Cherwell Service Management [EOL] vs ManageEngine SupportCenter Plus comparison

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Ivanti and ManageEngine are both solutions in the Help Desk Software category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 66% of ManageEngine users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 11, 2026

Cherwell Service Management EOL and ManageEngine SupportCenter Plus are competing in the service management solutions category. ManageEngine holds an edge due to its comprehensive features and robust support, making it worth the investment despite a higher upfront cost.

Features: Cherwell Service Management EOL is recognized for its flexible pricing and custom workflows, significantly aiding in process automation. It provides value through strong customer support and streamlined deployment. ManageEngine offers robust reporting capabilities, integrated asset management, and extensive customization options catering to diverse ITSM needs.

Room for Improvement: Cherwell Service Management EOL requires simplification in integration, improvement in installation complexity, and enhanced asset tracking. ManageEngine could benefit from simpler modification processes, better scalability for larger enterprises, and reduced reliance on manual updates for certain tasks.

Ease of Deployment and Customer Service: ManageEngine's cloud-based deployment model allows for faster setup without extensive infrastructure, supplemented by excellent customer service that ensures seamless implementation. Cherwell, while offering a customizable setup, faces complexities in integration and requires a more hands-on installation process but is supported by strong customer service assistance.

Pricing and ROI: Cherwell Service Management EOL offers a flexible pricing structure, appealing to those seeking cost-effective solutions with efficient process automation promising swift ROI. ManageEngine, despite higher perceived costs, justifies pricing through its comprehensive features and robust support, indicating a more predictable long-term ROI and higher value due to its functionalities.

To learn more, read our detailed Help Desk Software Report (Updated: September 2026).

Buyer's Guide

Help Desk Software

September 2026

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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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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

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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

"We get positive feedback from the client regarding the processes that we have developed, as it saves a lot of their manual time and most of their work is done by the bot, without any human intervention."

"After using AA for some of the flows, we identified that the execution time was reduced by 70% when compared to the other automation tool that we have been using for 8 years."

"Automation Anywhere's error handling is its most valuable feature. It sends you an email when there's an error and helps you find the cause quickly. It walks you through exactly how you should handle it."

"The drag-and-drop feature is valuable."

"My organization has worked with multiple clients and helped them automate their repetitive and mundane processes, and these organizations have seen a drastic increase in employee productivity, reduced human errors, and better SLAs, all of which leads to customer satisfaction."

"Automation Anywhere is quite easy to use for users who are not technical, especially business users."

"With Automation Anywhere bots, we are able to cut down the manual efforts by 80% in generating Excel and Power BI reports, extracting and uploading files to various sites, and many other web-based administrative tasks."

"It saves time."

More Automation Anywhere pros

"We use the solution every day and quite extensively."

"All our activities are carried out in the one place."

"The dashboard is very useful to get a quick overview of current tasks."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The most valuable features are problem management and change management."

"The dashboard and the reporting functionality are the solution's most valuable features."

More Cherwell Service Management [EOL] pros

"When using it predominantly for a help desk solution, it seems like an absolutely fine product."

"The most valuable features are the ITIL compliance and billing."

"Their technical support has been very helpful and is very good."

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

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"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."

"We have found the reporting in this product to be very useful."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

Cons

"Though the courses in the certification's learning hub are great and awesome, there is some more space for adding more explained contents."

"Several competing products now offer superior functionality compared to Automation Anywhere's current capabilities."

"We have found that the passwords are not very stable in terms of their accuracy. We could only get 70 percent accuracy in these cases. Our clients require more accurate results. We are working toward this."

"When it comes to stability, complex bots always have issues."

"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."

"The assign value function is not there in the A2019 Community edition, which makes it hard for a developer to manipulate the data."

"The certification exam for AA is not as per the training videos, as the questions are more scenario-based, which makes it very hard for beginners to clear the exam after just tutorial knowledge."

"Also, the Master certification should be provided free of cost for partners."

More Automation Anywhere cons

"The support from the actual manufacturer is poor."

"Agile delivery should be supported."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"The solution could be more user-friendly."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"Access is only available if we're on VPN."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

More Cherwell Service Management [EOL] cons

"The product is very difficult to use and configure and requires specialists."

"There is no cloud-based version and it would be helpful if it were available."

"The tech support is terrible and that seems to be a part of their business plan."

"The business model for the company is to sell low and charge for customization, education or expertise."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"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."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"I would like to see some kind of project management or portfolio management in a future version."

Pricing and Cost Advice

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."

"This solution costs approximately $3,500 USD per license."

"Our annual licensing costs are about $500,000."

"When I started working on it, it was difficult to obtain a trial version (barrier to entry). Now, they have a Community Edition, which may make it easy to get started."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"The licensing fees depend on different criteria, including options and sizing."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

Construction Company

19%

Comms Service Provider

14%

University

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	560

No data available

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...

See all answers

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...

See all answers

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.

See all answers

Ask a question

Earn 20 points

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

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

See all answers

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...

See all answers

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

See all answers

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Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% of the time

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Compared 4% of the time

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Compared 12% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

Help Desk Software

September 2026

Download ManageEngine SupportCenter Plus product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

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

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

ManageEngine SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.

ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.

What are the most valued features?

ITIL Compliance: Ensures adherence to international standards.
Billing Capabilities: Tracks and manages financial aspects efficiently.
Mobile Apps: Facilitates remote management and monitoring.
Reporting: Generates useful insights and reports for strategic decisions.
Help Desk Functionality: Provides streamlined ticket management and support workflows.

What benefits and ROI should users look for?

Cost-Effectiveness: Balances functionality with affordability.
Customer-Focused Updates: Regular enhancements that cater to user needs.
Streamlined Operations: Simplifies issue tracking and resolution processes.
Comprehensive Reporting: Provides centralized insights for data-driven decisions.

In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.

ManageEngine

Sample Customers

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

Ausenco, Highlights for Children, B/E Aerospace

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: September 2026.

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