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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
540,884 professionals have used our research since 2012.
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Pricing and Cost Advice
"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.""It is cheaper than the competitors.""As compared to a lot of systems out there, it is more affordable."

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Questions from the Community
Top Answer: Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also… more »
Top Answer: As compared to a lot of systems out there, it is more affordable.
Top Answer: 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… more »
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Ranking
3rd
out of 55 in Help Desk Software
Views
6,020
Comparisons
4,603
Reviews
11
Average Words per Review
440
Rating
8.0
30th
out of 55 in Help Desk Software
Views
1,346
Comparisons
1,154
Reviews
0
Average Words per Review
0
Rating
N/A
Comparisons
Also Known As
Summus IT Management Suite
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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!

Symphony SUMMIT is an enterprise class IT Operations Management platform which provides integrated, intelligent and innovative solutions across Service, Asset, Availability and Project Management. The ITIL 2011 certified solution, also featured by Gartner as a 'Cool Vendor' helps CIOs and service providers manage the cost and complexity of their IT Operations and increase competitive edge. Leveraging latest technology trends like Operational Intelligence, Analytics and Automation to deliver best-in-class solutions to global customers under a single platform, SUMMIT is an easy-to-use & deploy solution and is delivered as SaaS over Cloud or SaaS On-premises. The solution also provides tight integration across IT Operation functions delivering better efficiencies and higher ROI to CIO organizations. The SUMMIT Platform offers key differentiators to IT Operations Management including Operational Intelligence, Gamification, Runbook Automation, Application Control, Mobility Integration and Endpoint compliance monitoring and enforcement. Our Products: IT Service Management Software Asset Management Software Project Management Software Availability Management Software
Offer
Learn more about ManageEngine ServiceDesk Plus
Learn more about SummitAI IT Management Suite
Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Magma, Toyota, Evidera, Netik, KPMG, Innodata, ABB, DAIKIN, Toshiba, Emerson, Dell, Pansonic, DBS, PWC, EY, Hexaware Technologies, Deloitte, NEC, Birla Soft, Panasonic, Harman, SBI, Kotak Life Insurance, SREI, Marico, Perfetti, Manipal Hospitals, Maruti Suzuki, Royal Enfield, Toyota, CEAT, ABB, L&T, VIP, Knight Frank, Adithya Birla
Top Industries
REVIEWERS
Reseller20%
Government10%
Comms Service Provider10%
Computer Software Company10%
VISITORS READING REVIEWS
Computer Software Company25%
Comms Service Provider24%
Government7%
Financial Services Firm5%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider13%
Healthcare Company8%
Government8%
Company Size
REVIEWERS
Small Business40%
Midsize Enterprise30%
Large Enterprise30%
No Data Available
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
540,884 professionals have used our research since 2012.

ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 12 reviews while SummitAI IT Management Suite is ranked 30th in Help Desk Software. ManageEngine ServiceDesk Plus is rated 8.0, while SummitAI IT Management Suite is rated 0.0. The top reviewer of ManageEngine ServiceDesk Plus writes "Easy to configure SLAs and generate reports". On the other hand, ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, SolarWinds Web Help Desk and BMC Helix ITSM, whereas SummitAI IT Management Suite is most compared with ServiceNow, BMC Remedy Asset Management, BMC Helix ITSM, ITRS Geneos and Freshservice.

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

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.