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Most Helpful Review
Use ManageEngine SupportCenter Plus? Share your opinion.
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. ServiceNow and other solutions. Updated: January 2021.
455,962 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 the ITIL compliance and billing.""We have found the reporting in this product to be very useful.""The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like.""The product is very scalable and stable when used as a help desk once it is built out."

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"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."

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Cons
"There is no cloud-based version and it would be helpful if it were available.""I would like to see some kind of project management or portfolio management in a future version.""They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""The product is very difficult to use and configure and requires specialists.""The business model for the company is to sell low and charge for customization, education or expertise.""The tech support is terrible and that seems to be a part of their business plan."

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"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."

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Pricing and Cost Advice
"The licensing fees depend on different criteria, including options and sizing.""ManageEngine products will always be the lowest cost in category as that is part of their business model."

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"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."

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Questions from the Community
Top Answer: We have found the reporting in this product to be very useful.
Top Answer: I would like to see some kind of project management or portfolio management in a future version.
Top Answer: We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management.
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
Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more »
Ranking
19th
out of 53 in Help Desk Software
Views
208
Comparisons
169
Reviews
4
Average Words per Review
634
Rating
7.8
1st
out of 53 in Help Desk Software
Views
55,659
Comparisons
32,935
Reviews
22
Average Words per Review
521
Rating
8.0
Popular Comparisons
Compared 12% of the time.
Compared 7% of the time.
Compared 6% of the time.
Compared 6% of the time.
Compared 5% of the time.
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ManageEngine
ServiceNow
Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

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)

Offer
Learn more about ManageEngine SupportCenter Plus
Learn more about ServiceNow
Sample Customers
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital SystemsAAA, 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    
Top Industries
No Data Available
REVIEWERS
Financial Services Firm16%
Healthcare Company14%
Manufacturing Company11%
Computer Software Company9%
VISITORS READING REVIEWS
Computer Software Company37%
Comms Service Provider13%
Government7%
Financial Services Firm5%
Company Size
No Data Available
REVIEWERS
Small Business19%
Midsize Enterprise12%
Large Enterprise69%
VISITORS READING REVIEWS
Small Business15%
Midsize Enterprise11%
Large Enterprise74%
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. ServiceNow and other solutions. Updated: January 2021.
455,962 professionals have used our research since 2012.

ManageEngine SupportCenter Plus is ranked 19th in Help Desk Software with 4 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. ManageEngine SupportCenter Plus is rated 7.8, while ServiceNow is rated 7.8. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". On the other hand, the top reviewer of ServiceNow writes "We are able to significantly leverage the widget concept in the Service Portal". ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Dameware Remote Support, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, JIRA Service Desk, Appian and PagerDuty. See our ManageEngine SupportCenter Plus vs. ServiceNow report.

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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.