Inhalte werden geladen...
From ticket to success: Incident management and smart workflows perfectly automated with ServiceDesk Plus
ManageEngine ServiceDesk Plus is a comprehensive, ITIL-compliant IT Service Management (ITSM) and help desk software developed as a division of Zoho Corporation.
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (775), Capterra (208), Trustpilot (1058)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
4708 East Highway 71, 78617 Del Valle, United States
Employees
610
Founded
2002
Management
Rajesh Ganesan
ManageEngine ServiceDesk Plus is a comprehensive, ITIL-compliant IT Service Management (ITSM) and help desk software developed as a division of Zoho Corporation. Founded in 2002 and headquartered in Del Valle, Texas, the company helps organizations worldwide optimize their IT infrastructure with over 600 employees. The platform combines classic IT service management with Enterprise Service Management (ESM) features, allowing departments such as HR, finance, and facilities management to be efficiently integrated. Core features include advanced incident and SLA management, a visual ticket lifecycle builder, an integrated CMDB, as well as comprehensive IT asset and project management. Embedded AI capabilities and no-code automations significantly accelerate support processes. ServiceDesk Plus is available as both an on-premises and cloud version and meets the highest security standards such as ISO/IEC 27001, ISO/IEC 27701, ISO/IEC 27017, and SOC 2 Type II. In addition, the solution offers support for HIPAA and GDPR compliance.
Ask about features, integrations, data protection or onboarding – answers in seconds.
Answers are based on the website and documents of ManageEngine ServiceDesk Plus.
Extensive ITSM functionality (ticketing, incident, problem, change & asset management)
User-friendliness & user interface
Price-performance ratio
Customizability & configurability (workflows, automation, forms)
Overall, customers rate ManageEngine ServiceDesk Plus predominantly positively: Particular highlights include the extensive range of features around ITSM/help desk and asset management, solid user-friendliness, and a good price-performance ratio. Strengths lie primarily in the broad coverage of ITIL processes (incident, problem, change, CMDB, asset), automations, and the ability to use the service desk for various departments (IT, HR, facilities); weaknesses are seen in more complex configuration, occasionally slow performance in larger environments, and inconsistently experienced support. The tool is particularly suitable for small to large enterprises looking for a feature-rich, comparatively cost-efficient ITSM/help desk solution and who are willing to invest some time in setup and customization.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
ManageEngine ServiceDesk Plus has recently introduced significant product updates aimed at sustainably optimizing IT Service Management (ITSM) and Enterprise Service Management (ESM). Through deeper integration of artificial intelligence and advanced automation features, global service processes can be designed more efficiently. The updates target medium-sized and large enterprises while simultaneously strengthening compliance with global security and compliance standards.
Source: Publicly available product updates or press releases from ManageEngine ServiceDesk Plus.