Audyense
ManageEngine ServiceDesk Plus
Atención al Cliente · www.manageengine.com/products/service-desk/
Resumen
ServiceDesk Plus is an IT service management (ITSM) and IT asset management platform from ManageEngine, the enterprise IT management division of Zoho Corp. It combines ITIL-aligned incident, problem, change, and release management with a CMDB, service catalog, and self-service portal, available in both cloud and on-premise deployments.
El problema que resuelve ManageEngine ServiceDesk Plus
IT teams that need ITIL-aligned incident, problem, and change management alongside asset tracking often end up paying enterprise-ITSM prices for tools like ServiceNow, or stitching together a lightweight help desk with a separate asset-management product. ServiceDesk Plus bundles ticketing, a CMDB, and asset management into one platform at a lower per-technician price, in either cloud or on-premise form, though reviewers note it takes more upfront configuration to get right than simpler help desks.
Contexto para decidir
Usa estos puntos para comprobar si el producto encaja con tu operación, no solo con la lista de funciones.
- Precio de entrada publicado: Free. Confirma límites de usuarios, uso y funciones por plan.
- Despliegue: cloud, on_premise. Comprueba requisitos de seguridad, residencia de datos y acceso para todos los equipos que lo utilizarán.
- Integraciones verificadas: Slack, Microsoft Teams, Jira, Zapier, Zoho Flow, Microsoft Power Automate. Valida el sentido de sincronización y los límites del plan elegido.
- La ficha se comprobó por última vez el 30/7/2026; los precios y las funciones pueden cambiar.
Cómo evaluar ManageEngine ServiceDesk Plus
Una ficha ayuda a crear una lista corta; una prueba con el flujo real del equipo decide si la herramienta encaja. Usa esta lectura junto con los datos estructurados y confirma cualquier cambio con el proveedor.
Encaje de flujo
El registro la considera especialmente adecuada para IT teams that need ITIL-aligned ticketing bundled with asset management and a CMDB, Mid-market and enterprise organizations that want the option of either cloud or on-premise deployment, Organizations already using ManageEngine or Zoho products that want native integration (AD tools, endpoint management, analytics). Comprueba que ese contexto coincide con el volumen, los roles y los procesos que debe soportar tu equipo.
Preguntas del piloto
- ¿Puede ManageEngine ServiceDesk Plus completar el flujo crítico sin trabajo manual fuera de la herramienta?
- ¿Las conexiones registradas (Slack, Microsoft Teams, Jira, Zapier) cubren el sentido de sincronización, los permisos y el volumen que necesitamos?
- ¿Qué límites de usuarios, uso, almacenamiento, soporte o seguridad aparecen después del precio inicial?
Evidencia y vigencia
Esta ficha se comprobó el 30/7/2026. La fecha indica cuándo se revisó el registro, no una garantía de que el proveedor no haya cambiado sus condiciones después.
Ideal para
- IT teams that need ITIL-aligned ticketing bundled with asset management and a CMDB
- Mid-market and enterprise organizations that want the option of either cloud or on-premise deployment
- Organizations already using ManageEngine or Zoho products that want native integration (AD tools, endpoint management, analytics)
No encaja si
- Small teams that want a lightweight help desk with minimal setup and configuration
- Teams that prioritize a modern, minimal UI over deep configurability
Por qué está listada
- Bundles ITIL-aligned incident/problem/change management with asset management and CMDB at a lower per-technician price than many enterprise ITSM suites
- Rare flexibility to run the same product as cloud SaaS or fully on-premise
- Backed by an established vendor (Zoho/ManageEngine) with a broad compliance certification portfolio (ISO 27001, SOC 2, GDPR, HIPAA)
Precios
Free
FreeA genuinely free edition capped at 5 technicians with no limits on ticket volume or end users.
- Incident/ticket management for up to 5 technicians
- Unlimited tickets and end users
- Self-service portal
- Optional paid Annual Maintenance Service (AMS) support add-on
Standard
$13 per technician/monthCore IT help desk ticketing without asset management or formal change processes.
- Incident management
- Self-service portal and knowledge base
- SLA management and escalations
- Email-to-ticket conversion
Professional
$27 per technician/monthAdds IT asset management and CMDB on top of the Standard help desk feature set.
- Everything in Standard
- IT asset management and discovery
- CMDB
- Purchase and contract management
Enterprise
$67 per technician/monthFull ITIL suite adding change, release, and project management for larger IT organizations.
- Everything in Professional
- Change and release management
- Problem management
- Project management
- Service catalog
Funciones
Integraciones
Seguridad y cumplimiento
Pros y contras
Pros
- Highly customizable, ITIL-aligned workflows and automation for incident, problem, and change management
- Comprehensive asset management and CMDB bundled into the same product as the help desk
- Competitive pricing relative to enterprise ITSM suites like ServiceNow
- Native integration with other ManageEngine and Zoho products (Active Directory tools, Analytics Plus, endpoint management)
Contras
- Steep learning curve; extensive configuration options require significant setup time
- UI feels dated/heavy in large environments compared to newer competitors
- Portal can be slow on hosted (cloud) plans
- Mobile apps lack some functionality available in the desktop version
Qué muestra el registro
Reviewers on G2 and Capterra generally praise ServiceDesk Plus's customizable, ITIL-aligned workflows and asset-management depth at a competitive price, while a recurring minority flags a steep setup/learning curve and a dated interface.
Resumen y puntuación agregados de plataformas públicas de reseñas. Enlazamos a las reseñas originales en lugar de reproducirlas — lee la fuente antes de decidir.
Reseñas de usuarios
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