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ManageEngine ServiceDesk Plusのレビュー

ManageEngine ServiceDesk Plusとは

ServiceDesk Plusは、IT部門やその他のエンタープライズ部門が独自のワークフローや自動化を作成し、カスタムヘルプデスクを構築する上で役に立ちます。

ManageEngine ServiceDesk Plusの製品詳細

良いポイント:

It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities.

改善してほしい点:

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that.

ManageEngine ServiceDesk Plusの評価

評価ポイント

使いやすさ
4.2
カスタマーサービス
4.2
機能
4.4
価格の妥当性
4.3

おすすめ度

8.3/10

ManageEngine ServiceDesk Plusの総合評価は4.4/5です。 (キャプテラに寄せられた208件のレビューより集計)。

ManageEngine ServiceDesk Plusを使用したことがありますか?

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レビューを絞り込む (208件)

Sergio
Sergio
イタリアのIT Consultant
認証済みLinkedInユーザー
情報技術、情報サービス, 自営業
使用期間: 2年以上
投稿経路

検討した類似製品:

A complete, easy to deploy and use, customizable service management solution

5.0 2 年前

製品を使ってみた感想: We implemented it in a hared service center serving more than 40 legal entities, with approximately 2,000 workstations/users and about 36 technicians. We gradually implemented it and had the chance to streamline processes and customize the solution for our different companies. Integration with email and AD was a great help in setting up the environment with no additional work.

良いポイント:

It sports a complete set of well-designed and ITIL-oriented functions; it can fit both a small firm and an enterprise - with proper licensing and setup. Complete, customizable, easy to use, clear to setup, integrated with other Managengine (and 3rd party) solutions.

改善してほしい点:

As per my latest experience (2019) workflow management could be improved; while it's not its primary focus, still it could give great advantages in automating service workflows (eg joiner & leavers).

Harry
Harry
英国のSystems & Digital Marketing Administrator
認証済みLinkedInユーザー
建設, 51~200人規模の会社
使用期間: 1年以上
投稿経路

検討した類似製品:

Great software, could use more features

4.0 2 年前

製品を使ってみた感想: It's a great piece of software/service to have, it could do with being more fluid from an administrators point of view, but it's improving during the time we've been using it.

良いポイント:

Multiple of the applications ManageEngine provide can be integrated with one another (not all at this current time) but this allows a more fluid and easy management of the services.The functionality of adding our assets and having a helpdesk in a single location is convenient and does the job required. There is also a feature on pages which if what you required isn't available in a "features" aspect, you can request it, however it isn't clear on when it will be implemented other than in a future version.

改善してほしい点:

The functionality can be confusing for some features, some configurations need to be done in the admin settings when logically, I think being able to edit them in the current page you're on which the change relates to would be more convenient. Also there isn't a timeline of features being implemented, so it's not clear if the features you may want, are going to happen.

Joshua
オーストラリアのApplications Specialist
小売, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Great for SMB but future growth needs to be considered

4.0 先月 新着

製品を使ってみた感想: Good if all you're looking at is to provide a service desk platform but for a business that is expected to grow, there are other platforms that will accommodate for that better and is more modernised.

良いポイント:

It does the job and helps us as an office support our retail stores and staff members with any questions and queries.

改善してほしい点:

I think overtime the UI has grown outdated in comparison to other service desk services and feels clunky in comparison. We find it hard to navigate when a particular change is required and modifying the UI of the user landing page it quite difficult. In addition, the reporting within the platform is not intuitive and we find ourselves having to manually export and transform data using other tools such as Excel and Canva for visuals on reporting that we send out on a monthly basis.

認証済みレビュアー
認証済みLinkedInユーザー
プログラム開発, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Support is terrible

3.0 4 年前

良いポイント:

Nice interface.

改善してほしい点:

We have been using ServiceDesk Plus for 7 years now. We have contributed a lot into the development of this ticketing software and have around 2K users around the world using it. Software does have occasional hiccups and glitches, but the worst part is their support. It declined so much over the years that it's unbearable now. Every time there is a remote session, it seems that engineers try to waste as much of your time as possible, just connect to you online and literally doing nothing. You have to patch and update SDP manually quite often, sometimes 3 times per month. Every patch is downtime and a risk of an issue, where you have to contact support. Their online instructions are outdated... Just try to renew SSL cert using the posted guides, good luck - another support call to Delhi.

