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.
"It's very easy to customize the tool to your business needs."
"The management of this application is good."
"It ensures the tracking of all costs for end-user issues."
"The GUI is very good."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The product scales up effortlessly and you can easily add users."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"We always get good support."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"I have found that sorting and grouping functions are particularly useful."
"The solution integrates well with other products."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"Improvement is needed in the Software Assets Management functionality."
"I think asset management took a hit recently."
"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 UI for the app needs improvement."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"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."
"I would like to improve the task management module and analytics."
"The solution’s pricing is expensive and could be improved."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"There is inherent complexity with this tool because of the number of things that it can do."
"The setup was time-consuming and required a lot of internal resources."
"Their cloud management is also not that great compared to other products."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while ServiceNow is ranked 1st in Help Desk Software 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, Zoho Desk, BMC Helix ITSM and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Remedy . See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software 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.