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ManageEngine ServiceDesk Plus Competitors and Alternatives

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SC
IT Support Engineer at a tech services company with 201-500 employees
Real User
Top 10
A product that is everything you need once it is developed but it is extremely difficult to work with

Pros and Cons

  • "The product is very scalable and stable when used as a help desk once it is built out."
  • "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."

What is our primary use case?

We use ManageEngine for our help desk. I believe ManageEngine has the ability to do mobile management, but it is underdeveloped in that area. There is no GUI. We were a bit interested in the potential to go down that path later on. It was cheaper than other solutions and we would already be using ManageEngine for the help desk. It did not end up panning out for use as a mobile management solution.   

Configuring the product is a lot of work and we spent a lot of money on training our own people to get it done. Sometimes we would even hire contractors to make it work the way we wanted. We ended up deciding to move away from using the product for mobile management and just went with the Microsoft solution.  

We use several different instances of SupportCenter Plus. We are taking steps to automate everything. We were very people-heavy in some of our business processes. Instead of email — which a lot of departments had been using in the past — we moved to ManageEngine to have a ticket system and so that everything is in one place. Before working with this solution, our poor admins had to go through months and months of emails trying to put together a sit-rep (situation-report) on a particular action item. Now they simply search for the ticket number and they are good to go.  

So the use case is as a ticketing system. The capabilities are there for using it as a device manager, but the dev and training/education for our own people to get it to be a true enterprise solution would have been exponential.  

What is most valuable?

So far, we have only really been using it for a help desk. There are some other things that it can be used for but at this point, we have not deployed additional functionality.  

What needs improvement?

The business model for ManageEngine is to rely on low cost as a means to lure customers. Their product does not cost as much as their competitors, but the reason being is they expect you to either pay them or pay somebody who's been educated in their classes to get the job done. It is cheap for a reason, and the reason is their business model. They are appealing to businesses that are bottom dollar businesses.  

The problem with that business model is that it can build unrest in the development department because the tech crew will not know how to use the tool. Then a boss will tell them to figure it out. It all happens because it is cheap rather than because it solves a problem. Ultimately you are going to either pay more money for a good product in the end or you are going to have people getting frustrated and leaving the company because they could not get the work done. ManageEngine, in my experience, fosters that type of environment. It doesn't have an "easy button," a graphic user interface, ease-of-use, and ease-of-dev —the product does not have any of that. You get locked into finding an SME (Subject Matter Expert) to develop it out for you. One way or another you end up paying more and taking longer to get it done.  

Our head sysadmin guy was the one that really got into the product first. His feedback was that there was no GUI and everything was pretty much done on the command line. The support stunk because they either did not give you the information you needed or they just did not bother to answer. He had a hard time with it.  

What I think ManageEngine really needs to add to make the package more valuable are free, automated classes. They will not do it because of the business model. But if they would make it easier to access the training, I think you would see a lot more use of their products.  

For how long have I used the solution?

At the company, our main system admin brought ManageEngine SupportCenter Plus into the company at the end of 2019. I do not know the exact date because I was not part of bringing in the solution or developing it. I am just using it. We expanded use to other departments after development reached a certain point. We have only been using it for nine months, tops.  

What do I think about the stability of the solution?

When using it predominantly for a help desk solution, it seems like an absolutely fine product. We really put it to the test. In eight months, we probably have processed 80,000 tickets. We are killing it with volume. We use it for everything where we require a help desk solution. We have separate instances for a few different things. The IT ops instance spans several departments. So we have IT ops interaction as well as support for end-users. One thing we do not have is an issue with stability.  

What do I think about the scalability of the solution?

Really, I think that the thing could be scaled forever and ever. That is one of the beauties of the product. But again, you are limited by the level of education your SME has in developing the solution or the amount of time the person you assigned to take care of it has to build it out for you.  

How are customer service and technical support?

Rating the technical support on a scale of one through ten where ten is the best, I would have to give it less than five. The head sysadmin guy had nothing nice to say about the technical support team and made it clear that he thought it was a very, very poor service.  Honestly, I would go as far as to rate it a one or two maybe. Two is probably the right rating because rating it as one would mean tech support just does not even make an effort to interact with you. It is a step above that.   

What's my experience with pricing, setup cost, and licensing?

ManageEngine is always going to be the lowest priced product in the categories they compete in. That is their business model. You are never going to find what they can do for you for cheaper because their business model is to price low. That is their whole shtick.  

Which other solutions did I evaluate?

