¿Qué es ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus es un software de servicio de asistencia técnica y gestión de activos. Ofrece un paquete integrado con gestión de incidentes (billetaje de problemas), seguimiento de activos, compras, gestión de contratos, portal de autoservicio y base de conocimientos en un punto de precio asequible. ServiceDesk Plus te brinda todo lo que necesitas para tener una mesa de ayuda de TI completa y un personal de ayuda productivo. ManageEngine ServiceDesk Plus está disponible tanto a nivel local como bajo demanda.
¿Quién usa ManageEngine ServiceDesk Plus?
El software ofrece la facilidad de uso que las PYMES necesitan y las potentes características que demandan las empresas más grandes. Más de 100 000 empresas de todo el mundo confían en el producto para gestionar sus servicios de TI.
¿Dónde se puede implementar ManageEngine ServiceDesk Plus?
Cloud, SaaS, Web, Windows (desktop), Linux (desktop), Windows (local), Linux (local), Android (móvil), iPhone (móvil), iPad (móvil)
Imágenes y vídeos de ManageEngine ServiceDesk Plus
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ManageEngine ServiceDesk Plus
Funciones de ManageEngine ServiceDesk Plus
- Acceso móvil
- Alertas y alzada
- Alertas y notificaciones
- Asistencia al cliente
- Asset Lifecycle Management
- Auditoría de problemas
- Búsqueda de texto completo
- Catálogo de servicios
- Comunicación multicanal
- Configuration Management Database (CMDB)
- Creación de informes de incidentes
- Creación de informes en tiempo real
- Creación de informes/análisis
- Creación de marca personalizable
- Códigos de barras/RFID
- Enrutamiento automatizado
- Gestión de SLA (Service Level Agreement)
- Gestión de asignaciones
- Gestión de configuración
- Gestión de contratos o licencias
- Gestión de flujos de trabajo
- Gestión de incidentes
- Gestión de inventarios
- Gestión de la asistencia técnica
- Gestión de la base de conocimiento
- Gestión de problemas
- Gestión de proveedores
- Gestión de recursos informáticos
- Gestión de tareas
- Gestión de tickets
- Gestión de tickets de soporte
- Gestión de versiones
- Gestión del cambio
- Gestión del conocimiento
- Herramientas de colaboración
- Informes personalizables
- Integraciones de terceros
- Panel de comunicaciones
- Portal de autoservicio
- Registro de auditoría
- Registro de entrada y salida
- Seguimiento de actividades
- Seguimiento de activos
- Seguimiento de costes
- Seguimiento de la conformidad
- Seguimiento de ubicación
Alternativas a ManageEngine ServiceDesk Plus
Opinones de ManageEngine ServiceDesk Plus
ServiceDesk Plus ManageEngine
Comentarios: Its a great tool, I do really recommend it to every IT organization, it was a great experience to implement and get it full configured, it was a great challenge and learning experience. It's a must on every IT department if you want to improve your IT performance and have your IT department well organized at every single area.
Puntos a favor:
More than a Service Desk tool or ticketing system tool it is a System that follows the ITIL standards, allowing IT departments to be full organized on resolving issues, following them up, Identifying new problems, having their assets inventory updated and monitored, having additional tools to access them remotely and run TS steps, Having their projects well organized in a Gantt view and well documented, Licensing module and procurement its a plus on this system.
Its easy to implement, however it requires a previous knowledge of ITIL standards in order to set up the parameters and get it ready to work on your full organization. There is a complete guide to do so, however sometimes would be better to have a local support to help in the implementation process.
Comentarios: Overall I feel the Service is good, reliable and quick. The interface for the most part is great and clear. The system is easy to navigate through and also, very easy to set up if setting up for the first time..
Puntos a favor:
I have used this Cloud Based Servicedesk for some time now. I find that the interface is very nice to look at. Customization to the templates is very easy to manage and create. The permissions behind the system is also very easy to manage. We use it for Asset Management, Problem Management, Change Management, Service Tickets. Also, we have some users that use it for internal Project Management. The application owners also like the reporting side of this application. The ticket automation is also good in that we can get third-party systems to email the service desk and then automation can look at this email and then create a ticket based on a template designed for that service and then open it in the service desk without any end-user requirement. This saves on having to get a user to create the ticket. We us this automation a lot within our environment to save time on manual processes. There is also a Contracts part to this system which we also use to create a ticket when a certificate is required or if a IT Service Contact is due to be renewed very useful these days.
As the interface is very heavy on JAVA I find that sometimes the system will just throw a wobbly and then do a random refresh and in some cases, you end up losing a lot of text you had just put in. We have also had some issues with the Asset Management side of the system where we have just randomly lost some assets which have resulted in a call/ticket to ManageEngine. That said these have been sorted in a timely manner.
Basic Helpdesk Application
Comentarios: Our company has been using ManageEngine plus ServiceDesk for our IT Helpdesk support system for several years now. Although this application has been reliable and used widely by our IT support team, it is limited on features and functionality. The support for the application from ManageEngine has been somewhat limited as well. If you are looking for a very basic IT support system, then ManageEngine's ServiceDesk might be a good fit. The application is just limited on what it can do and its ability to scale to fit our needs.
Puntos a favor:
ServiceDesk Plus from ManageEngine is fairly easy to implement and provides the most basic needs of an IT support application.
ServiceDesk Plus from ManageEngine is very limited in features and functionality. It also has a fairly complex interface that is out of date. Our company has trouble tracking IT support tickets because of this limitation.
A very customizable ITSM tool
Comentarios: ServiceDesk Plus is a great ITSM software that help us offer and attend the end users' requests/incidents. We started using the Standard edition and now we use the Enterprise edition. You can increase the modules in time, is not mandatory to purchase the most complete edition at first.
Puntos a favor:
The interface is very friendly, you don't need to have so many knowledge about ITIL and ServiceDesk Plus will help you to improve your Help Desk service.
The ZIA bot that is bundled only works in english, there are so many customers that needs spanish support and ZIA doesn't support it.
A complete, easy to deploy and use, customizable service management solution
Comentarios: 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.
Puntos a favor:
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.
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).
Software encontrado en
- Software de gestión de incidentes
- Herramientas de seguimiento de problemas
- Software para servicios informáticos
- Software de gestión de activos informáticos
- Software de ITSM
- Software de help desk
- Software de service desk
- Software de base de conocimientos
- Software de seguimiento de activos
- Software de gestión del conocimiento