Serviceaide ChangeGear and ManageEngine ServiceDesk Plus compete in the IT service management market. ManageEngine ServiceDesk Plus holds the advantage with its superior feature set.
Features: Serviceaide ChangeGear offers change management capabilities, customizable workflows, and scalable architecture. ManageEngine ServiceDesk Plus provides comprehensive IT management features, asset management, and robust integration options.
Room for Improvement: Serviceaide ChangeGear could improve in integration capabilities, advanced reporting features, and user interface design. ManageEngine ServiceDesk Plus could enhance its customer support responsiveness, dashboard customization, and flexibility in some modules.
Ease of Deployment and Customer Service: Serviceaide ChangeGear stands out for its easy deployment process and responsive customer support. ManageEngine ServiceDesk Plus supports both on-premises and cloud deployments, offering flexibility, though support responsiveness varies.
Pricing and ROI: Serviceaide ChangeGear is cost-effective with a lower initial setup cost, providing solid ROI. ManageEngine ServiceDesk Plus has higher upfront costs but delivers long-term value with its feature set, justifying the investment.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| Serviceaide ChangeGear | 0.7% |
| Other | 94.2% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 1 |
| Large Enterprise | 11 |
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.
ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.
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