James
アメリカのChief Technology Officer
金融サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Reliable and Expressive

5.0 7 か月前

製品を使ってみた感想: It helped me get a handle not only on the incoming tickets and requests, but also the machines that were at the company, as well as helped get a knowledge base for users to have. I love it.

良いポイント:

It's fairly easy to set-up, and you can tune it to be a reflection of how you think IT should be run. There is a TON of customization you can do to it to reflect your personality as an IT admin (Hence the "Expressive" in my title). I used it at a previous company and introduced it to my new company with great success.

改善してほしい点:

It can be quirky to add certain things after the initial setup. Nothing that is a showstopper, just takes getting used to.

Sam
Sam
アメリカのSystems Administrator
認証済みLinkedInユーザー
金融サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Great ticketing system for helpdesk

4.0 5 年前

製品を使ってみた感想: This is a great helpdesk application for most small-to-medium companies who don't need all the extra features that come with Autodesk, connectwise or Salesforce. Worked directly out of the box with minimal configurations needed.

良いポイント:

Ease of use, setup, low resource consumption on server, built-in reporting is enough for my company, Solutions, preventative maintenance tasks, templates, email fetching, user portal, external mobile app.

改善してほしい点:

Reporting isn't that user friendly, upgrades don't allow skipping of versions, not cumulative. Support isn't that good in resolving issues, so luckily we haven't had many

Nicat
Nicat
アゼルバイジャンのNetwork and network security engineer
認証済みLinkedInユーザー
政府機関, 201~500人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

My experience has been amazing and productive

5.0 昨年

製品を使ってみた感想: As an IT professional, solutions such as ManageEngine are essential for the prompt service delivery of HelpDesk employees within the organization. ManageEngine has many features. They are remote connection, video call and chat functions. You can even manage the computer's services or system files without connecting to the computer's desktop. I work in an organization with 500 employees, and the ManageEngine was very helpful in providing technical support. However, the availability of the ticket system in the ManageEngine makes it easier for you to give detailed reports to both the work efficiency and the management.

良いポイント:

Among the alternatives, it was the most convenient to set up and use. It has a user-friendly interface

改善してほしい点:

It's a very convenient product, I like ManagEngine's products in general, but sometimes additional add-ons can be a bit expensive.

Vincent
オランダのTeam Lead ServiceDesk
金融サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Great (not only) IT servicedesk tool

5.0 8 か月前

製品を使ってみた感想: Decent tool - very powerfull - would recommend 10/10 - great support

良いポイント:

flexibility - scalability. Also other departments apart from IT can use it for external client-facing flows.

改善してほしい点:

with a system as big as this, you can get lost in the features (but the support from ZoHo / Manage Engine is great)

Ricardo
Ricardo
南アフリカのBusiness Intelligence Team Lead
認証済みLinkedInユーザー
法律サービス, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

Manage Engine Service Desk Review

4.0 2 年前

製品を使ってみた感想: We used it as a ticket system for IT but overall did not like the experience.

良いポイント:

It makes for an easy ticketing system for IT to use and helps keep track of ticket progress quite well

改善してほしい点:

There is too much freedom for the technician around what they can do with the ticket. They can delete etc too easily, also it's not easy to use for the end user and hard to track outstanding tickets efficiently

José
José
ドミニカ共和国のIM Manager
認証済みLinkedInユーザー
石油、エネルギー, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Good IT Ticking system

5.0 2 年前

製品を使ってみた感想: The easy and fast way to have the configuration done and running. The web interface and mobile work are fantastic.

良いポイント:

The integration with the rest of the applications Zoho and ManageEngine have. Easy to set up and fast to be deployed.

改善してほしい点:

If you are a small company, the best recommendation must work On a Cloud solution they provide.

Angelo
アメリカのIT Advisor
建築、設計, 11~50人規模の会社
使用期間: 1年以上
投稿経路

Essential to have IT culture - Following ITIL recommendations

5.0 2 年前

製品を使ってみた感想: Do you have an IT team of more than 3 or 5 people? You need one of these. Do not believe it, you should know that you need it. It is essential for the planning, organization and decision making of a company. With ManageEngine Service Desk, you can measure. Remember, what cannot be measured cannot be controlled.

