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.
"I rate the solution a ten out of ten for scalability."
"The most valuable feature is the ticketing system which is working well."
"There's no problem with the software."
"The management of this application is 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 software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The strength is its pricing. It is easy to use."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"ServiceNow was the first true enterprise to service management platform."
"The solution is stable, scalable and easy to use."
"It's easy to integrate. For instance, yesterday we closed the integration with SAP for the IP business management module to manage the forecast of projects. We created an interface between ServiceNow and SAP to control projects for accounting and on the forecast of the project. It was really easy. We don't have any problems with ServiceNow at the moment. As a company, they are improving constantly."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"It is user-friendly and simple to use."
"The biggest feature is that it is cloud-based, so it's always updated, it's always current. We don't have to worry about patches, revisions. We're always working with the latest version."
"There are many expansions available."
"Identifies better ways to license software or eliminate unused software to save money."
"The documentation could be improved."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"We'd like to have more integration into other platforms."
"I would like to improve the task management module and analytics."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"The self-service feature for end users and the knowledge base need to be improved."
"The solution’s user interface could be improved and given a better design."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"Very expensive."
"The solution's user experience could be improved concerning its UI and portals."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"Compared to other products that I have been using, it is not as user-friendly."
"The pricing of the solution could be better. It's a bit high."
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, SCSM and Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and Moveworks. 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.
