ManageEngine ServiceDesk Plus

Basic Information

• Model/Version: ManageEngine ServiceDesk Plus is a continuously evolving platform. The latest stable versions are typically denoted by build numbers, with recent references to versions like 14920 and above addressing vulnerabilities.
• Release Date: As a continuously updated software, specific release dates apply to individual builds and major versions. The platform is actively developed and updated.
• Minimum Requirements: Requirements scale with usage. For less than 100 inbound requests/day, 16 GB RAM, 500 GB SSD, and a 4-8 core/1.7 GHz to 2.4 GHz processor are needed. For 100-1000 requests/day, 32 GB RAM, 2 TB SSD, and a 6-8 core/2.4 GHz to 3.0 GHz processor are recommended. For over 1000 requests/day, 32 GB RAM (or 64GB for MSSQL), 3 TB SSD (or 2TB for PostgreSQL), and a 10-20 core/3.0 GHz to 4.5 GHz processor are suggested.
• Supported Operating Systems: Windows Server (2025, 2022, 2019), Debian (12, 11), RHEL (9, 8, 7), Ubuntu (24.04 Pro, 22, 20), and Rocky Linux (9.5, 8.6). Azure VM (Windows 2019) with Azure SQL is also supported.
• Latest Stable Version: Users are consistently advised to upgrade to the latest versions (e.g., 11306 and above, or 14920 and above) to address security vulnerabilities.
• End of Support Date: Not explicitly stated as a single date, but support is continuous with regular updates and advisories for older vulnerable versions. Users are urged to update to the latest versions for continued support and security.
• End of Life Date: Not explicitly stated, as it is an actively developed product.
• License Type: Offers various license types including Standard, Professional, and Enterprise editions. Licensing can be subscription-based (e.g., 1-year subscription) or perpetual, often based on the number of technicians and managed nodes. Other license types mentioned include Single, Volume, Unlimited, OEM, Client Access License (CAL), Concurrent, Node Locked, and Named User License.
• Deployment Model: Available for both on-premises and cloud deployment.

Technical Requirements

• RAM: Scales with usage: 16 GB (up to 500 requests/day), 32 GB (501-5K requests/day), 32 GB (5K-10K requests/day with external database) or 64 GB (for MSSQL with above 500 requests/day).
• Processor: Scales with usage: 4-8 cores/1.7 GHz to 2.4 GHz (up to 500 requests/day), 6-8 cores/2.4 GHz to 3.0 GHz (501-5K requests/day), 16 cores/3.0 GHz to 4.5 GHz (5K-10K requests/day). Intel Xeon E Family or Scalable Gold/Platinum are examples of recommended processors.
• Storage: Scales with usage: 500 GB SSD (up to 500 requests/day), 2 TB SSD (501-5K requests/day), 2 TB SSD (5K-10K requests/day). More storage may be required for extensive request descriptions, conversations, and attachments.
• Display: Recommended screen resolution is 1366 x 768 pixels.
• Ports: Default web server port is 8080, which can be changed. Network ports for database communication (e.g., PostgreSQL default 65432) are also used.
• Operating System: Windows Server (2025, 2022, 2019), Debian (12, 11), RHEL (9, 8, 7), Ubuntu (24.04 Pro, 22, 20), Rocky Linux (9.5, 8.6). Non-GUI Windows machines (Server Core installation) are not supported.

Analysis of Technical Requirements

ManageEngine ServiceDesk Plus is designed for scalability, with hardware requirements directly proportional to the volume of inbound requests and the number of technicians. The system supports both Windows and Linux server environments, offering flexibility in deployment. The use of SSDs is recommended across all tiers for performance. The software integrates with external databases like PostgreSQL (default bundled) and MS SQL, allowing for robust data management. The requirement for Endpoint Central for asset scanning, particularly on Linux installations, indicates a dependency on other ManageEngine products for full functionality.

