We performed a comparison between ManageEngine ServiceDesk Plus, OpenText Service Manager, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The GUI is very good."
"ManageEngine provides additional modules that we can integrate in the future."
"The most valuable feature is the ticketing system which is working well."
"The workflow automation is the most valuable feature of this solution."
"There's no problem with the software."
"It ensures the tracking of all costs for end-user issues."
"The management of this application is good."
"We can have all our requests and incidents registered in one system."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"It's pretty well-structured in modules."
"The solution is simple to set up."
"Service Manager gives us a single system where everything is centralized in one base."
"The initial setup is easy."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"Very good incident management, chain management and problem management features."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"Everything about the schema, including the design of ServiceNow, is great."
"I have found that sorting and grouping functions are particularly useful."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"There's no native integrations between the systems."
"Improvement is needed in the Software Assets Management functionality."
"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."
"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."
"The timing reporting module, and how it's used is a bit difficult to understand."
"The solution’s reporting could be improved."
"The solution does not have an automated approach to integration with other ManageEngine products."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The interface could be better."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"I don't see anything lacking."
"The biggest complaint I have is that the ServiceNow search engine is not very robust."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"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."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"It's a little expensive compared to other tools."
"An area for improvement would be the accessibility of downloaded and compressed files."
"There are Virtual Task Boards in the tool in the latest releases. There are many of them in the Scaled Agile Framework. There is some room there for improvement. It's really quite promising but, at the same time, it could be improved and I believe it will be improved soon."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
