I have been administrating this product for a couple years now, and have been more involved on the server and billing side. The integration between the products I believe is both it's best, and weakest feature at the same time.
My original review was rather negative. Since then a higher-level agent, Charles reached out to me and our company. I have to say that while there have definitely been snags in the product here or there, it has been nice having a dedicated contact person. The integration between the products is great when it works, but it can be difficult to get all features to work together properly.
The real competition would be LANdesk, that I am aware of. LANdesk is nice, solid, and very easy to understand and work with. However LANdesk is also very expensive of a product by comparison. For organizations that are on a budget, or smaller organizations that are more budget-minded, ManageEngine products would be a strong choice.
We have the product for several reasons. We need an Inventory system. We are a relatively small organization and need a helpdesk system, and we do not have SCCM, so we need a software deployment method. We also have AD Manager to manage AD credentials, and will eventually roll out AD SelfService, and use the Project module. So I think we use most of ManageEngine's products. Service Desk Plus has gone through a major visual uplift, that isn't quite as colorful going for more muted tones. I think this is actually a plus as it causes a little less eyestrain and was a smart move.
The Asset management is okay, but I'd like to have more control in the organization of the objects. Desktop Central is quite handy if you do not have SCCM or LANdesk, it allows you to do a lot of things, like file pushes, application installs, upgrades, etc without having to have in-depth knowledge. I can't say that it always works, but it's considerably powerful and pretty reliable. It works very well with AD and deploying in a multitude of ways. Desktop Central integrates with Service Desk Plus, and can scan your machines, and place asset information into the listing. I've had some issues with full integration that we are currently working on - however it seems like it will work pretty well when we get it working. I think we're about halfway there.
In short - The support has improved, definitely. The product is moving towards the right direction in my opinion.
For the Helpdesk functionality, I am very satisfied with it. I think this is the best part of the program and I have relatively few issues with it. Some of the reporting could be a little better, I often have to fight errors in the system when I pull a lot of reports to pull different stats. The helpdesk itself though, I don't quite use it 100% as it's intended, but it works well and when you put the time in to set it up properly is very easy for the user to understand. Our users can create tickets easily with a minimum of clicks. It's up to you to architect the structure, but I could see how you could set this up in a variety of ways.
While I think there are some improvements to be made, I do believe that Manage Engine has become a truly viable option in it's field. For the features you receive, I have to say that the value for what you receive for what you pay is rather high - just set some time up to truly work with the system and understand it before you implement in production. While it's gotten much better, it's not always intuitive. With that being said, you can call manage engine support and ask even the most basic questions - I have had great success with learning the product with this method.