We changed our name from IT Central Station: Here's why

ManageEngine ServiceDesk Plus vs Spiceworks comparison

Cancel
You must select at least 2 products to compare!
Featured Review
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Spiceworks and other solutions. Updated: January 2022.
564,997 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.""I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.""I like how it can be integrated and expanded with other ManageEngine products.""The solution offers a lot of opportunities for integrations.""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.""The most valuable feature is its ease of use.""The solution overall has been quite stable.""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."

More ManageEngine ServiceDesk Plus Pros →

"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space.""Spiceworks is generic and free.""The most valuable features are the inventory and personalization.""It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front.""It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."

More Spiceworks Pros →

Cons
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""The documentation could be improved.""Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.""The solution, overall, is expensive.""The timing reporting module, and how it's used is a bit difficult to understand.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.""There's no native integrations between the systems.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."

More ManageEngine ServiceDesk Plus Cons →

"Having an integrated asset management tool, where I can plug in things that are offline, would be good.""The network mapping could be improved. Putting together an actual bonafide network map would be really nice.""There are a lot of disadvantages to Spiceworks because it's not an agent-based solution.""Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it.""Since Spiceworks is a free tool, it's not very scriptable or customizable."

More Spiceworks Cons →

Pricing and Cost Advice
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "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."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

    Information Not Available
    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    564,997 professionals have used our research since 2012.
    Questions from the Community
    Top Answer: 
    As compared to a lot of systems out there, it is more affordable.
    Top Answer: 
    We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware… more »
    Top Answer: 
    Spiceworks is generic and free.
    Top Answer: 
    Since Spiceworks is a free tool, it's not very scriptable or customizable.
    Top Answer: 
    We're using Spiceworks mainly for infrastructure monitoring.
    Ranking
    3rd
    out of 55 in Help Desk Software
    Views
    6,452
    Comparisons
    4,962
    Reviews
    12
    Average Words per Review
    442
    Rating
    8.1
    14th
    out of 55 in Help Desk Software
    Views
    3,841
    Comparisons
    2,683
    Reviews
    5
    Average Words per Review
    626
    Rating
    6.8
    Comparisons
    Learn More
    Overview

    ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

    It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

    Features

    ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

    Incident management: Gain control of your help desk

    With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

    Problem management: Go beyond firefighting

    Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

    Change management: Manage changes with precision

    Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

    Asset management: Track and manage assets with ease

    Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

    IT project management: Deliver IT projects on time

    You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

    Purchases and contracts management: Track IT purchases and contracts

    Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

    Self service portal: Deflect tickets from your service desk

    Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

    Service catalog: Showcase your IT services

    Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

    CMDB: Get the bigger picture

    ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

    Service level agreement: Ensure timely service delivery

    Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

    Reports: Derive decisions with the right data

    Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

    Extensions and integrations: Collaborate easily with other IT systems

    Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

    From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.
    Offer
    Learn more about ManageEngine ServiceDesk Plus
    Learn more about Spiceworks
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Broward Center for the Performing Arts, Symantec, Webroot, EMC, Pertino
    Top Industries
    REVIEWERS
    Reseller17%
    Government13%
    Computer Software Company13%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider24%
    Government7%
    Financial Services Firm5%
    REVIEWERS
    Manufacturing Company14%
    Construction Company10%
    Educational Organization7%
    Transportation Company7%
    VISITORS READING REVIEWS
    Comms Service Provider25%
    Computer Software Company23%
    Government9%
    Educational Organization6%
    Company Size
    REVIEWERS
    Small Business35%
    Midsize Enterprise35%
    Large Enterprise29%
    REVIEWERS
    Small Business49%
    Midsize Enterprise30%
    Large Enterprise21%
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Spiceworks and other solutions. Updated: January 2022.
    564,997 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 15 reviews while Spiceworks is ranked 14th in Help Desk Software with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while Spiceworks is rated 6.8. The top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly interface with workflow builder, configuration management, and knowledge base functions". On the other hand, the top reviewer of Spiceworks writes "Has good policy enforcement but the network mapping could be improved". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, SCSM, Zoho Desk and IBM Maximo, whereas Spiceworks is most compared with Zabbix, SolarWinds NPM, JIRA Service Management, ServiceNow and Auvik. See our ManageEngine ServiceDesk Plus vs. Spiceworks report.

    See our list of best Help Desk Software 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.