Support & Compatibility

• Latest Version: Continuous updates are released, with recent advisories urging upgrades to versions 11306 and above, or 14920 and above, for security and functionality.
• OS Support: Windows Server (2025, 2022, 2019), Debian (12, 11), RHEL (9, 8, 7), Ubuntu (24.04 Pro, 22, 20), Rocky Linux (9.5, 8.6).
• End of Support Date: No fixed end-of-support date is provided for the product as a whole due to continuous development. However, specific older versions are identified as vulnerable and users are strongly advised to upgrade.
• Localization: The product supports 37 languages and is used in 185 countries.
• Available Drivers: As a software solution, it does not typically require "drivers" in the traditional hardware sense. However, it supports integration with various databases (PostgreSQL, MSSQL) and other ManageEngine tools like Endpoint Central, which may involve specific configurations or agents.

Analysis of Overall Support & Compatibility Status

ManageEngine ServiceDesk Plus demonstrates strong compatibility with a wide range of modern server operating systems, including both Windows and various Linux distributions. The continuous release of updates and security advisories highlights an active support lifecycle, though it places the onus on users to keep their installations current. The global localization support makes it accessible to a diverse international user base. While direct "drivers" are not a concern, its reliance on specific database versions and integration with other ManageEngine products necessitates careful management of the broader IT ecosystem.

Security Status

• Security Features: AES-256 encryption for sensitive data, bcrypt for user passwords, client-side password encryption, SSL mode for client connections, HTTPS for data transmission, granular access control, audit trails, failover server support, periodic database backup, password-protected backup files, and secure data segmentation for Enterprise Service Management (ESM). It also includes features like account lockout thresholds, inactive session timeouts, password policies, antivirus scanning for file uploads (ICAP protocol), and a security meter to gauge configuration effectiveness. HIPAA compliance features are available for on-premise deployments, including marking and encrypting ePHI fields, anonymization, and secure export of sensitive data.
• Known Vulnerabilities: Several vulnerabilities have been identified and addressed, including authenticated Local File Inclusion (LFI) and Stored XSS in versions below 14920. Critical unauthenticated Remote Code Execution (RCE) vulnerabilities (CVE-2021-44077, CVE-2022-47966) affected versions 11305 and below, and 12002 and below, respectively. Other vulnerabilities include XML External Entity attacks, authenticated command injection, unauthenticated local file disclosure, path traversal, authentication bypass (with LDAP), and remote code execution due to Apache Santuario xmlsec.
• Blacklist Status: Not applicable in the traditional sense; however, specific vulnerable versions are widely publicized, urging immediate upgrades.
• Certifications: Achieved ITIL certification for 14 key ITSM practices from PeopleCert.
• Encryption Support: Supports AES-256 for sensitive data, bcrypt for passwords, and field-level encryption for user-defined fields using pgcrypto for PostgreSQL and master key/symmetric key/certificate for MSSQL. Data is encrypted in transit via HTTPS and SSL.
• Authentication Methods: Integrates with Microsoft Active Directory and LDAP-compliant directory services. Supports local authentication with bcrypt, enforced password resets, and Single Sign-On (SSO) including SAML 2.0.
• General Recommendations: Regularly update to the latest versions to mitigate known vulnerabilities. Enable and configure all available security settings, including password policies, account lockout, and antivirus scanning. Implement HTTPS and use genuine SSL certificates. Securely store encryption keys and backup files.

Analysis on the Overall Security Rating

ManageEngine ServiceDesk Plus incorporates a comprehensive suite of security features, including strong encryption standards (AES-256, bcrypt), robust authentication mechanisms (AD, LDAP, SSO), and granular access controls. It is designed with security in mind, from installation through usage, with data protection measures for both data in transit (HTTPS/SSL) and at rest (database encryption, field-level encryption). However, a history of critical vulnerabilities, particularly RCE and LFI, in older versions necessitates a proactive approach to patching and upgrades. The ITIL certification indicates adherence to best practices in service management, which includes security processes. Overall, the security rating is strong for actively maintained and properly configured installations, but neglecting updates can expose organizations to significant risks.

