ManageEngine ServiceDesk Plus and NinjaOne compete in IT service management, with ServiceDesk Plus having an edge in integration and scalability, while NinjaOne excels in user-friendly remote access and automation capabilities.
Features: ManageEngine ServiceDesk Plus offers ticket management, ITIL integration, and customizable templates. It supports integration with third-party apps and provides modules like asset and change management. NinjaOne provides monitoring and management functions, seamless remote access, and automation, catering to both tech and non-tech users. It integrates smoothly with existing systems for efficient remote management.
Room for Improvement: ManageEngine ServiceDesk Plus could enhance reporting, customizability, and export functions. Users suggest better clarity between incidents and requests and more comprehensive ITIL functionality. NinjaOne requires improvements in ticketing, reporting usability, dashboard interface, and backup features, along with enhanced third-party system integration.
Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus supports on-premises, hybrid, and cloud deployment, offering flexible deployment options. Its customer service is generally satisfactory, though response times can vary. NinjaOne's cloud and hybrid deployments are straightforward, with responsive customer service, although some users report delays.
Pricing and ROI: ManageEngine ServiceDesk Plus is known for cost-effectiveness, with flexible pricing options like on-premises licenses and cloud subscriptions, often yielding positive ROI. NinjaOne's subscription model is considered affordable, offering competitive pricing with negotiation options for non-profit sectors, providing good value in specific environments.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
NinjaOne enables significant time savings, reducing my workload by 40% to 50%, primarily due to remote management capabilities.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
They respond to emails based on time zone considerations.
Our experience with escalation supports, including auto escalation to third-level or engineering support, has been very positive.
The customer support at NinjaOne is excellent, rated ten out of ten.
I rate customer service and support for NinjaOne at seven out of ten due to slow response times.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
I would rate the scalability of NinjaOne as ten out of ten.
The design suggests it is scalable.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
I would rate the stability a ten out of ten.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
Security and reporting, including business intelligence tools, are adequate.
The inclusion of XENServer and Proxmox as virtual platforms in NinjaOne is currently missing.
The network monitoring needs to be improved.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
It is not as expensive as ServiceNow, which has a very high cost.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
The pricing for NinjaOne is appropriate for small companies.
NinjaOne is reasonably priced, particularly with the inclusion of TeamViewer, SentinelOne, and Bitdefender.
The price or licensing of NinjaOne is a little bit high.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation capabilities are good, with the workflow being an integral part of it.
All necessary features for these activities are included, such as incident management, change management, and problem management.
The software's automation tools have solved critical deployment problems for small businesses.
A significant feature of NinjaOne is its remote access capability, which is essential for my clients’ home office usage.
Every month, every quarter, I see new features, and it is always evolving.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| NinjaOne | 2.4% |
| Other | 92.5% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 16 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
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.
NinjaOne provides comprehensive remote monitoring, troubleshooting, and automation via a user-friendly web interface. With a robust mobile app and integration capabilities, it appeals to small businesses seeking cost-effective management solutions.
NinjaOne is designed to streamline IT operations through its remote monitoring, patch management, and automation capabilities. Its integration with Bitdefender and ongoing feature enhancements are valuable, although users express a desire for more third-party compatibility and smoother deployment processes. The platform's SLA system enhances performance tracking, while its continual development is a key attraction. Despite some calls for a more intuitive graphical interface and advanced reporting features, it remains an asset for managed service providers and businesses adapting to cloud-based environments.
What are the most important features?NinjaOne is widely employed across different sectors for server and workstation management, network infrastructure oversight, and client computer support. With its cloud-based framework, it supports managed service providers and businesses shifting to the cloud, ensuring seamless software deployment and improved asset management, making it integral to modern IT environments.
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