ManageEngine ServiceDesk Plus vs ServiceNow vs SolarWinds Web Help Desk comparison

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
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.”

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.