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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
661
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

"IQ Bot is the most important feature and it has been extensively used by our clients."
"We have saved 60 to 70 percent on operations."
"The features of Automation Anywhere improve my company by making deployment and maintenance of our automations a smoother process overall."
"It has been really useful for traditional RPA, which remains our forte."
"We have seen more efficient processing and less number of errors due to quality control."
"Many tasks take a long time for a person to do them. Automation Anywhere enables us to do those jobs in less time."
"Now, with the help of Automation Anywhere Bot it's being handle automatically, and work that would take one week is now being completed within an hour."
"The most valuable feature is its easy to use."
"It's stable."
"It is good, and it meets our needs."
"I would very much recommend this solution; everybody can go for it, as it is a very easy tool for the technicians as well as for end users and is the best solution."
"The solution is user-friendly and has all the features we need; it is very effective in its operation."
"My advice to people thinking of implementing this product: It's a good product; we found good experiences and reviews about it on the internet, in terms of how easy it is to use and its quality."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present."
"SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations."
"The product is very scalable and stable when used as a help desk once it is built out."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"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."
"The most valuable features are the ITIL compliance and billing."
"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."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
 

Cons

"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."
"Also, the Master certification should be provided free of cost for partners."
"I'd love to see the ability to build web or mobile applications that are integrated with Automation Anywhere bots, so that a user can work on a web interface directly. Then, it can be linked to the Automation Anywhere bots in the background. They just hit a button, and all the data or information will be used by the bot to do some process in the back end."
"It is not easy to integrate APIs with Automation Anywhere without a good knowledge of APIs."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000."
"The basic features are acceptable, but advanced tools often require deeper technical expertise, which can slow adoption. Additionally, some users experience delays in customer support for complex issues."
"IQ Bot is pretty good, but we can only run a maximum 150 documents."
"Room for improvement is more on the IQ Bot side: How quickly we can adopt and deploy it?"
"One downside to the solution is there are no native integrations between the systems."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."
"We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The product needs to allow for implementation for other departments besides the IT help desk."
"I think asset management took a hit recently."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"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."
"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 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."
 

Pricing and Cost Advice

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."
"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."
"They have a ridiculously expensive bot licensing structure, especially for the Asian region."
"We have purchased licenses, but are trying to obtain more bot programmer licenses."
"Roughly, as of today, it is around $250,000 annually."
"I am not involved in the pricing, but based on what I hear from our central RPA team, it is not very expensive; it is also not cheap. Its price is in the midrange."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"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 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."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"It is cheaper than its competitors."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"As compared to a lot of systems out there, it is more affordable."
"It is not an expensive solution."
"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 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
11%
Outsourcing Company
9%
Construction Company
9%
Manufacturing Company
8%
Financial Services Firm
8%
Healthcare Company
7%
Construction Company
20%
Comms Service Provider
9%
Performing Arts
9%
Retailer
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business159
Midsize Enterprise81
Large Enterprise553
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.
904,973 professionals have used our research since 2012.