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 most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"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."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"Good stable and scalable solution."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Straightforward tool."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The business model for the company is to sell low and charge for customization, education or expertise."
"There is no cloud-based version and it would be helpful if it were available."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"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."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"In an upcoming release, there should be more administration tools."
"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."
"ServiceNow doesn't cater to the Middle Eastern market."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"System deployment and automation capabilities could be within the platform, similar to competitors."
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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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