ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus

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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

Featured Reviews

Venkat Sivaprakash

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.

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Mostafiz Miah

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.

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reviewer2650164

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.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The valuable features that I see for automation with enterprise RPA are IQ Bot and Bot Insights. If you do anything, Bot Insight will provide the dashboard. It starts from the developer with artificial intelligence and the dashboard, which will provide the visibility of business-level metrics as well as operational-level metrics. Those are the good things I see in automation."

"My experience with the deployment of the solution is positive; it's fast, and we have not encountered any problems related to that."

"This is a solution that I recommend."

"Our development time has been reduced because the solution is very user-friendly."

"It has reduced the number of full-time employees."

"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."

"The most valuable feature of this solution is the automation of manual tasks, which save us time."

"I'm impressed with the scalability. We are able to do changes. We are able to scale from different environments now with the Control Room in version 10 and 11. The scalability is pretty good. It is up to the mark of the other market competitors."

More Automation Anywhere pros

"The platform's most beneficial features are incident management, change management, request management, and asset management."

"This product helps us with tracking customer queries and managing the issues effectively."

"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."

"This product is our helpdesk solution and we use it for call logging and management."

"It's very easy to customize the tool to your business needs."

"It's stable."

"The solution overall has been quite stable."

"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."

More ManageEngine ServiceDesk Plus pros

"The product is very scalable and stable when used as a help desk once it is built out."

"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."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"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."

Cons

"Blue Prism is more secure than Automation Anywhere. E.g., Blue Prism has a system that is difficult to penetrate. You can't simply go into their system and make any changes."

"The main disadvantage of Automation Anywhere is its high cost."

"Working with the Automation Anywhere servers and domains have proven to be difficult. We are trying to get more licenses and servers set up, so we can run multiple scenarios simultaneously."

"They need to make the solution more robust."

"However, maybe because this is a new version with a change in platform, it still has some bugs."

"Automation Anywhere can also be improved in machine learning and artificial intelligence. It would make our lives easier."

"If the option were available to use the old generic-style variable type, it would be helpful."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."

More Automation Anywhere cons

"The licensing model should be more flexible."

"I want friendly training courses without their ITSM ServiceDesk Plus."

"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."

"When I think of improvements the first thing that comes to mind would have to be the active management function."

"The CMDB should have correlation capabilities."

"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."

"The timing reporting module, and how it's used is a bit difficult to understand."

"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."

More ManageEngine ServiceDesk Plus cons

"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 business model for the company is to sell low and charge for customization, education or expertise."

"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."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"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."

Pricing and Cost Advice

"Subscription for Automation Anywhere (AA) is paid yearly."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"The pricing for Automation Anywhere is reasonable."

"Our annual licensing costs for the entire company are $100,000."

"We have seen ROI in terms of cost and time with a couple of our projects."

"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

More Automation Anywhere pricing and cost advice

"The only issue for us is the pricing, which is quite high in comparison with the competition."

"Pricing can always be improved and made more affordable."

"Cost-wise, we're quite happy."

"The price is much better than other products so pricing is rated an eight out of ten."

"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 tool's price is okay and in line with other products, maybe even cheaper than some products."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"It is cheaper than the competitors."

More ManageEngine ServiceDesk Plus pricing and cost advice

"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."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

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911,039 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

10%

Construction Company

10%

Construction Company

10%

Outsourcing Company

Manufacturing Company

Healthcare Company

Construction Company

20%

Comms Service Provider

11%

University

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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.

UiPath Platform vs Automation Anywhere

Comparisons

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Compared 6% of the time

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

ManageEngine ServiceDesk Plus

Download ManageEngine ServiceDesk Plus product report

Help Desk Software

Download ManageEngine SupportCenter Plus product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Interactive Demo

Automation Anywhere

Demo not available

Demo not available

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine SupportCenter Plus offers ITIL compliance, billing capabilities, mobile apps, and reporting features. It's cost-effective and continuously updated for improved functionality, meeting user demands despite minor limitations.

ManageEngine SupportCenter Plus is designed primarily as a ticketing system to facilitate helpdesk and customer service operations, managing issues, incidents, and demand management. It replaces traditional email systems with a streamlined ticket system and records hourly rates along with technician time on tickets, maintaining a comprehensive ticket database. While mobile management is possible, development and configuration require significant resources. Efforts are focused on enhancing automation and simplifying reporting by centralizing data in one location, reflecting a customer-focused approach.

What are the most valued features?

ITIL Compliance: Ensures adherence to international standards.
Billing Capabilities: Tracks and manages financial aspects efficiently.
Mobile Apps: Facilitates remote management and monitoring.
Reporting: Generates useful insights and reports for strategic decisions.
Help Desk Functionality: Provides streamlined ticket management and support workflows.

What benefits and ROI should users look for?

Cost-Effectiveness: Balances functionality with affordability.
Customer-Focused Updates: Regular enhancements that cater to user needs.
Streamlined Operations: Simplifies issue tracking and resolution processes.
Comprehensive Reporting: Provides centralized insights for data-driven decisions.

In industries like IT support and service management, ManageEngine SupportCenter Plus acts as a robust ticketing and helpdesk system, managing incidents and support requests efficiently. Its mobile app capability, though resource-intensive, is beneficial in sectors requiring flexible operations. Efforts in enhancing automation will further strengthen its application across diverse sectors, from service management to tech-focused organizations.

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

ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus