ITSM
ServiceDesk Plus
Full ITIL helpdesk: tickets, SLAs, CMDB, asset management. Cloud and on-premise implementations. We configure event categories, escalation rules and reports to match the client's processes.
ITOM
OpManager
Network and server monitoring: devices, interfaces, Linux/Windows servers. Alerts, dashboards, integration with ServiceDesk. Experience with implementations covering thousands of network devices (clients under NDA).
ITSEC
Endpoint Central
Endpoint management and protection: patch management, remote control, MDM, DLP. Mass deployments with automation.
IAM
AD360 / ADManager
Identity & Access Management: AD account management, onboarding/offboarding automation, self-service password reset, compliance reporting.
PAM
PAM360
Privileged Access Management: control over privileged access, session recording, password vault. Required for ISO 27001, NIS2 and KNF.
SIEM
Log360
Security Information & Event Management: log analysis, threat detection, compliance reporting. Integrates with AD360 and PAM360.
How we work
Implementation in four steps.
01
Discovery call
A 30-minute conversation about your current ticket handling flow - how many tickets per day, through which channel, average days to resolution. Based on that, we suggest Cloud or on-premise and the cost range.
02
Technical audit
Inventory of infrastructure, AD, assets and ITSM processes. On that basis we design the implementation architecture and prepare a quote.
03
Implementation and configuration
Installing the environment, importing users from AD, placing assets in the CMDB, dry runs of incident handling procedures. Data migration from the previous system (email, Excel) into SDP tickets.
04
Go-live and training
The first week after go-live we sit alongside you for the rollout - we support SDP administrators with configuration and with the first user incidents. Training for support and IT administrators.
Who it is for
ManageEngine makes sense for you if...
- Your IT department has 3 or more technicians handling tickets
- You log 100+ tickets per month through email or Excel without SLA tracking
- You want to replace Jira Service Management or Zendesk with a local, ITIL-aligned counterpart
- You are bound by ISO 27001, NIS2, KNF or DORA requirements and need access auditability
- You have 50+ servers, networks and workstations and want them mapped in one place (CMDB)
Implementation experience
ManageEngine implementations in large environments
Our team has experience with ManageEngine OpManager and ServiceDesk Plus implementations in organizations across the industrial, financial and public sectors - covering multiple locations and thousands of devices. All of these projects are covered by non-disclosure agreements, so we do not publish client names or detailed results. We share details in a direct conversation.
NDAClients under confidentiality
OpManagerInfrastructure monitoring
SDPServiceDesk on-premise
Jakub Roszkiewicz - technical architecture
CTO · ITOM & ITSEC Implementation · AD360 & PAM360 Certified
4+ years as Implementation Specialist at MWT Solutions S.A. - the exclusive ManageEngine distributor in Poland. Designs implementation architecture from audit through go-live.
Maciej Roszkiewicz - SDP configuration and support
ITSM Implementation Specialist · WEBCON Developer
ServiceDesk Plus implementation specialist - workflow configuration, category templates, SDP integrations with ERP and AD. Runs implementations from configuration through end-user training.
FAQ
The questions we hear
most often about ManageEngine.
SDP Cloud means a faster start and lower CAPEX - the platform is managed by the vendor, no in-house infrastructure required. On-premise gives full control over data, the ability to integrate with internal networks, and is required by many regulated organizations (banks, public institutions). For 100-500 user environments in the private sector, Cloud is often a good choice - provided the security policy and compliance requirements allow it. The decision depends on each company's specific situation.
Yes - ServiceDesk Plus is a full-featured ITSM with CMDB, asset management, SLAs, escalations, self-service portals and reporting aligned with ITIL v4. In classic ITSM (IT operations) SDP is stronger than Zendesk - the latter is better optimized for customer service with rich omnichannel features. If you are looking for a system to manage IT tickets, SDP is a direct alternative to Jira Service Management.
A standard SDP implementation (50-500 users, single location) takes 6-10 weeks from kickoff - depending on configuration complexity and data migration scope. Multi-site implementations or those with major ERP integrations - 10-16 weeks. The industry average can be longer; we shorten the time because we are not learning the product on your project.
Integration with AD/Entra ID is standard in every implementation - users, groups, automatic account deactivations. ERP integration (Comarch, SAP, Epicor and others) is possible through REST APIs or dedicated connectors built by Maciej. SDP tickets can be linked to assets, locations and departments from the ERP system.
In Poland, ManageEngine operates through its authorized distributor MWT Solutions (3Pro Gold Partner). Rotech Group, working within this partner network, runs implementations on its own - you talk directly to the team that actually deploys. This gives access to the vendor's technical resources, pre-sales support and advanced ManageEngine training.
Planning an implementation?
What a ManageEngine implementation looks like - step by step
A 3-4 week schedule for a typical company, response time benchmarks, what it costs and how to migrate data from Excel or Zendesk.
Questions about ManageEngine?
A 30-minute consultation - Jakub will analyze your Active Directory, infrastructure and current processes, give you a clear answer on Cloud vs on-premise and outline the scope of work.
Book an online consultation →