We compared ManageEngine ServiceDesk Plus and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Based on the parameters we compared, ServiceNow is the preferred product. This is because users cannot agree on whether or not ManageEngine ServiceDesk’s service and support team is effective.
"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."
"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."
"The strength is its pricing. It is easy to use."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"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 platform's most beneficial features are incident management, change management, request management, and asset management."
"Overall this is an easy and convenient solution to use."
"Very easy to implement and to respond to my clients' needs."
"Straightforward tool."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."
"Very good incident management, chain management and problem management features."
"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."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"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."
"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."
"The self-service feature for end users and the knowledge base need to be improved."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"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."
"The Express edition does not allow the option for scripting."
"The utilization of AI in ServiceNow needs enhancement."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"When it comes to changing some of the features, I would like a little more leeway."
"Its stability and pricing need improvement."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"I would like to see a mobile version of ServiceNow."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Freshservice, Zoho Desk, BMC Helix ITSM and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Remedy . See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
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