We looked at other solutions, but we didn't find another system with the same features that is suitable for a small organization. ServiceDesk's price is fair, and the functionality is robust. 

Initially, we also used the solution for our service desk and managed users. There was some constraint on pricing and the solution didn't offer AI support, so we moved to Symphony Summit AI. Comparatively, both tools are now at the same level with little difference. 

Summit has to be installed on-premises or on Azure only. It is also very expensive, particularly for the AI part. You need a bunch of licenses on the asset and technician fronts. 

The solution can be installed anywhere including AWS or Google cloud. It is just a matter of spinning up a VM to have it installed. The solution keeps evolving and provides much more than what most SMB customers require. 

We looked at Freshdesk, ServiceNow, and Jira. It was a challenge to get product details and to find partners in Sri Lanka.

We are currently evaluating this solution. ServiceDesk Plus is one of the candidates. We are also evaluating Jira Service Desk and BMC. It seems that all these three vendors will be able to fulfill our requirements, and we will choose ServiceDesk Plus.

We looked at ServiceNow as an option but the cost would have been about 10 times more than we're paying for ServiceDesk Plus.

We did not evaluate other options. I used this very solution about ten years ago at another company and returned to it because I liked its functionality.

We're evaluating ManageEngine OpManager, ADSS, and 360.

When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets. Overall, everything is very easy.

I currently use Spiceworks for our solution and to monitor several other customer sites. This product is a little more robust in the inventory and topology of the assets. If you are looking for a good CMDB, I would choose this product over Spiceworks. However, I have not had a chance to work with the help desk modules of this product and cannot express any comparison to Spiceworks in that regard.

We evaluated other providers. We had a short list which included SysAid, and Freshservice. 

We evaluated Cherwell, CA Helpdesk, and Atlassian SD.

We evaluated HappyFox.

We evaluated Cherwell, CA Help Desk and Atlassian Service Desk.

We considered several solutions including Zendesk, Freshdesk, Freshservice, and ServiceNow. The main advantage we saw in this solution is the auto-routing feature, which was not common at this price point. The product was ranked among the top in the ranking list, and it was also one of the most stable ones when we selected it. Essentially, it had all of the features that we were looking for, which is why we chose it.

In general, it is important that the product quality is in line with the current trends in the industry, and cost-effectiveness is essential.

We compared this solution only based on our experience of using another change management system, the CA Service Desk Manager.

I was not involved with this part of the decision process.

Yes. We tried Atlassian JIRA.

We evaluated LANDESK, some internal developments, and Sharepoint features.