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ManageEngine ServiceDesk Plus vs Micro Focus Service Manager comparison

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Featured Review
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
566,121 professionals have used our research since 2012.
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We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Overall this is an easy and convenient solution to use.""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.""The solution overall has been quite stable.""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.""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.""The most valuable feature is its ease of use.""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.""The solution offers a lot of opportunities for integrations."

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"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013.""It can adapt to any process in the organization."

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Cons
"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.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""The self-service feature for end users and the knowledge base need to be improved.""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.""ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.""As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.""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."

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"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.""With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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Pricing and Cost Advice
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • More Micro Focus Service Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer: 
    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.
    Top Answer: 
    As compared to a lot of systems out there, it is more affordable.
    Top Answer: 
    The additional feature I'd like to see in the next release is related to self-service on the user side. I have this new environment of users at home and making them independent would be a good point… more »
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    Ranking
    3rd
    out of 55 in Help Desk Software
    Views
    6,452
    Comparisons
    4,962
    Reviews
    12
    Average Words per Review
    442
    Rating
    8.1
    23rd
    out of 55 in Help Desk Software
    Views
    1,978
    Comparisons
    1,447
    Reviews
    4
    Average Words per Review
    635
    Rating
    6.3
    Comparisons
    Also Known As
    HPE ITSM, HPE Service Manager
    Learn More
    Overview

    ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

    It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

    Features

    ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

    Incident management: Gain control of your help desk

    With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

    Problem management: Go beyond firefighting

    Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

    Change management: Manage changes with precision

    Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

    Asset management: Track and manage assets with ease

    Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

    IT project management: Deliver IT projects on time

    You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

    Purchases and contracts management: Track IT purchases and contracts

    Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

    Self service portal: Deflect tickets from your service desk

    Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

    Service catalog: Showcase your IT services

    Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

    CMDB: Get the bigger picture

    ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

    Service level agreement: Ensure timely service delivery

    Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

    Reports: Derive decisions with the right data

    Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

    Extensions and integrations: Collaborate easily with other IT systems

    Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Offer
    Learn more about ManageEngine ServiceDesk Plus
    Learn more about Micro Focus Service Manager
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Reseller16%
    Government12%
    Computer Software Company12%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider24%
    Government7%
    Financial Services Firm6%
    REVIEWERS
    Financial Services Firm35%
    Aerospace/Defense Firm12%
    Healthcare Company8%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider18%
    Government10%
    Financial Services Firm6%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise35%
    Large Enterprise29%
    REVIEWERS
    Small Business18%
    Midsize Enterprise7%
    Large Enterprise76%
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
    566,121 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 16 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 2 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Micro Focus Service Manager is rated 6.0. The top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly interface with workflow builder, configuration management, and knowledge base functions". On the other hand, the top reviewer of Micro Focus Service Manager writes "Incident management with good support but the configuration and reporting could be simplified". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, SCSM, Zoho Desk and SysAid, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, IBM Maximo and Device42. See our ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    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.