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Pricing and Cost Advice
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"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year.""The only issue for us is the pricing, which is quite high in comparison with the competition.""Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders.""For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.""We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."

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Top Answer: 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… more »
Top Answer: For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment… more »
Top Answer: Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for… more »
Ranking
18th
out of 32 in Remote Access
Views
1,349
Comparisons
1,232
Reviews
0
Average Words per Review
0
Rating
N/A
3rd
out of 56 in Help Desk Software
Views
5,718
Comparisons
4,293
Reviews
11
Average Words per Review
431
Rating
7.8
Popular Comparisons
Also Known As
DameWare, SolarWinds DameWare, SolarWinds Dameware Remote Support
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Overview
DameWare products are designed to put more hours into your day. In today's distributed, high-speed work environments, having the power to remotely support your key systems, servers, desktops, and laptops, as well as interactively support users, provides real-time savings and lets you get more things done. Manage it all without leaving your desk with DameWare. DameWare Remote Support is a comprehensive and secure on-premises remote desktop client that allows you to control remote users' computers from your desktop, Android, or iOS device, connect to unattended systems, as well as manage your Windows servers and Active Directory infrastructure. DameWare Mini Remote Control delivers fast, secure, simple remote desktop and laptop control. DameWare MRC includes all the features you need and want and is the best value in remote control software. DameWare Patch Manager is a complete patch management solution that allows you to patch both Microsoft and 3rd party applications from one easy-to-use console. With DameWare Patch Manager you can quickly and easily generate patches, deploy them and report on their success.

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

Offer
Learn more about Dameware Remote Support
Learn more about ManageEngine ServiceDesk Plus
Sample Customers
Illinois School District
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Top Industries
VISITORS READING REVIEWS
Comms Service Provider18%
Computer Software Company16%
Government15%
Manufacturing Company7%
REVIEWERS
Reseller22%
Government11%
Construction Company11%
Engineering Company6%
VISITORS READING REVIEWS
Comms Service Provider26%
Computer Software Company22%
Government7%
Financial Services Firm6%
Company Size
No Data Available
REVIEWERS
Small Business36%
Midsize Enterprise32%
Large Enterprise32%
Find out what your peers are saying about TeamViewer, Citrix, Microsoft and others in Remote Access. Updated: May 2021.
479,323 professionals have used our research since 2012.

Dameware Remote Support is ranked 18th in Remote Access while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 12 reviews. Dameware Remote Support is rated 0.0, while ManageEngine ServiceDesk Plus is rated 7.8. On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "A great ticketing solution that offers excellent reporting and responsive technical support". Dameware Remote Support is most compared with Microsoft Remote Desktop Services, TeamViewer, BeyondTrust Remote Support, SolarWinds Dameware Remove Everywhere and Splashtop Remote Support, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Desk, SCSM, SolarWinds Web Help Desk and Micro Focus Service Manager.

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