates

Everything we want to do in IT at Radiology Associates is running through ServiceDesk Plus - service desk, asset management, project management. ServiceDesk Plus is ticking all the boxes for us. I am 100 percent a customer for life.
FirstService residential

Carloz Perez,
Global Support Director

Like with any other product you want the best ROI. Both in the company I was at previously and this one, ManageEngine always seemed to bring the best return on investment to the company. My biggest challenge was I didnt have a lot of resources to roll it out and I didn't have a lot of time. And ManageEngine ServiceDesk Plus out of all the products was the only one that let me do it pretty much on my own. I rolled out the product within 2 months, 2 on a infrastructure of 8000 people.
Hughes Enterprises, Inc.

Daniel Milano,
Hughes Enterprises, Inc.

I have spent countless hours to find the perfect support desk software. ServiceDesk is superior to other software so far. Bonus was the assets, purchase and contract modules. These modules help businesses to assess support issues that are associated to "Assets" and not only to "person". Thank you!
 

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