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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
663
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

"I find Automation Anywhere (AA) to be really fast on the development side."
"Automation Anywhere consistently ranks at the top, matching our vision and strategy for implementing transformative solutions."
"The most valuable thing about using this product is that we are able to use the time that we spent doing manual processing for other progressive purposes."
"It is a good tool and one of the market leaders."
"Automation is very important if you want to grow your business to the next level because of the transparency, speed, and scalability for any organization."
"IQ Bot is very helpful as it is easy to learn and implement and the data output accuracy is almost 90%. Over time, the BOT learns from the validation which is an added advantage. Whatever I was thinking for version 11.3, it's being implemented in A2019. The incorporation of Python scripts is also implemented which will be easier for validations."
"The management works well."
"It has definitely helped automating a lot of processes, but it is very difficult to build resilient bots. It is very difficult to find skilled developers in the market, who actually build resilient bots with appropriate error handling. Maintaining the bots is another challenge as the applications keep changing."
"ServiceDesk Plus helps eliminate confusion of what hardware, software, and users are impacted during a DR or scheduled maintenance."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"This product is our helpdesk solution and we use it for call logging and management."
"ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"We have been able to track issues, get metrics of the technical staff."
"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."
"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."
"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."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
"We have found the reporting in this product to be very useful."
 

Cons

"While we have been developing over time, there have been issues with stability."
"IQ Bot is pretty good, but we can only run a maximum 150 documents."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000."
"I would like to have the ability to schedule bots by whichever one is available."
"The process discovery side needs improvement."
"AA sometimes poses compatibility problems with new web browser versions like Chrome."
"They are working on scalability, but I'm expecting them maybe a faster pace for the thing already in place. They need to improve the extraction and accuracy. It's a sort of a journey that we started with a few fears that may end up with a 100 or 200 fears. These are our expectations from IQ Bot. We are quite hopeful that a future release will solve this problem."
"AA has many features but the issue is with the loss of overhead on computing resources."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation."
"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"We'd like to have more integration into other platforms."
"The licensing model should be more flexible."
"I would like to improve the task management module and analytics."
"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 SupportCenter Plus could improve on workflow automation features."
"The tech support is terrible and that seems to be a part of their business plan."
"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."
"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."
 

Pricing and Cost Advice

"We have seen ROI in terms of cost and time with a couple of our projects."
"There may be room for the product to be more competitively priced to excel in the market."
"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."
"We are currently negotiating a contract. Depending upon that, we will definitely look at increasing usage."
"Because it reduced the time duration of our processes, our costs went down."
"The certifications are free of cost."
"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"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.""
"It is not an expensive solution."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"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."
"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."
"It is cheaper than the competitors."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"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.
906,960 professionals have used our research since 2012.