良いポイント:

Having a control panel where you can schedule, track, prioritize, and assign tasks... It is essential to have the IT team in the best conditions. Enough of messaging communications, having a control center for your users' requests is essential. You can register your users, install Service Desk agent or End Point Manager for your users' requests. And attend to them according to your procedures. It is a knowledge center that will greatly help the IT team and give quick answers to your users. If the IT team is not attending to users, you will know it, since Service Desk can highlight requests and incidents that have not been attended to. This software is very scalable.

改善してほしい点:

There is no magic button to configure the whole system. If you have implemented this software a long time ago or since the beginning of the company, then there is no problem. But if you are implementing this software, and you have a lot of employees, a lot of IT processes, among other things; It can take days or weeks to configure everything (if you do it yourself). If you have a responsible and committed IT team, you can have the implementation ready quickly. I would prefer that it could be installed in a container. We don't like the idea of ​​having to set up an entire server to failover, or having to wait several hours to redeploy if something goes wrong with Windows. We are one of the companies that prefer everything On-Premise, so we will not go for the Cloud.

Nathan
英国のHead of Infrastructure and Networks
保険, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good Cloud Based Service Desk

4.0 昨年

製品を使ってみた感想: As a team we rate ServiceDesk Plus highly and rely on it daily, it is a simple to use platform that can be vastly expanded and customised to fit your business needs. As a small IT support outfit it feels like we are just touching the surface of the power within SDP. Finding the time to fully configure the automation, emails, categories is difficult.

良いポイント:

Lots of great features included in the package, ticketing system works well, nice dashboard, hundreds of features, customisable,

改善してほしい点:

Default view for some aspects like changes are over complicated, pre built forms and categories would save time, a lot of time is needed to fully customise the platform. ME Support is quite slow and difficult.

Tinashe
ジンバブエのHead ICT
金融サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

The future of service Desk

5.0 4 年前

製品を使ってみた感想: Great solution to seamlessly manage tickets with reporting that is comprehensive.

良いポイント:

The software is user friend and simplifies the help desk processes. It adheres to the best practice ITSM workflows. It has powerful integration capabilities with majority of data source drivers of many platforms. The reporting is suburb, graphical displays and extensive reporting capabilities. Can be deployed on cloud or on premises

改善してほしい点:

Hosting on premises a bit more complicated to manage than on cloud otherwise great application to start managing help desk workflows

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

Best Service desk Software

5.0 5 年前

製品を使ってみた感想: We have implemented ServiceDesk Plus as a part of our customer relationship management. It is also used for internal auditing purpose. ServiceDesk allows managing all the IT services seamlessly. We have been using ServiceDesk for years for all our help desk, facilities, and reporting needs. It also allows to quality management of the help desk agents. Its reporting tool facilitates to monitor and report helpdesk team progress in a visualized way.

良いポイント:

So far, this the best ServiceDesk solution in the market. It is bundled with almost everything that can be expected in these kinds of solution. Actually, we have never used some of the features included with this. However, we are privileged to receive updates from the vendor itself. We are extremely satisfied with the overall product capabilities, comparing verdict solutions. Following are the most impressive features of the Service Desk + Easy Cloud integration + Best Asset management tools. + Best Reporting Tools. + Quality management capability of the staff

改善してほしい点:

+ Hard to implements + Lack of administration documentation + Quite Expensive( but worth for money)

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

Servicedesk product at an affordable price

4.0 4 年前

良いポイント:

The product setup & configuration is easy. Offers a good reporting tool. Can use used to connect to Office 365 to generate report for their usage. Reports can be exported into multiple file formats.

改善してほしい点:

The interface could have been much much better. Adding of extendedattributes could have been made easier.

Alagie
ガンビアのIT administrator Assistant Manager
通信, 201~500人規模の会社
使用期間: 2年以上
投稿経路

My experience with ManageEngine ServiceDesk

5.0 5 か月前

製品を使ってみた感想: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

良いポイント:

What I like most is creating different user groups with different roles.

改善してほしい点:

There's nothing that I don't like about ManageEngine ServiceDesk. All its features are excellent, to be honest.

AbdulAleem
サウジアラビアのTechincal Support
ホスピタリティ, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Review Manage Engine SDP

5.0 3 年前

良いポイント:

Easy to Use Easy to Setup customer-centric UI

改善してほしい点:

Very vast software. It's good for certain companies but for us it makes too many screens to manage.

Nick
アメリカのHelp Desk Manager
公共政策, 51~200人規模の会社
使用期間: 2年以上
投稿経路
ソース:SoftwareAdvice

You get what you pay for

3.0 6 年前

製品を使ってみた感想: When we paid for the software (before switching to the free edition), support was very hard to understand. While SDP is certainly usable, it has been growing increasingly unstable for us. When we have time, we'll likely look into a different solution, like Spiceworks.

