Gartner Peer Insights™
“A robust and flexible ITSM platform that scales and delivers strong value when paired with clear governance”
Verified user · Chief Information Officer
Read the reviewCustomer voices · Verified across trusted review platformsReviews from the
Reviews from the
people who keep IT running
What's it actually like to run IT on ServiceDesk Plus? The IT managers, service desk leads, sysadmins, and CIOs who do it daily give it to you straight—from the review platforms buyers trust most.
In their own words · Verified reviews
From the people who run it every day
Individual reviews from the CIOs, engineers, and technicians who use ServiceDesk Plus daily—sourced from review platforms you trust.
Gartner Peer Insights™
“Predictive AI and Workflow Features Advance ServiceDesk Plus Despite Integration Limits”
Verified user · Chief Information Officer
Read the reviewCapterra
“Great ticketing tool with deep integration across other ManageEngine products.”
Kit L. · IT Support Engineer
Read the reviewG2
“Comprehensive helpdesk tool with robust inventory management.”
Verified user
Read the reviewTrustRadius
“Service desk software that's easy to set up and use”
Verified user · Administrator in Information Technology
Read the reviewGartner Peer Insights™
“Support Team's Responsiveness and Software Reliability Stand Out in Everyday Use”
Verified user · IT Infrastructure Technician
Read the reviewHonest feedback · What we did about it
You flagged it. We acted on it.
We don't screen out the critical reviews. Here's what reviewers have raised—and exactly what we've done about each.
What reviewers flagged
What we've done about it
Gartner Peer Insights™
“ServiceDesk Plus Offers Comprehensive Features With Steep Learning Curve After Updates”
Verified user · IT services
Read the full reviewAddressed
We launched the ServiceDesk Plus Learning Hub—free, expert-led Masterclasses, hands-on Bootcamps, and on-demand videos covering configuration, automation, and customization across every module, with live Q&A in each session.
Explore the Learning HubGartner Peer Insights™
“Integrated IT Service Platform Features Ease of Use Amid Support Speed Concerns”
Verified user · Engineering Manager
Read the full reviewAddressed
We introduced Premium Support offering first response in three hours or less, 24/7 emergency coverage, a dedicated support engineer, and periodic health checks to keep your instance tuned.
Explore Premium SupportGartner Peer Insights™
“ServiceDesk Plus Offers Wide Functions But On-Premises Lags Behind Cloud Updates”
Verified user · IT Associate
Read the full reviewOngoing
On-premises ships on a steady cadence—the current Series 15 delivers regular builds of new enhancements, fixes, and security updates, all tracked openly in the ReadMe.
View on-premises release notesGartner Peer Insights™
“Manage Engine Provides Seamless Integration Yet Mobile Application Lags Behind Web Portal”
Verified user · IT Network Admin
Read the full reviewOngoing
The mobile app now ships monthly—recent releases added the Problems module, approvals, and QR/barcode/RFID asset scanning, steadily closing the gap with the web portal.
See mobile app release notesEditions · Built for every stage of ITSM maturity
One platform, three editions
Whether you're formalizing your first service desk or orchestrating ITSM across a global enterprise, there's an edition to match—each one customizable, value-oriented, and ready to scale as your processes mature.
Standard
Service desk for IT and non-IT teams
- Incident management
- Customizable ticket templates
- Visual ticket life cycle builder
- No-code ticket handling automation
- Self-service portal
- Knowledge base
- SLA management and escalations
- Reporting and live dashboards
Professional
Service desk with ITAM capabilities
- IT service desk
- Multi-modal asset discovery and import
- Visual asset life cycle builder
- Software asset management
- Asset loans
- Asset inventory reports and analytics
- Purchase and contracts management
Most popular
Enterprise
Unified service management platform
- IT service desk
- IT asset management
- Service catalog
- Problem management
- Change enablement and release management
- Change and release workflow builders
- IT project management
- CMDB
High-value AI capabilities are included across every edition, at no additional cost.
Pricing · Where it starts
Simple pricing, cloud or on-premises
ServiceDesk Plus is available both in the cloud and on-premises, so you can choose based on your needs—cloud for a fast, maintenance-free start, or on-premises for full control over data, security, and compliance. Here's where pricing starts for each edition.
Cloud
On-Premises
Standard
Starts atUS $13
/ technician / monthStarts atUS $120
/ technician · billed annuallyProfessional
Starts atUS $27
/ technician / monthStarts atUS $248
/ technician · billed annuallyEnterprise
Starts atUS $67
/ technician / monthStarts atUS $598
/ technician · billed annuallyEvery edition comes with a fully functional 30-day free trial.
For full pricing across editions and deployment options, see transparent pricingNot sure which deployment model fits your requirements? See the comparison in detail
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Gartner Peer Insights content consists of the opinions of individual end users based on their own experiences, and should not be construed as statements of fact, nor do they represent the views of Gartner or its affiliates. Gartner does not endorse any vendor, product or service depicted in this content nor makes any warranties, expressed or implied, with respect to this content, about its accuracy or completeness, including any warranties of merchantability or fitness for a particular purpose.