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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

"This RPA software has good scalability and stability, is easy to understand and easy to use, even for users who have no experience with automation software."
"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."
"Automation Anywhere is easy to use and user-friendly due to its intuitive interface and straightforward implementation architecture, making it accessible even for those without a technical background."
"I would rate this solution a ten out of ten."
"The general features, that we can automate a task that takes hours into minutes, are valuable."
"Automation Anywhere is the best among all other automation tools available in the market such as Power Automate and UiPath."
"Our workforce has limited capacity, and by adding this solution we can increase the amount of work coming in without adding to our workforce."
"Being able to connect with third-party tools is the best feature."
"The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues."
"It is user friendly, and made it easy to add roles, users, and groups."
"ManageEngine provides additional modules that we can integrate in the future."
"IT request management has improved over the years, and this product supports all process-related IT requests from users and operational management of the IT infrastructure."
"The GUI is very good."
"There's no problem with the software."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"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."
"The product is very scalable and stable when used as a help desk once it is built out."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"We have found the reporting in this product to be very useful."
"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."
"The most valuable features are the ITIL compliance and billing."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
 

Cons

"Queue management is still missing from the latest version which is a barrier to using the platform to start implementing complex cases where you have parent and child transactions going through multiple stages."
"Training is good and interactive but the final certification exam is very tough and it requires in-depth practical knowledge."
"There are a lot of things that need to be improved, especially related to the Control Room, but you can develop and scale with this tool very, very fast."
"Extracting customer addresses from Google that are not in a standard URL format is a challenge for Automation Anywhere."
"On the cognitive side, some of their competitors, when we were originally shopping, were a little more advanced in that space. Making use of probabilistic outcomes and presenting them to a business user is a feature that, at the time of our evaluation, did not feel like a strong, mature solution for Automation Anywhere. Nevertheless, they won our business. That is one feature where I feel they are trying to make investments to address those gaps."
"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."
"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."
"Automation Anywhere is a technical application. It is not so easy for a regular user. It requires technical knowledge."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"The product's asset management tool needs improvement."
"I would like to improve the task management module and analytics."
"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."
"Improvement is needed in the Software Assets Management functionality."
"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 room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"The business model for the company is to sell low and charge for customization, education or expertise."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"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 product is very difficult to use and configure and requires specialists."
 

Pricing and Cost Advice

"I've seen the price vary by whether the client is going to scale and adopt a tool."
"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"It's an ideal pricing model to customize the components based on everyone's needs."
"The pricing for Automation Anywhere is reasonable."
"It is the most economically friendly and it provides you with a lot of functions."
"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."
"It has good licensing costs which are average for the market."
"Pricing can always be improved and made more affordable."
"As compared to a lot of systems out there, it is more affordable."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"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 tool's price is okay and in line with other products, maybe even cheaper than some products."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"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
16%
Manufacturing Company
12%
Construction Company
11%
Outsourcing Company
6%
Construction Company
9%
Manufacturing Company
9%
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 Business157
Midsize Enterprise83
Large Enterprise551
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.
903,996 professionals have used our research since 2012.