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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 (2nd), 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 (27th)
 

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

"Within less time than it used to take, we can automate a complete Apex task."
"It is easy to fix bug issues which you encounter in the post-production process."
"We have installed Automation Anywhere on AWS, Azure, and GCP, which works well."
"The ease of use is the most valuable feature. It's very easy to use, so to get started, you don't really need hardcore development skills."
"The return on investment we see from Automation Anywhere is significant; particularly, the FTE savings represent a big return."
"The organizations where we have implemented AA have seen tremendous benefits achieved in terms of time and cost-saving with the highest quality of deliverables."
"The most valuable feature of this solution is the automation of manual tasks, which save us time."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"ManageEngine provides additional modules that we can integrate in the future."
"Overall this is an easy and convenient solution to use."
"It is good, and it meets our needs."
"ManageEngine ServiceDesk Plus is definitely worth it; we have seen a return on our investment."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"It's very easy to customize the tool to your business needs."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"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."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"Their technical support has been very helpful and is very good."
"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."
 

Cons

"They could improve around continuous integration, e.g., Jenkins and GitHub, stating how you could use those products and integrating them into Automation Anywhere."
"It still uses old, deprecated Microsoft components that have an end date."
"The areas in which the product and service must be improved are in the government sector and ministries such as the Ministry of Education and Health."
"Their OCR is a bit expensive, meaning the IQ Bot."
"They do not include the basic functionality of column headers in Excel worksheets. This is missing, and we need it."
"I suggest increasing assistance from support personnel."
"Automation Anywhere can be improved by offering more integration with many more applications."
"Automation Anywhere Control Room should update to the newer versions with one click, including the newer features. There should be minimum effort required from the IT organization. The major resistance from any organization is from the IT organization because they have a lot of dependencies and will sometimes resist doing changes because they have other activities and applications to manage. Future versions should minimizing their work."
"I think asset management took a hit recently."
"The licensing model should be more flexible."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"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."
"Feature-wise, the reporting is not quite satisfactory."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"The tech support is terrible and that seems to be a part of their business plan."
"The product is very difficult to use and configure and requires specialists."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"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."
"The business model for the company is to sell low and charge for customization, education or expertise."
 

Pricing and Cost Advice

"Roughly, as of today, it is around $250,000 annually."
"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."
"They're very flexible around pricing and licensing."
"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"We have a three-year contract with Automation Anywhere."
"Automation Anywhere is expensive, making it suitable only for enterprise organizations."
"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."
"It is cheaper than its competitors."
"It is not an expensive solution."
"Pricing can always be improved and made more affordable."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"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."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
10%
Comms Service Provider
10%
Outsourcing Company
11%
Construction Company
9%
Manufacturing Company
8%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
14%
University
8%
Performing Arts
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise82
Large Enterprise558
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: September 2026.
912,930 professionals have used our research since 2012.