We compared ManageEngine ServiceDesk Plus and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Based on the parameters we compared, ServiceNow is the preferred product. This is because users cannot agree on whether or not ManageEngine ServiceDesk’s service and support team is effective.
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The GUI is very good."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"The most valuable feature is its ease of use."
"This solution has provided a way to manage request tracking and resolution."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"Everything about the schema, including the design of ServiceNow, is great."
"ServiceNow is very easy to set up."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The current MDM is very basic and should be expanded."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The documentation could be improved."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The interface can be a bit more intuitive."
"It's missing monitoring capabilities."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"The setup was time-consuming and required a lot of internal resources."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Freshservice, BMC Helix ITSM, Zoho Desk and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Helix Discovery. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.