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Most Helpful Review
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Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager and other solutions. Updated: January 2021.
455,301 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The most valuable features are project management, change management, and the flow according to the mail chain.""The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.""This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption.""This solution has provided a way to manage request tracking and resolution.""When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""The most valuable feature is its ease of use.""The solution offers a lot of opportunities for integrations."

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"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""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."

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Cons
"They could improve the screens.""I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception.""When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved.""Improvement is needed in the Software Assets Management functionality.""We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform.""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.""The documentation could be improved.""The timing reporting module, and how it's used is a bit difficult to understand."

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"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc.""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."

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"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

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Top Answer:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
Ranking
3rd
out of 53 in Help Desk Software
Views
5,412
Comparisons
4,085
Reviews
13
Average Words per Review
434
Rating
7.7
21st
out of 53 in Help Desk Software
Views
2,078
Comparisons
1,367
Reviews
4
Average Words per Review
635
Rating
6.3
Popular Comparisons
Also Known As
HPE ITSM, HPE Service Manager
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ManageEngine
Micro Focus
Overview

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!

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

Offer
Learn more about ManageEngine ServiceDesk Plus
Learn more about Micro Focus Service Manager
Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associatesresultspositive, Globicon
Top Industries
REVIEWERS
Reseller25%
Government13%
Construction Company13%
Engineering Company6%
VISITORS READING REVIEWS
Comms Service Provider26%
Computer Software Company23%
Government6%
Financial Services Firm6%
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company39%
Comms Service Provider22%
Manufacturing Company7%
Government6%
Company Size
REVIEWERS
Small Business36%
Midsize Enterprise32%
Large Enterprise32%
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager and other solutions. Updated: January 2021.
455,301 professionals have used our research since 2012.

ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 12 reviews while Micro Focus Service Manager is ranked 21st in Help Desk Software with 4 reviews. ManageEngine ServiceDesk Plus is rated 7.8, while Micro Focus Service Manager is rated 6.2. The top reviewer of ManageEngine ServiceDesk Plus writes "Ticket auto-routing improves our efficiency, but this solution lacks custom reporting ". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". ManageEngine ServiceDesk Plus is most compared with JIRA Service Desk, ServiceNow, SCSM, SolarWinds Web Help Desk and BMC Helix ITSM, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, IBM Maximo and IBM SmartCloud Control Desk. See our ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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