ManageEngine ServiceDesk Plus

Pros: ManageEngine ServiceDesk Plus is a solid and practical ITSM tool for daily IT operations, especially for small to mid-size IT and NOC teams. It handles incident, request, change, and asset management well, and SLA tracking and escalations are useful for real production environments. Integration with other ManageEngine tools is a big plus if you are already using their ecosystem. The tool is reliable, but the UI feels a bit old, reporting and customization can be time-consuming, and performance can slow down with large data. Support quality can be hit or miss. Overall, it’s a good, cost-effective option for teams that want full ITIL features without paying enterprise-level pricing.

Cons: While ManageEngine ServiceDesk Plus is a capable ITSM tool, the user interface feels dated and not as intuitive as some modern competitors. Initial setup, customization, and workflow configuration can be complex and require significant time and ITSM knowledge. Reporting and dashboard customization are limited unless advanced configurations are done, and performance can slow down as the ticket and asset database grows. Additionally, technical support quality can be inconsistent, which can be frustrating during critical production issues.

Overall: Overall, ManageEngine ServiceDesk Plus is a dependable and cost-effective ITSM solution for small to mid-size organizations that need full ITIL functionality without the high cost of enterprise platforms. It is well-suited for day-to-day IT, NOC, and infrastructure operations, especially for teams already using other ManageEngine products. While it may not have the most modern interface and requires effort to customize and optimize, it delivers solid core features, reliable SLA management, and good integration, making it a practical choice rather than a flashy one.