I'm looking for advice on service desk solutions for a financial institution with over 200 staff members, including a headquarters and several branches connected via WAN. My manager heard some IT managers recommend ManageEngine since it seems cheaper, but I also suggested Spiceworks as a potential option. However, he doesn't have the time to research extensively. What recommendations do you have regarding these options or any other alternatives based on your experiences?
5 Answers
When choosing a service desk solution, think about the long-term effects on your team's efficiency and user adoption. Solutions that are intuitive and offer automation can save a lot of time. Check out modern, cloud-based platforms. They're usually more user-friendly and improve workflows significantly. For example, Siit.io is known for its design and automation features, which could be a great fit for your team.
I use ManageEngine ServiceDesk at my place, and while their support can be hit or miss, I've found the customization options really helpful. Many say to steer clear, but it’s been solid for us. It really suits our needs despite some quirks in the app.
It really depends on your needs. If you're a smaller team with a tight budget, Spiceworks isn’t bad. But I had to use PowerBi to pull decent reports from it. If you already use ManageEngine for device management, it makes sense to use their help desk too since they integrate well and offer better reporting options.
Are you only looking for internal use? I've been the sole IT person for a company with around 100 employees, and the free version of Spiceworks works perfectly for me. Easy to manage and doesn't require a lot of admin time.
We have 200+ staff, so I guess I should consider scalability, huh?
Stay away from ManageEngine! I think there are way better options out there. It can be a pain for users and lacks some features that really matter. I'd love to hear why your manager is leaning towards it!
Wow, I'm curious too! I'll definitely ask him about that. I've used OTRS and Spiceworks, and those were manageable, but what makes ManageEngine less appealing?
Thanks for the insight on integration! That’s good to know, especially if we decide to go full ManageEngine.