Performance & Benchmarks

• Benchmark Scores: Specific benchmark scores are not typically published for ITSM software. Performance is generally described in terms of scalability based on concurrent users and request volumes.
• Real-world Performance Metrics: The system is designed to handle varying loads, from less than 100 inbound requests/day to over 1000. Performance is directly tied to the allocated hardware resources (RAM, processor, storage). It offers features like workflow automation and efficient ticket management to boost productivity. Users report that the solution scales well for large organizations.
• Power Consumption: Not directly applicable to the software itself, but the underlying server hardware's power consumption will vary based on the system requirements and workload.
• Carbon Footprint: Not directly applicable to the software.
• Comparison with Similar Assets: ServiceDesk Plus is a comprehensive ITSM software offering integrated asset management, CMDB, and service desk features, often compared with other help desk software. It is noted for its ease of setup and use, strong analytics with over 400 ready-made reports, and integration capabilities within the ManageEngine ecosystem. Some users desire improved asset management for performance metrics and more flexible external software integration.

Analysis of the Overall Performance Status

ManageEngine ServiceDesk Plus is built for scalable performance, adapting to organizational needs from small to large enterprises. Its performance is highly dependent on the provisioned hardware, with clear guidelines provided for different levels of inbound requests and technician counts. The software's ability to streamline IT workflows, automate tasks, and provide extensive reporting contributes to operational efficiency and real-world performance gains for IT teams. While direct benchmark scores are not common, its architecture and resource scaling recommendations suggest a robust and performant solution when properly resourced.

User Reviews & Feedback

• Strengths: Users praise its comprehensive ITSM features, including helpdesk management, incident management, asset management, CMDB, and service catalog. It is valued for its ability to streamline workflows, automate tasks, and enhance service experiences. The platform's ease of setup and use, strong analytics with numerous reports, and integration within the ManageEngine ecosystem are frequently highlighted. Project management and workflow automation features are also appreciated for saving IT personnel time.
• Weaknesses: Some users report subpar support service and delayed responses from the support team. There are desires for improved asset management to include performance metrics. External software integration can be challenging, sometimes requiring coding due to inflexible APIs. Customization in ITIL functions is perceived as limited, and the UI/UX could be improved for easier configuration. The self-service feature and knowledge base are also areas identified for improvement.
• Recommended Use Cases: Primarily used for Helpdesk Management, Incident Management, Contract Management, Knowledge Management, and Change Management. It is also recommended for IT asset management, CMDB, project management, and enterprise service management for various departments like HR, facilities, and finance. The solution is suitable for organizations looking to implement ITIL best practices and manage IT effectively.

Summary

ManageEngine ServiceDesk Plus is a comprehensive, AI-driven unified service management platform that integrates ITSM essentials, IT asset management (ITAM), and a Configuration Management Database (CMDB) with Enterprise Service Management (ESM) capabilities. It is a scalable solution, available for both on-premises and cloud deployments, catering to a wide range of organizational sizes. The platform offers robust features for helpdesk management, incident, problem, change, and release management, alongside extensive reporting and analytics.

Strengths include its comprehensive feature set, scalability, strong internal integration with other ManageEngine products, and adherence to ITIL best practices, as evidenced by its ITIL certification. Security is a key focus, with advanced encryption (AES-256, bcrypt), multi-factor authentication options, and granular access controls. The system's ability to automate workflows and provide detailed insights through its analytics tools significantly enhances IT operational efficiency.

Weaknesses noted by users include occasional inconsistencies in support quality and responsiveness. While integration with other ManageEngine products is strong, external software integration can sometimes be complex. Areas for potential improvement also include asset performance monitoring and further enhancements to the user interface and self-service portal.

Recommendations: ManageEngine ServiceDesk Plus is highly recommended for organizations seeking a feature-rich, scalable, and ITIL-aligned ITSM solution. It is particularly well-suited for those already within the ManageEngine ecosystem or looking for a comprehensive platform that can manage both IT and non-IT services. To maximize its benefits, organizations should prioritize keeping the software updated to the latest versions to leverage security patches and new features. Investing in proper server infrastructure according to the recommended specifications is crucial for optimal performance and scalability.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.