No more typing reviews! Try our Samantha, our new voice AI agent.

HaloITSM vs ManageEngine ServiceDesk Plus comparison

Why PeerSpot?
Sponsored
 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
668
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
HaloITSM
Average Rating
9.0
Reviews Sentiment
7.8
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (26th)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (5th), IT Service Management (ITSM) (6th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Ian MacFarlane - PeerSpot reviewer
Owner at Elifiatek
Codeless with no customization required and excellent pricing
We have just displaced a ServiceNow installation, which is a major win. We have become partners with Halo and reduced our partnerships with other enterprise ITSM providers. We've actually become partners with Halo, and we've got rid of our partnership with Ivanti ITSM. It's a real market changer, for sure.
Mostafiz Miah - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"We were able to replace a lot of the manual and data entry workload that our accounts payable clerks were doing, and the work that was done before by this original group can now be done by four people."
"I like Automation Anywhere's cloud-based nature. You don't need any on-prem infrastructure to host it."
"It's easy to use for business users. Everything is good. It's a nice product."
"When anybody talks about Robotic Process Automation, Automation Anywhere is the first thing that comes to my mind."
"Automation Anywhere offers a complete suite of development tools to empower developers for various enterprise automation needs."
"My clients have seen ROI, as what would take them two to three days in work is now taking them two to three hours."
"Automation Anywhere is a very good tool because it helps you along the process."
"It is very easy to use, very easy to learn. That is the main advantage of this tool. You don't need to have very specialized skills to learn it."
"The most valuable aspect is that is is codeless."
"The solution's initial setup process was quite straightforward... I rate the technical support a nine and a half out of ten."
"The product’s UI is very good."
"We have been able to track issues, get metrics of the technical staff."
"Its interface is most valuable; it is easy to use, and our customers find it amazing because of that."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The strength is its pricing. It is easy to use."
"I like the catalog features and workflow, and I also like the knowledge space."
"The edge we get from using ManageEngine is the price and scalability."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
 

Cons

"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."
"I would like more integration into the entire Microsoft Suite of products, not just Excel."
"One key feature for improvement I have been providing feedback on through the MVP program is enhancing natural language conversation to action. The Automation Anywhere product team is actively putting this feature into their roadmap, which I believe is crucial."
"It takes a lot of effort to build up the internal infrastructure/topics like Virtual Machine/Security/development-Governance/Usecase-Management."
"From a QA and development perspective, we would like to communicate with the tech support through email and have that put in the dashboard. This would let us better track the ticket and make it easier for us to communicate with Automation Anywhere."
"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."
"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."
"The scripting can be a bit difficult."
"The product does not have its own orchestration engine."
"The solution's integration part needs to improve...In the future release of the solution, I expect to see certain changes in the programming of the solution. A customer of the solution should be able to customize it as per their need."
"There are no improvements needed. There is very little that HALO has not already built that is not on its roadmap."
"The timing reporting module, and how it's used is a bit difficult to understand."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"As a partner, their technical support can respond better to the tickets."
"Its reporting could be improved."
"One downside to the solution is there are no native integrations between the systems."
"Request management is not clearly separated from incident management."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
 

Pricing and Cost Advice

"I think it's $5,500 per license."
"We have saved a lot of money on taxes based on the stuff that we run."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"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."
"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."
"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."
"If you are looking into Automation Anywhere, get the Community Edition and play with it."
"The product’s pricing is reasonable."
"The product’s pricing is competitive and less complicated."
"It's $69 per user per month. Only administrators need a license, and there is no limit to the number of endpoints."
"The solution's pricing model is good. Also, they still follow the old concurrent licensing method."
"The platform has good pricing."
"Pricing can always be improved and made more affordable."
"As compared to a lot of systems out there, it is more affordable."
"The price of the solution is low. However, it still could be less expensive."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"It is above average. But it is neither cheap nor expensive."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
920,929 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Government
12%
University
10%
Manufacturing Company
9%
Healthcare Company
8%
Outsourcing Company
12%
Construction Company
9%
Manufacturing Company
8%
Comms Service Provider
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise565
No data available
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
 

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.
Ask a question
Earn 20 points
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
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...
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
NetHelpDesk
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Innocent Drinks, SKY TV, Sports Direct, Suzuki, Siemens, NHS, Cardiff City Council, Atos, AO.com, Ambitious about Autism, SEPA, York University etc.
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about HaloITSM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: November 2026.
920,929 professionals have used our research since 2012.