Most Helpful Review
Researched ServiceNow but chose ManageEngine ServiceDesk Plus: Easy to operate solution despite the unfriendly user-interface
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ServiceNow and other solutions. Updated: January 2021.
454,950 professionals have used our research since 2012.
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
"I am enjoying the report features, they are quite good."
"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."
"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it."
"Easy to integrate with third-party applications."
"This solution is a single-storage for our user community to submit help desk tickets."
"The most valuable feature is that this is a Cloud solution."
"ServiceNow was the first true enterprise to service management platform."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"I have found that sorting and grouping functions are particularly useful."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"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."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"It's missing monitoring capabilities."
"I do not like the user interface."
"Transparency in the pricing model needs to be improved."
"Service mapping could be less complicated."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"There should be fewer clicks and faster integrations between solutions."
"Creating service catalog forms could be made easier."
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 $5,000 per year."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."
"The mandatory minimum is US$ 20,000 for licensing."
"The licenses are expensive."
"The setup cost is high compared to others, especially when the scope is not fixed."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"$230 per user."
"It is very expensive because it is a big organization. You have to pay for additional things."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
Questions from the Community
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Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive
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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.
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!
Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.(TM)
Learn more about ManageEngine ServiceDesk Plus
Learn more about ServiceNow
|Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates||AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow|
Comms Service Provider26%
Computer Software Company23%
Financial Services Firm6%
Financial Services Firm17%
Computer Software Company9%
Computer Software Company38%
Comms Service Provider13%
Financial Services Firm5%
ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 13 reviews while ServiceNow is ranked 1st in Help Desk Software with 23 reviews. ManageEngine ServiceDesk Plus is rated 7.6, while ServiceNow is rated 7.8. 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 ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". ManageEngine ServiceDesk Plus is most compared with JIRA Service Desk, SCSM, SolarWinds Web Help Desk, BMC Helix ITSM and Zoho Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and BMC Helix Discovery. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
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