良いポイント:

The software is easy to configure. The price is right for a small shop (free for up to five users). If you just need something basic, SDP fulfills the basic needs of a help desk.

改善してほしい点:

The page redirects are buggy. Clicking links frequently go 404 at random as it serves a page wrong. Instead of going to http://servername/workorder.do it will instead just try to go to workorder.do and not find the page.

Edgar
アメリカのService Desk Technician
金融サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

Awesome Ticketing System

4.0 5 年前

製品を使ってみた感想: Overall this software is a great ticketing system, i would recommend this to my colleagues.

良いポイント:

ManageEngine makes quality products with a bunch of features, you acn configure a wholee bunch of stuff including reply templates, service request categories, SLA's, Asset Management, Change Management, etc. I am actually very surprised with how much you can do with this piece of software. They offer software updates pretty frequently so you're always up to date.

改善してほしい点:

The software is really robust and offers a lot, i don't have anything to complain about.

Bill
アメリカのIT Operations Manager
金融サービス, 201~500人規模の会社
使用期間: 2年以上
投稿経路

ServiceDesk Plus brought organization to the chaos that was our ticketing system.

5.0 6 年前

良いポイント:

Ease of use, and intuitiveness of the software makes training significantly simplified. Additionally, I enjoy how project management, service catalogs and asset tracking all tie together nicely.

改善してほしい点:

Cost. As much as we love SDP, some of the features we would like to implement are simply too costly . As mentioned in the "Pros" section, we would love to incorporate CMDB, change management, project management, but the modules are simply too expensive for us.

Eric
メキシコのProject Manager
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 2年以上
投稿経路

The AIO Servicedesk Solution

5.0 3 年前

製品を使ってみた感想: as the title says "The AIO Servicedesk Solution", the solution has interconnected modules that include everything from ticket management, problems, changes and even inventory

良いポイント:

All the modules ready to use since each one of this are out of the box so you can just simply install the SW and start to use.

改善してほしい点:

Maybe more customization regarding request module, some tabs has no use in our org so we cannot move that

認証済みレビュアー
認証済みLinkedInユーザー
金融サービス, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

Useful tool, but not great

3.0 6 年前

製品を使ってみた感想: The experience till now has been good. As it's quiet easy to understand and user friednly, the new members also learn it at a rapid rate.

良いポイント:

The user Interface is pretty straightforward. The ticket raising and ticket addressing are very easy to understand and update from time to time. The in built database of all the assets and their associated unique Ids, is a great help.

改善してほしい点:

It is providing more and more advanced search options in every upgrade, but the search results don't always bring back the correct results. Their testing team needs to do a more thorough job before putting out a new feature.

Miguel
ベネズエラのInformation Technology Project Manager & Quality Assurance
認証済みLinkedInユーザー
, 11~50人規模の会社
使用期間: 2年以上
投稿経路

I have been using it for the past 8 years

5.0 6 年前

製品を使ってみた感想: Very good ITSM software for a low price, alot of features that can be fully customizable, and easy to keep track of what everyone is doing due to an amazing dashboard!

良いポイント:

* Excellent Service Catalog. * Convertion of Tickets into projects, Problems, Changes. * Asset Discovery and CMDB * Lots of addons. * Integrated chat.

改善してほしい点:

This is a great software but updating versions can be a pain, due to the confusing documentation on this matter

Dean
英国のGroup Infrastructure Specialist
出版, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

ManageEngine Servicedesk Plus

5.0 3 年前

製品を使ってみた感想: Great for ticketing and asset management.

良いポイント:

Ticket management is great. Integration with other instances of the app as well using the API to create IT helpdesk tickets automatically from our HR system.

改善してほしい点:

The archive ticket system isn't updated to use the same views as the live system so it looks out of place. Asset database is too easy to let get outdated.

Herman
ケニアのSenior Network and Security Administrator
放送メディア, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

ManageEngine ServiceDesk Plus Review

5.0 2 年前

製品を使ってみた感想: We cant run ICT support without this tool, its the core of our support system

良いポイント:

Its very effective in managing ICT support, log, track, CBK of incidents and how it was resolved

改善してほしい点:

Its more effective working alongside other zoho products which have to be purchased separately