ManageEngine ServiceDesk Plus and Microsoft System Center Service Manager (SCSM) compete in the IT service management category. Based on the data, ManageEngine ServiceDesk Plus appears to have the upper hand due to its ease of deployment, cost-effective pricing, and flexible integration capabilities.
Features: ManageEngine ServiceDesk Plus offers integration with modules like asset management and project management, customizable SLAs, and a robust knowledge base. SCSM presents strong integration with Microsoft suites, offering seamless operations and a powerful CMDB, which users find beneficial. It excels in ticketing and reporting features.
Room for Improvement: SCSM needs enhancement in self-service portals, a mobile interface, and customization ease. Report creation could be simpler. ManageEngine ServiceDesk Plus should aim to improve integration, expand customization options, and improve report intuitiveness. It also faces challenges with support ticket handling.
Ease of Deployment and Customer Service: SCSM is mainly deployed on-premises and struggles with limited technical support. The Microsoft support response can be slow. ManageEngine provides flexibility with hybrid and public cloud deployment, offering a simpler deployment process, though their customer support responsiveness could improve.
Pricing and ROI: SCSM's pricing is complicated by bundled systems and add-ons, making it more expensive with potentially high ROI if fully utilized. In contrast, ManageEngine ServiceDesk Plus offers a transparent, cost-effective licensing model with a reasonable ROI, allowing significant savings on manpower and efficient remote operations.
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.
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.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
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.
From an admin point of view, Intune has more features and is easier to manage.
We have not faced any stability issues or challenges with this tool.
We have not experienced any significant issues.
The SCSM is stable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
It would be beneficial to have an option to assign approvals to a user group or a variable.
We require integration at the telecom level so that when a P1 ticket is raised, it will automatically call the particular technician immediately instead of just sending an SMS.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
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 automation features help resolve issues automatically.
The automation capabilities are good, with the workflow being an integral part of it.
The incident reporting part is especially valuable.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
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.
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