We performed a comparison between ManageEngine SupportCenter Plus and ServiceNow 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."The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"Data in reports and dashboards are easily accessible."
"Good stable and scalable solution."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"Simplicity of Change Manager."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"The tech support is terrible and that seems to be a part of their business plan."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"There should be fewer clicks and faster integrations between solutions."
"There should be greater integration with other enterprise applications. We're using Microsoft, Oracle, and other applications, and it would be good to have a greater integration on some of the immediate hiccups that you have with these services. It doesn't mean that when we have a problem with using another application, ServiceNow should be able to fix it, but ServiceNow should be able to alert us to things. There should be a bit more automation or integration."
"The discovery of assets could be improved; right now they only allow for one domain."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ManageEngine SupportCenter Plus is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". 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 SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our ManageEngine SupportCenter Plus vs. ServiceNow report.
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