The reason why the mobile management component of ManageEngine is so cheap compared to its competitors is that you kind of need to have an expert on staff or pay ManageEngine to do it for you. That is where they make up their money. In the end, we are now kind of a mixed bag of different assets because ManageEngine was difficult to work with. Instead of feeling it out, our company has been expanding Microsoft 365 usage since COVID hit. Going toward 365 was one of those "easy button" solutions. It is a little bit extra money, but it gives us everything we need and we know it is enterprise-ready. That coupled with Microsoft's compliance center, or their blueprint center, basically everything is done for you. You just need somebody to walk through the steps depending on the direction you want to go. The Microsoft API has worked with everything. They make it easy for you and we love it.  

There is reporting built-in with the compliance center, too. Everything is automated. You just need somebody to develop it once and it just goes out to the right people. It is fantastic. I have been using Microsoft 365 for years before I was in this position. When you are dealing with small businesses, your job is to pretty much work yourself out of business via automation. That is what I did with Microsoft 365. In all the small businesses I serviced, I ended up putting in the Office 365 solution. Then we went from on-prem stuff to where we did not need it anymore and got everything on the cloud. Microsoft does everything for us.  

So we evaluated the advantages of ManageEngine and Microsoft for device management and made the decision that made the most sense for us to get up and running without a lot of trouble. We still use ManageEngine, we just do not see the point of using it for everything it is capable of.   

What other advice do I have?

On a scale from one to ten where one is the worst and ten is the best, I would rate ManageEngine on the whole as a seven. You can not really beat the price. Once it is developed, it is reliable and it is scalable. It is everything you need it to be once it is developed. You have just got to develop it correctly and it is not easy to do.  

The advice that I would give to others looking into developing ManageEngine for themselves is either to educate yourself before you initiate taking on the solution or give yourself plenty of leeway time if you have to promise deadlines. In our experience, there were lots of surprises, and that is a part of the development you can depend on.  

Disclosure: I am a real user, and this review is based on my own experience and opinions.
Anil  Rao
Vice President Delivery & Operations at Rezilyens
Real User
Top 5
Reasonable pricing and simple installation, but support is neither knowledgeable nor responsive

Pros and Cons

  • "It is easy to use."
  • "We would like to see automation included in the next release. We would like to eliminate the L1, and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning)."

What is our primary use case?

I am a consultant, and we are implementors. 

SolarWinds Web Help Desk is used mostly for monitoring purposes.

What is most valuable?

They use Power BI for the reporting.

It is easy to use.

What needs improvement?

They can build on providing product knowledge to the sales teams. They are not familiar with all of the product capabilities, or the comparison between similar products.

I don't feel that we receive an adequate amount of help or cooperation from technical support.

We would like to see automation included in the next release. We would like to eliminate the L1 and L2 support, by at least 80%. To do this, we need automation with AI (Artificial Intelligence) in combination with ML (Machine Learning).

As an example, consider that we are monitoring a storage system, particular server storage, that is going to breach its threshold very soon. Based on the learning of the day-to-day running, or day-to-day transactions, it should be able to understand that there is a number of GBs occupying spaces every day and a number of GBs left over, and within another 10 days or 15 days, it will breach the threshold. 

I should be notified on whether there is a place for me in the storage and some other LUN where I can provide the storage for it. Otherwise, I have to order another storage system. 

This is the kind of automation we are looking at.

What do I think about the stability of the solution?

SolarWinds is a stable solution.

How are customer service and support?

I found that the technical support from SolarWinds was not really very good. Technical support is a bit difficult.

The technical support of ServiceNow and ManageEngine is good and they were professional.

The sales team does not have a feature-by-feature comparison with other products or their competitors.

We had an issue where the alerts were not being diverted through the email. We had a difficult time trying to resolve this issue. We raised a ticket and after almost two weeks, we found a solution for the issue. SolarWinds did not assist us in this issue.

This left a black mark or a gray area with the technical support. The technical team is not competent, or available, and they do not know the product. It was frustrating and surprising for us. We were under the impression that the technical team would be trained, experienced, and have knowledge of the product.

How would you rate customer service and support?

Negative

Which solution did I use previously and why did I switch?

I have also worked with ManageEngine, as well as Nagios. We primarily use Nagios for monitoring, whereas ManageEngine is used as a ServiceDesk tool, and ServiceNow is used for both a monitoring tool as well as a ServiceDesk tool.

ServiceNow has a large number of features that make it difficult to install and use.

How was the initial setup?

We have completed several migrations, including those from Remedy to ServiceNow, ServiceNow to ManageEngine, and Micro Focus to Manage Engine.

The initial setup of ServiceNow is complex. You can't just install it and start using it. You need some training.

SolarWinds and Manage Engine are pretty straightforward.

A person who is not in IT, but has some good ITSM knowledge will be able to configure it directly on SolarWinds, and Manage Engine.

What's my experience with pricing, setup cost, and licensing?

