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.
"There's no problem with the software."
"ManageEngine provides additional modules that we can integrate in the future."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"I like how it can be integrated and expanded with other ManageEngine products."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"Incident Management is a good feature."
"It's very easy to customize the tool to your business needs."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"Remote access is most valuable."
"ServiceNow is very easy to set up."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"I like that it's always up and running."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"Offers very limited customizations."
"The service delivery could be improved."
"The self-service feature for end users and the knowledge base need to be improved."
"The current MDM is very basic and should be expanded."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"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."
"It's too complicated and there are too many options."
"The solution should offer better security when it comes to storing data."
"The visuals are the one area where there is opportunity for improvement."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"It's a little expensive compared to other tools."
"The contract module is quite rudimentary and doesn't support contract line items."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 6th in Help Desk Software with 24 reviews while ServiceNow is ranked 1st in Help Desk Software with 47 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly with straightforward although somewhat limited customizations ". On the other hand, the top reviewer of ServiceNow writes "Unified platform with a real-time view of assets and performance, and the support is responsive". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Zoho Desk, Freshdesk, Freshservice and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, JIRA Service Management and Appian. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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.