ManageEngine ServiceDesk Plus vs. SysAid

ManageEngine ServiceDesk Plus is ranked 5th in Help Desk Software with 7 reviews vs SysAid which is ranked 20th in Help Desk Software with 1 review. The top reviewer of ManageEngine ServiceDesk Plus writes "Integrates ICT project management to our IT business". The top reviewer of SysAid writes "It improved our average response time to our customers, and I can customize according to my needs". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Desk and SCSM. SysAid is most compared with ServiceNow, JIRA Service Desk and ManageEngine ServiceDesk Plus.
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Most Helpful Review
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310,151 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
I ´╗┐am enjoying the report features, they are quite good.We not only handle tickets, but also requests from many departments. All are easy to manage.ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests.Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install.

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The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.

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Cons
I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation.For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates.The product needs to allow for implementation for other departments besides the IT help desk.

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There is a learning curve for the users.

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Pricing and Cost Advice
The prices are attractive. Customer can use a subscription if they do not have enough budget.

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The pricing of SysAid is less than its competitors.

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Ranking
5th
out of 43 in Help Desk Software
Views
8,788
Comparisons
3,796
Reviews
7
Followers
327
Avg. Rating
8.6
20th
out of 43 in Help Desk Software
Views
1,717
Comparisons
700
Reviews
1
Followers
196
Avg. Rating
8.0
Top Comparisons
Compared 21% of the time.
Compared 20% of the time.
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ManageEngine
SysAid
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!

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view.Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
Offer
Learn more about ManageEngine ServiceDesk Plus
Learn more about SysAid
Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology AssociatesLAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
Top Industries
VISITORS READING REVIEWS
Financial Services Firm26%
Manufacturing Company10%
Newspaper9%
Healthcare Company6%
No Data Available
Company Size
REVIEWERS
Small Business50%
Midsize Enterprise25%
Large Enterprise25%
VISITORS READING REVIEWS
Small Business41%
Midsize Enterprise27%
Large Enterprise32%
No Data Available
Find out what your peers are saying about ServiceNow, CA Technologies, BMC and others in Help Desk Software.
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