Hi Oliver,

Well, I learned that you are able to get 20% discount from a reseller if you find a good one. If you are good with negotiation, you are able to get 23%-25% discount compared to cca. 9%-10% directly from Manageengine.
Maybe ME would give you better discount based on your situation, it’s worth checking out.

I don’t know which version you are looking for and I don’t know what is your work flow.
You may get frustrated assigning incidents to technicians and you may get frustrated if you have to forward a lot of incidents. If you plan to use CMDB I suggest you better test it first. Also If you are part of a Country which is not USA and plan to use purchasing module be prepared for , and . problem. On the other hand If your needs are basic and you don’t require full blown service desk, they offer FREE edition which you can use as extensive trial for Help desk functionality.

And if price is the issue, you can achieve great results with SDP free + Spiceworks + free Idoit.

Having said that, I think that ME is still very good, for the price. It’s hard to find a comparable Servicedesk product for the same price with the same feature set. I am still searching for the perfect product. In the next month or so, I will do a review of 2 comparable products. Stay tuned.

Thanks for this thorough review. I am currently looking into ManageEngine as we want to replace our current tool.
It seems to do everything we want, but it looks expensive (I need 35 tech licences plus over 1000 assets).

Costs aside, are you still happy with it?