We performed a comparison between ManageEngine ServiceDesk Plus, ServiceNow, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It's stable."
"The management of this application is good."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"This solution has provided a way to manage request tracking and resolution."
"It ensures the tracking of all costs for end-user issues."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"There are a lot of great templates that you can take advantage of."
"It can scale well if you are managing IT assets."
"We always get good support."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"The workflow makes things extremely efficient and it improves effectiveness."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"It is robust and very user-friendly."
"Good stable and scalable solution."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"I would say the overall flexibility of the product is its most valuable feature."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The solution can scale."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"We'd like to have more integration into other platforms."
"They could improve the screens."
"The service delivery could be improved."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The current MDM is very basic and should be expanded."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"The solution's user experience could be improved concerning its UI and portals."
"The contract module is quite rudimentary and doesn't support contract line items."
"One thing I don't care for is the reporting and the way it functions."
"The Express edition does not allow the option for scripting."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The ability to embed help information onto the screens."
"The interface can be a bit more intuitive."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"Currently, SysAid does not have a mobile application."
"There is a learning curve for the users."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"SysAid has fewer AI features compared to other tools."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
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