We performed a comparison between Kayako, ManageEngine ServiceDesk Plus, 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."The most valuable feature of Kayako is its flexibility. We can do anything we want with it, which is nice."
"It's very easy to customize the tool to your business needs."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The GUI is very good."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"It's stable."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"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 product scales up effortlessly and you can easily add users."
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"Change management is most valuable."
"If you stick to the out-of-the-box solution, it's an easy setup."
"I like the ease of use."
"Everything about the schema, including the design of ServiceNow, is great."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"Some of the reporting in Kayako could be improved. It only has two levels of classification and if there were additional levels added for reporting purposes it would be awesome for our environment."
"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."
"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."
"Offers very limited customizations."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"I think asset management took a hit recently."
"The product needs to allow for implementation for other departments besides the IT help desk."
"Integration capabilities can improve."
"Making a mobile version would be helpful."
"Local solutions have lower costs."
"Their GUI could be updated."
"The product’s standard user experience is not the best."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"Licensing costs are very high."
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