We performed a comparison between ManageEngine ServiceDesk Plus, OpenText Service Manager [EOL], and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"There are a lot of great templates that you can take advantage of."
"It ensures the tracking of all costs for end-user issues."
"There's no problem with the software."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"It's pretty well-structured in modules."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The initial setup is easy."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It gives us better understanding and control of service management."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The solution is simple to set up."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"The most valuable feature is the flexibility of development for customization."
"I like that it's always up and running."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"It is a very promising product. They have a new release every six months. They're investing quite a lot, and you can do many creative things with the product. If you know how it works, you can have stricter rules in the product."
"The interface is not the best. The user interface could be more intuitive."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"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 solution does not have an automated approach to integration with other ManageEngine products."
"The self-service feature for end users and the knowledge base need to be improved."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The current MDM is very basic and should be expanded."
"I don't see anything lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Customization can be difficult at times because scripting is often required."
"Service Manager would be improved with access to automation."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."
"When it comes to changing some of the features, I would like a little more leeway."
"I would like to see a mobile version of ServiceNow."
"The capital expenditure neeed to get the tool up and running is extensive."
"It's missing monitoring capabilities."
"Creating service catalog forms could be made easier."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
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