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ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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
6.9
Number of Reviews
635
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
70
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (26th)
 

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.
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.
reviewer2650164 - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Automation Anywhere performs efficiently."
"Anywhere contributed to increased efficiency, reduced manual efforts, and notable time savings across various processes."
"The graphical user interface (GUI) is very useful, since I don't know any coding languages. I have been able to be a developer with Automation Anywhere without knowing the technical background. I am a business user, and not needing the technical knowledge to use the system has been useful for me."
"It lets users add value with their time other than focusing on downloading Excel files, consolidating, and drawing up formulas. Since everything is structured, these easily are incorporated into the bot's work."
"Automation Anywhere has brought fantastic changes in the process workflows, by automating the maximum number of processes with end-to-end solutions, some of them with 80% of the complete process."
"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."
"It has improved the efficiency and reliability of the data in the systems."
"It an easy, simple, and user-friendly tool that can be accessed through the mobile application as well."
"ManageEngine ServiceDesk Plus is definitely worth it; we have seen a return on our investment."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The solution is user-friendly and has all the features we need; it is very effective in its operation."
"It's stable."
"It's very easy to customize the tool to your business needs."
"While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present."
"The solution overall has been quite stable."
"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."
"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."
"Their technical support has been very helpful and is very good."
"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."
"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."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"The product is very scalable and stable when used as a help desk once it is built out."
 

Cons

"It takes a lot of time to deploy, and sometimes it fails after a timeout."
"If the deployment is not right, you get the frustration, not the automation."
"I don't find a lot outside of the internal community forum."
"It is frustrating at times to experience this instability, but we do find a solution and we are working on it to be better."
"In the debugging mode, it writes all the logs to text files, but it doesn't ever clean them up."
"I am currently on 11.3.4.2 and the analytics feature of AA, Bot Insights, needs improvement. It is not easy to implement. It is not intuitive for the developer as you have to mark variables for analytics."
"20 percent of the bots need to supervised because sometimes errors occur during the run. Most of the errors that I have encountered have been because the object cloning did not capture the buttons properly."
"There is room for improvement when this application is used in a Citrix-based environment."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."
"Lacks some flexibility in the configuration of workflows."
"The solution does not have an automated approach to integration with other ManageEngine products and third-party products."
"They could improve the screens."
"There could be some improvement regarding integration with other platforms like Sharepoint."
"Feature-wise, the reporting is not quite satisfactory."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"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."
"There is no cloud-based version and it would be helpful if it were available."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The tech support is terrible and that seems to be a part of their business plan."
"I would like to see some kind of project management or portfolio management in a future version."
 

Pricing and Cost Advice

"If I compare it with Blue Prism, Automation Anywhere is cheaper. Blue Prism is very costly. Automation Anywhere's pricing follows the market, not less and not more."
"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."
"Automation Anywhere University is pretty good. They make it available free for everyone."
"Annual licensing costs would be about $100,000."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."
"We have seen about a 10 percent monetary savings."
"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"The price is much better than other products so pricing is rated an eight out of ten."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"Cost-wise, we're quite happy."
"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 price of the solution is low. However, it still could be less expensive."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"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
Financial Services Firm
17%
Manufacturing Company
10%
Construction Company
9%
Computer Software Company
8%
Manufacturing Company
9%
Computer Software Company
7%
Financial Services Firm
7%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
12%
University
10%
Performing Arts
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise534
By reviewers
Company SizeCount
Small Business32
Midsize Enterprise24
Large Enterprise20
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...
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?
Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...
What needs improvement with ManageEngine ServiceDesk Plus?
Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...
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.
What needs improvement with ManageEngine SupportCenter Plus?
ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...
What is your primary use case for ManageEngine SupportCenter Plus?
We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.
 

Also Known As

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

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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 ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus and other solutions. Updated: April 2026.
896,942 professionals have used our research since 2012.