ManageEngine ServiceDesk Plus vs ServiceNow comparison

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Comparison Buyer's Guide
Executive Summary
Updated on Jan 4, 2023

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.

  • Ease of Deployment: Users of ManageEngine ServiceDesk Plus say that it is easy to install and set up, and that deployment is easy. In contrast, ServiceNow users provide mixed reviews regarding setup.
  • Features: Valuable features of ManageEngine ServiceDesk Plus include its flexibility and user-friendliness. ManageEngine ServiceDesk Plus users find its reporting tool to be lacking.

    ServiceNow users appreciate many features, including its scalability, service data model, IT business management modules, human resource management, stability, incident management, chain management, and problem management features. Users have mentioned that the reporting feature and the change requests feature need to be improved.
  • Pricing: Users of ManageEngine ServiceDesk Plus are divided over how they feel about its cost, while users of ServiceNow say it is expensive. 
  • Service and Support: ManageEngine ServiceDesk Plus users are divided over how effective they feel its support team is. Reviewers of ServiceNow feel its support team is knowledgeable and effective. 
  • ROI: Users of both solutions say that they have seen returns on their investment. 

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.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. ServiceNow Report (Updated: May 2023).
708,243 professionals have used our research since 2012.
Q&A Highlights
Question: What is the biggest difference between ManageEngine ServiceDesk and Service Now?
Answer: If you need a completed ITIL helpdesk system with Asset Management and Project Management without the hassle of having additional plug-in and can be additional costs, you might need to consider Servicedesk Plus. It's been in the marketing for more than 11years, with customers globally.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
"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."

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"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."

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"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."

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"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 ServiceNow Cons →

Pricing and Cost Advice
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
  • "ManageEngine ServiceDesk Plus' price is very reasonable."
  • "The price of the solution is low. However, it still could be less expensive."
  • "ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
  • "Pricing can always be improved and made more affordable."
  • "I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

  • "I have found the solution very expensive."
  • "We are happy with the pricing."
  • "The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
  • "Getting the solution up and running is expensive."
  • "In Tunisia, the companies find the licensing costs to be expensive."
  • "While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."
  • "For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."
  • "There is an annual subscription to use this solution."
  • More ServiceNow Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product scales up effortlessly and you can easily add users.
    Top Answer:I would rate the pricing ten out of ten. It's the best bang for your buck. When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper for seven agents and the same… more »
    Top Answer:I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my… more »
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping the… more »
    Top Answer:Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
    Top Answer:There are several differences between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more »
    out of 59 in Help Desk Software
    Average Words per Review
    out of 59 in Help Desk Software
    Average Words per Review
    Learn More

    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:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    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
    Financial services

    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.

    Learn more about ManageEngine ServiceDesk Plus
    Learn more about ServiceNow
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Top Industries
    Healthcare Company9%
    Computer Software Company9%
    Educational Organization33%
    Computer Software Company12%
    Comms Service Provider6%
    Computer Software Company16%
    Financial Services Firm16%
    Healthcare Company9%
    Insurance Company9%
    Computer Software Company15%
    Financial Services Firm10%
    Educational Organization10%
    Company Size
    Small Business38%
    Midsize Enterprise32%
    Large Enterprise30%
    Small Business21%
    Midsize Enterprise41%
    Large Enterprise38%
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    Small Business16%
    Midsize Enterprise19%
    Large Enterprise65%
    Buyer's Guide
    ManageEngine ServiceDesk Plus vs. ServiceNow
    May 2023
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ServiceNow and other solutions. Updated: May 2023.
    708,243 professionals have used our research since 2012.

    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.