We performed a comparison between ManageEngine ServiceDesk Plus, ServiceNow, and SysAid based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"It's very easy to customize the tool to your business needs."
"The most valuable feature is the ticketing system which is working well."
"There are a lot of great templates that you can take advantage of."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"We have found change management and CMDB to be very useful."
"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."
"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."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"Simplicity of Change Manager."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."
"I would say the overall flexibility of the product is its most valuable feature."
"The solution can scale."
"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."
"They could improve the screens."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The solution’s reporting could be improved."
"The current MDM is very basic and should be expanded."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"The solution, overall, is expensive."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"If you have advanced questions, technical support often doesn't know the answer."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"The capital expenditure neeed to get the tool up and running is extensive."
"ServiceNow doesn't cater to the Middle Eastern market."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The solution’s pricing is expensive and could be improved."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."
"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
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