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ManageEngine ServiceDesk Plus vs N-able MSP Manager comparison

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Buyer's Guide
Help Desk Software
July 2022
Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: July 2022.
620,068 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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.""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.""ManageEngine provides additional modules that we can integrate in the future.""The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage.""I like the catalog features and workflow. I also like the knowledge space.""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 GUI is very good.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms."

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"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

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Cons
"The current MDM is very basic and should be expanded.""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.""ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.""Lacks some flexibility in the configuration of workflows.""The documentation could be improved.""There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them.""The solution, overall, is expensive.""ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."

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"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

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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."
  • "ManageEngine ServiceDesk Plus' price is very reasonable."
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  • "I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."
  • More N-able MSP Manager Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to… more »
    Top Answer:We pay for an annual license charged per technician, not end-user. If I remember correctly, it's $1,000 or $2,000 a year for seven technicians.
    Top Answer:ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive.
    Top Answer:I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or… more »
    Top Answer:Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like… more »
    Top Answer:It is for the same things as ConnectWise, such as remote management, patch management, encryption, and backup. We don't do the backup because it is expensive, but it can do all of that. It is for… more »
    Ranking
    4th
    out of 56 in Help Desk Software
    Views
    7,108
    Comparisons
    5,190
    Reviews
    18
    Average Words per Review
    412
    Rating
    8.2
    16th
    out of 56 in Help Desk Software
    Views
    767
    Comparisons
    565
    Reviews
    1
    Average Words per Review
    1,360
    Rating
    8.0
    Comparisons
    Also Known As
    SolarWinds LOGICnow, SolarWinds MSP 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!

    Managing your business and providing excellent support shouldn’t bog you down. MSP Manager’s ease of use will free your team to deliver on your promise of great service.

    • Intuitive, lightweight ticketing with seamless RMM and N-central® platform integrations.
    • Painless time tracking with convenient timers and functionality for recurring tickets and appointments.
    • Closed-loop email with automatic ticket monitoring and routing, with a streamlined Microsoft 365 setup via OAuth.
    • Complete customer and knowledge management with a branded portal.
    • Accounting integrations with QuickBooks Online, QuickBooks Desktop, and Xero.
    Offer
    Learn more about ManageEngine ServiceDesk Plus
    Learn more about N-able MSP Manager
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology
    Top Industries
    REVIEWERS
    Reseller14%
    Government10%
    Computer Software Company10%
    Comms Service Provider7%
    VISITORS READING REVIEWS
    Computer Software Company24%
    Comms Service Provider20%
    Government7%
    Financial Services Firm6%
    VISITORS READING REVIEWS
    Computer Software Company29%
    Comms Service Provider19%
    Government9%
    Manufacturing Company4%
    Company Size
    REVIEWERS
    Small Business33%
    Midsize Enterprise33%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise21%
    Large Enterprise54%
    VISITORS READING REVIEWS
    Small Business42%
    Midsize Enterprise13%
    Large Enterprise45%
    Buyer's Guide
    Help Desk Software
    July 2022
    Find out what your peers are saying about ServiceNow, Atlassian, Freshworks and others in Help Desk Software. Updated: July 2022.
    620,068 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 21 reviews while N-able MSP Manager is ranked 16th in Help Desk Software with 1 review. ManageEngine ServiceDesk Plus is rated 8.2, while N-able MSP Manager is rated 8.0. The top reviewer of ManageEngine ServiceDesk Plus writes "Easier to configure than the competitors and much cheaper". On the other hand, the top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, SCSM and Freshdesk, whereas N-able MSP Manager is most compared with Freshdesk, ServiceNow, SolarWinds Web Help Desk, JIRA Service Management and BeyondTrust Remote Support.

    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.