Alemba Service Manager vs ManageEngine ServiceDesk Plus comparison

Alemba Service Manager vs. ManageEngine ServiceDesk Plus

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The Control Room for the bots and its ability to connect bots with APIs are the most valuable features."

"The scheduling feature allows for scheduling of the bots to a specific time every day, which helped remove the dependency on humans completely."

"The Automation Anywhere University is a good tool. It goes topic-by-topic with real-time examples."

"Other products are more low-code, whereas Automation Anywhere is no-code making it easier to learn and user-friendly."

"We have had a lot of success using Automation Anywhere products and we've actually built a few solutions that were done on the EY cloud, which are offered to clients as a managed service."

"It is also easy to design and implement, even for business users who don't have technical skills. A little bit of training is required, about five to seven days, and then they can start. The learning curve is low."

"It saves time for the people who operate it."

"We are using Automation Anywhere for our leave approval process. We used to have three FTEs on the day shift working on this process. Now, we only have one FTE working on the leave approval process. The bot supports everything else in the process. With this bot, we are saving the cost of two FTEs."

More Automation Anywhere pros

"From the time we started using vFire, we were able to ensure continuity tracking of Service Tickets (incident and request fulfillment-related)."

"Incident Management is the most valuable feature of the solution."

"The workflow is very good, as well as customizable."

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things, and cost-wise, we're quite happy."

"Incident Management is a good feature."

"Referring to its on-premises deployment, it is easy to use and easy to deploy."

"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."

"The GUI is very good."

"While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present."

"CMDB as a baseline, incident management, service request management, and license management are valuable features."

"The self-service portal enhances our company's user experience."

More ManageEngine ServiceDesk Plus pros

Cons

"The support and user community need improvement."

"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."

"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."

"Although the UI and elements are user-friendly, it is still difficult for business users without experience to understand how to use Automation Anywhere."

"Sometimes, the files are getting corrupted and this causes us a lot of trouble."

"We will be running error handling for 8,000 process and the system will fail."

"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly."

"When I compare Automation Anywhere with the competition, some of the competitors have ready-made, off-the-shelf modules. For example, UiPath integrates with Windows AD. That is missing as of now in Automation Anywhere. If that became available it would also be great."

More Automation Anywhere cons

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"The reporting needs to be improved."

"We had issues with the user interface, the way it was structured wasn't that user-friendly."

"The product should improve its ability to integrate with third-party tools."

"The self-service feature for end users and the knowledge base need to be improved."

"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."

"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."

"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."

"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."

"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."

"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."

"The service delivery could be improved."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."

"The licensing cost for Automation Anywhere is high."

"It's cheaper than other similar solutions."

"They recently launched a Community Edition, which is okay, but they should have done this a long time ago."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"Annually, we are paying almost one million reais."

"The cost is anywhere between $10,000 and $100,000."

More Automation Anywhere pricing and cost advice

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

"The product is much cheaper than ServiceNow."

"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."

"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."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"As compared to a lot of systems out there, it is more affordable."

"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."

"The licensing is around $10,000 per year."

"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."

"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Manufacturing Company

11%

Comms Service Provider

11%

Comms Service Provider

14%

Government

12%

Construction Company

10%

Outsourcing Company

12%

Construction Company

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	85
Large Enterprise	561

No data available

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

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Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

UiPath Platform vs Automation Anywhere

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

IT Service Management (ITSM)

Download Alemba Service Manager product report

ManageEngine ServiceDesk Plus

Download ManageEngine ServiceDesk Plus product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

vFire

No data available

Interactive Demo

Automation Anywhere

Alemba

Demo not available

ManageEngine

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Alemba Service Manager offers a sophisticated IT service management platform tailored to efficiently support IT processes, streamlining operations for organizations seeking enhanced performance and productivity.

With its comprehensive capabilities, Alemba Service Manager is suited for complex IT environments requiring customizable and scalable IT service management solutions. Its intuitive design facilitates efficient service delivery, offering a robust foundation for managing IT assets, services, and incidents seamlessly. Users appreciate its ability to adapt to dynamic IT needs, providing a reliable framework for continuous service improvement.

What key features define Alemba Service Manager?

Incident Management: Automates incident tracking to ensure quick resolution and improved response times.
Change Management: Helps control and manage the lifecycle of IT changes efficiently.
Problem Management: Identifies and resolves root causes to minimize business disruptions.
Service Catalog: Provides a user-friendly list of available services enhancing service request submissions.
Self-Service Portal: Empowers users with a platform to manage inquiries and requests independently.

What benefits should users look for in reviews?

Increased Efficiency: Streamlines IT operations reducing manual processes.
Cost Savings: Reduces costs through automation and effective resource management.
Improved Service Quality: Enhances service delivery and user satisfaction.
Scalability: Accommodates growing needs without compromising performance.
Customizability: Adapts to specific organizational requirements.

Alemba Service Manager is implemented across industries like finance, healthcare, and education, providing tailored IT service management solutions aligned with industry-specific regulations and challenges. Its flexible architecture supports integration with existing systems, ensuring seamless adaptability and maximizing the ROI for organizations striving for operational excellence.

Alemba

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Alemba Service Manager vs. ManageEngine ServiceDesk Plus