ManageEngine ServiceDesk Plus and ManageEngine SupportCenter Plus are IT service management solutions. ManageEngine ServiceDesk Plus generally has the advantage due to a comprehensive feature set and ROI.
Features:ServiceDesk Plus offers asset management, ticketing, and automation features that improve operational efficiency. Additionally, integration with ITIL processes and support for asset lifecycle management provide further value. SupportCenter Plus provides contact management, contract management, and tools specifically designed for customer support, which differentiates it in assisting customer service tasks.
Room for Improvement:ServiceDesk Plus could enhance its integration capabilities with non-IT systems, streamline user access to admin functionalities, and provide better customization options for reports. SupportCenter Plus might improve by offering more competitive pricing, expanding its IT management features, and enhancing user experience for non-customer service applications.
Ease of Deployment and Customer Service:ServiceDesk Plus ensures a smooth deployment with both on-premises and cloud-based options, supported by comprehensive IT support. SupportCenter Plus offers a targeted deployment tailored to customer service needs, ensuring effective customer assistance and enhancing direct customer interaction.
Pricing and ROI:ServiceDesk Plus is known for its cost-efficient setup, offering a strong ROI due to its broad IT-focused features. SupportCenter Plus, although more expensive upfront, delivers valuable ROI for organizations focused on customer support. This distinction makes ServiceDesk Plus a more budget-conscious choice for IT management, while SupportCenter Plus is preferred by those prioritizing specialized customer support tools.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 4.7% |
| ManageEngine SupportCenter Plus | 1.3% |
| Other | 94.0% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
