ServiceNow and ManageEngine ServiceDesk Plus are key players in the IT service management domain. Based on various comparisons, ServiceNow tends to have an edge due to its extensive customization capabilities and comprehensive service management solutions.
Features: ServiceNow offers a high degree of configurability, flexibility in building applications, and rapid deployment capabilities. It supports out-of-the-box ITIL processes and integrates easily across various applications. ManageEngine ServiceDesk Plus is appreciated for ease of use, cost-effectiveness, and essential ITIL compliance. It integrates seamlessly within the ManageEngine ecosystem and provides incident, change, and asset management.
Room for Improvement: ServiceNow faces challenges with customization complexity, high licensing costs, and a user interface that some find unintuitive. ManageEngine ServiceDesk Plus could improve in areas such as integration with other platforms, mobile interface limitations, and enhancing its automation capabilities.
Ease of Deployment and Customer Service: ServiceNow offers diverse deployment options, including public, private, hybrid, and on-premises clouds. Its community-driven support and resources add value despite noted response delays. ManageEngine ServiceDesk Plus emphasizes on-premises deployment, suiting firms with specific security needs, though its technical support requires enhancement for advanced issues.
Pricing and ROI: ServiceNow's premium pricing reflects its extensive features and customization, though licensing can be complex. Its ROI is high due to scalability and features. ManageEngine ServiceDesk Plus offers affordable pricing with subscription licensing, making it attractive to small and medium businesses, with flexible feature access that remains budget-friendly.
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.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
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.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
I have contacted them four to five times over the past two years, and they have been quite helpful.
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.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
I recommend integrating it with CrowdStrike, so incidents can directly result in a ticket being created.
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
There is a need for bug or error tracking in ServiceNow.
Their customer support could make it a great solution, not just product support but also their relationship with partners and training initiatives in different regions.
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.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation capabilities are good, with the workflow being an integral part of it.
All necessary features for these activities are included, such as incident management, change management, and problem management.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 22.1% |
| ManageEngine ServiceDesk Plus | 5.8% |
| Other | 72.1% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 18 |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 36 |
| Large Enterprise | 163 |
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.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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