We performed a comparison between ManageEngine ServiceDesk Plus and Spiceworks based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This solution has provided a way to manage request tracking and resolution."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"I am enjoying the report features, they are quite good."
"The management of this application is good."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"Overall this is an easy and convenient solution to use."
"The GUI is very good."
"The solution is easy to use and easy to manage."
"The solution is very stable. It's reliable and efficient."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The most valuable features are the inventory and personalization."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"The interface is not the best. The user interface could be more intuitive."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The solution, overall, is expensive."
"Offers very limited customizations."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"We'd like to have more integration into other platforms."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Sometimes, it can be difficult to integrate what you need."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"The GUI must be improved."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and Freshdesk, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and Nagios Core. See our ManageEngine ServiceDesk Plus vs. Spiceworks report.
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