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ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus

Conheça ManageEngine ServiceDesk Plus

O ManageEngine ServiceDesk Plus é um software de help desk e gestão de ativos. Ele oferece um pacote integrado com gerenciamento de incidentes (tíquetes de problemas), gestão de ativos, compras, gerenciamento de contratos, portal de autoatendimento e base de conhecimento por um preço acessível. O ServiceDesk Plus oferece tudo de que você precisa para ter um help desk de TI completo e uma equipe de help desk produtiva. O ManageEngine ServiceDesk Plus está disponível no local e sob demanda.

Quem usa ManageEngine ServiceDesk Plus?

O software oferece a facilidade de uso de que as pequenas e médias empresas precisam e os recursos eficientes que as maiores empresas demandam. Mais de 100.000 empresas em todo o mundo confiam nesse produto para gerenciar seus serviços de TI.

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As barras de classificação verdes mostram o produto vencedor com base na nota média e no número de avaliações.

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Avaliações do ManageEngine ServiceDesk Plus

Pontuação média

Geral
4,4
Praticidade
4,2
Atendimento ao cliente
4,2
Recursos
4,4
Relação qualidade/preço
4,3

Avaliações por tamanho de empresa (funcionários)

  • <50
  • 51-200
  • 201-1.000
  • >1.001

Encontre avaliações segundo pontuações

5
56%
4
33%
3
8%
2
2%
1
1%
Sergio
Sergio
IT Consultant, Itália
Usuário do LinkedIn Verificado
Serviços e tecnologia da informação, Profissional autônomo
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

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

5,0 há 2 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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
Systems & Digital Marketing Administrator, Reino Unido
Usuário do LinkedIn Verificado
Construção, 51–200 funcionários
Usou o software para: Mais de um ano
Fonte da avaliação

Alternativas consideradas anteriormente:

Great software, could use more features

4,0 há 2 anos

Comentários: 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.

Vantagens:

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.

Desvantagens:

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.

Avaliador Verificado
Usuário do LinkedIn Verificado
Desenvolvimento de programas, 1.001–5.000 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Support is terrible

3,0 há 4 anos

Vantagens:

Nice interface.

Desvantagens:

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.

Alagie
IT administrator Assistant Manager, Gâmbia
Telecomunicações, 201–500 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

My experience with ManageEngine ServiceDesk

5,0 há 4 meses

Comentários: Our work has been made easier by helpdesk ticketing and we have been able to assign and manage our tasks accordingly.

Vantagens:

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

Desvantagens:

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

James
Chief Technology Officer, EUA
Serviços financeiros, 51–200 funcionários
Usou o software para: Mais de dois anos
Fonte da avaliação

Alternativas consideradas anteriormente:

Reliable and Expressive

5,0 há 6 meses

Comentários: 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.

Vantagens:

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.

Desvantagens:

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