We performed a comparison between ManageEngine ServiceDesk Plus and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The strength is its pricing. It is easy to use."
"It ensures the tracking of all costs for end-user issues."
"The solution is free for up to five users."
"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 solution is interactive and flexible so engineers find it much easier to work with than other tools."
"ManageEngine provides additional modules that we can integrate in the future."
"The product scales up effortlessly and you can easily add users."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"It is a simple solution that is easy to configure."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This solution is easy to use."
"It is quite scalable."
"The most requested feature from our customers is the helpdesk ticketing system."
"It is one of the most stable solutions in the market."
"The call logging is the solution's most valuable feature. It's very easy to use."
"This product has helped our organization by allowing people to connect with each other."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The solution’s reporting could be improved."
"The self-service feature for end users and the knowledge base need to be improved."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The price of this solution is high and it needs to be cheaper."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Once we had an issue with a desktop download that would not open."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"Mobile application integration would be an improvement."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while SCSM is rated 7.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and Spiceworks, whereas SCSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, BeyondTrust Remote Support and Freshservice. See our ManageEngine ServiceDesk Plus vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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