We compared ManageEngine ServiceDesk Plus and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Based on the parameters we compared, ServiceNow is the preferred product. This is because users cannot agree on whether or not ManageEngine ServiceDesk’s service and support team is effective.
"ManageEngine provides additional modules that we can integrate in the future."
"The most valuable feature is its ease of use."
"There's no problem with the software."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"I rate the solution a ten out of ten for scalability."
"Incident Management is a good feature."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"Being able to have the required information for project management is valuable. I've got multiple people accessing it, and I'm tracking tasks with percentages done. It allows me to have detailed notes and provides the ability to attach documents. I have used a lot of project management solutions, and there were gaps in terms of what was available. ServiceNow has got all the features and functionalities. It is a solid solution. It is also easy to get into and use. It is certainly highly scalable."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."
"It has more extensive features as compared to the other competitors."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"ServiceNow is easy to use and has a user-friendly interface."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The product's asset management tool needs improvement."
"There's no native integrations between the systems."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"They could improve the screens."
"The solution, overall, is expensive."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
"The solution could improve by being more stable."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.4. 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 ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Freshservice, Zoho Desk, BMC Helix ITSM and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Remedy . See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
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We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