When you compare with ManageEngine and ServiceNow, SolarWinds is reasonable.

The licensing fees are fine.

Which other solutions did I evaluate?

We were requested to compare SolarWinds, ManageEngine, and ServiceNow to see which one we should recommend to them.

We are evaluating license, cost, simplicity of use, and whether the software is implemented in the cloud or on-premises.

The three are similar. There are no differences other than reporting.

What other advice do I have?

I have worked with and configured SolarWinds, but I am not yet acquainted with all of its features. I haven't looked into all of them.

Overall, I would rate SolarWinds Web Help Desk a six out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Adnan Naseem
Jr Software Consultant at a tech services company with 201-500 employees
Consultant
Top 5
Good knowledge base and ticketing system but technical support needs improvement

Pros and Cons

  • "The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips."
  • "The solution's technical support is in need of a lot of improvement."

What is our primary use case?

We primarily use the product for our banking solution. I use it as a way for customers to open their tickets and resolve problems that are related to their banking, both internal and external.

What is most valuable?

The knowledge base is the solution's most valuable aspect. All of the knowledge we need is right at our fingertips.

The solution offers the best ticketing incident regiment as well.

What needs improvement?

The solution's technical support is in need of a lot of improvement.

The pricing of the solution is quite high. It would be ideal if they could adjust it to make it more affordable. The fees on our management engine, in particular, are high.

The solution needs to have more documentation.

For how long have I used the solution?

I've only been using the solution for about five months.

What do I think about the stability of the solution?

Although the solution is still quite new for me, I have noticed that it contains a few glitches and bugs, so I wouldn't say it is 100% stable.

What do I think about the scalability of the solution?

I've found the solution to be scalable. I don't think an organization would have trouble scaling.

There are two or three other people using the solution in my organization, so there are three companies that currently use Remedyforce.

How are customer service and technical support?

We've dealt with technical support in the past and have not been satisfied with the level of service that was provided to us.

How was the initial setup?

The initial setup isn't straightforward or complex. It's quite ordinary. it's what you would expect.

I can't recall how long it took to install the solution or deploy it. I believe it took a couple of weeks. We spent a lot of time with some on-premises work.

What about the implementation team?

We used a supporting consultant that helped us implement the solution at our organization.

What's my experience with pricing, setup cost, and licensing?

The solution is costly. I'm not sure of the exact costs, however. I'm sure that the solution is more expensive than competitors such as ManageEngine.

Which other solutions did I evaluate?

I'm unsure if we evaluated another solution before choosing this one.

What other advice do I have?

I'd warn others that when it comes to implementing Remedyforce, they should be aware there may be fees involved.

I'd rate the solution seven out of ten. If they had better documentation and better technical support, I would rate them higher.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Basem Ismail
Associate Solutions Architect at a tech services company with 51-200 employees
Real User
Top 10
A stable ticketing system but it is difficult to deploy and the interface needs to be improved

Pros and Cons

  • "The most requested feature from our customers is the helpdesk ticketing system."
  • "The user interface needs to be improved."

What is our primary use case?

There are several common use cases for SCSM including HR onboarding, helpdesk ticketing, and collecting surveys from customers.

What is most valuable?

The most requested feature from our customers is the helpdesk ticketing system.

What needs improvement?

There is some difficulty when it comes to deploying this solution.

The user interface needs to be improved.

One of our customers has complained to say that the workflow needs to be more customizable.

For how long have I used the solution?

We have been working with SCSM for about one year.

What do I think about the stability of the solution?

I am not aware of any issues related to stability.

What do I think about the scalability of the solution?

Our customers have not commented on scalability.

How are customer service and technical support?

I do not have contact with Microsoft technical support. Our team handles the technical support for our customers.

Which solution did I use previously and why did I switch?

We also have experience with Ivanti and it is the clear winner if we compare these two. It does not have the same difficulties with deployment and the user interface is better.

How was the initial setup?

This solution has been difficult to deploy in some cases. The length of time required depends on the customer's requirements and needs. If there are a lot of customized workflows then it is going to take longer.

I would say that the average time to deploy is about two weeks.

What other advice do I have?

Some of our customers prefer an on-premises solution but the majority are deployed in a hybrid environment using Azure cloud.

This is a solution that I would recommend for people who need only the basic features and do not require much customization. Otherwise, I would suggest a solution like Ivanti or ManageEngine.

This solution is good for some customers but other solutions are better for different reasons.

I would rate this solution a five out of ten.

Which deployment model are you using for this solution?

Hybrid Cloud

If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Get our free report covering ServiceNow, Atlassian, Zoho, and other competitors of ManageEngine ServiceDesk Plus. Updated: November 2021.
552,305 professionals have used our research since 2012.