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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
664
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 (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
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

"Toward this life cycle, we have a very structured approach of governing, monitoring, and tracking, that's the approach we have taken. Insights we gain from this governance, we apply towards automation strategy and implementations. We've done this for many clients across the globe. We are happy to share those experiences with some of you as well."
"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."
"From an organizational perspective, it has improved how we work and determine, "Is there a better way to do things?" and, "How can we challenge the status quo?" This builds a continuous improvement mindset throughout our organization."
"The bottom line is that it is extremely simple and developer-friendly."
"We had some business users who created their first bot four weeks back, and they were thrilled; it was very easy for them because of the drag and drag, and they understood the process very well."
"It is a great solution."
"Automation Anywhere greatly improved our processing time since robots can execute process steps faster than human resources do."
"Automation Anywhere has provided the capability to automate repetitive tasks for the organization, which in turn has lead to a lot of cost-savings."
"ManageEngine ServiceDesk Plus has impacted my organization by standardizing the tribal knowledge, adding great value for our team for the efficiency of the team, and professionalizing the support experience."
"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."
"It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The most valuable feature is its ease of use."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"The product scales up effortlessly and you can easily add users."
"The tool is easily configurable and we can make any changes ourselves whenever we want."
"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."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"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."
"Their technical support has been very helpful and is very good."
"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."
"The most valuable features are the ITIL compliance and billing."
 

Cons

"The cost of this solution can be improved."
"As we expand our components of the Automation Anywhere platform that we utilize, we need better connections between them."
"Technical support needs to be much faster. I also had the project delivery. I had six clients whom I looked after. Whenever we got stuck, it was all about sprinting. There was a two or three week sprint. Within that, if you just wait for two to three days, it doesn't make sense. The support needs to implode, because I was just talking to a customer now who came directly and asked us, "Can you give us a dedicated support team?" It's feedback from our customer that support takes too long."
"Our tool is a bit slow, as it's a legacy tool. Automation Anywhere is having some issues when running back."
"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"If the deployment is not right, you get the frustration, not the automation."
"To achieve a perfect ten, I would want to see new features working as expected and further advancements in automation."
"New versions keep coming up. The challenge for us is to have the downtime to do the migrations."
"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."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The solution’s reporting could be improved."
"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"The product is very difficult to use and configure and requires specialists."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"There is no cloud-based version and it would be helpful if it were available."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The business model for the company is to sell low and charge for customization, education or expertise."
"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."
 

Pricing and Cost Advice

"The price of this product is good."
"Annual licensing costs would be about $100,000."
"Based on what I've heard, it's costly, but I don't know much about its pricing."
"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."
"Pricing is affordable and I would recommend beginning with the Starter Package."
"It's an ideal pricing model to customize the components based on everyone's needs."
"In terms of pricing, this is a good product."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"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."
"The platform has good pricing."
"It is cheaper than the competitors."
"The licensing is around $10,000 per year."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"It is cheaper than its competitors."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"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."
"The licensing fees depend on different criteria, including options and sizing."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
12%
Construction Company
10%
Outsourcing Company
10%
Construction Company
9%
Manufacturing Company
9%
Financial Services Firm
8%
Healthcare Company
7%
Construction Company
21%
Comms Service Provider
9%
Performing Arts
9%
University
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business159
Midsize Enterprise81
Large Enterprise554
By reviewers
Company SizeCount
Small Business33
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?
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...
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: June 2026.
906,887 professionals have used our research since 2012.