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ManageEngine ServiceDesk Plus vs SysAid comparison

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Buyer's Guide
ManageEngine ServiceDesk Plus vs. SysAid
July 2022
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SysAid and other solutions. Updated: July 2022.
622,358 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
"There's no problem with the software.""Overall this is an easy and convenient solution to use.""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.""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.""The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage.""ManageEngine provides additional modules that we can integrate in the future.""Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.""The GUI is very good."

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"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 simplicity of the solution is excellent.""The solution can scale.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

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Cons
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure.""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.""The current MDM is very basic and should be expanded.""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.""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.""ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive.""The solution, overall, is expensive.""The interface is not the best. The user interface could be more intuitive."

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"Currently, SysAid does not have a mobile application.""We would like them to approve the security functionalities, e.g., management security features.""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.""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."

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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."
  • "ManageEngine ServiceDesk Plus' price is very reasonable."
  • More ManageEngine ServiceDesk Plus Pricing and Cost Advice →

  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • More SysAid Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to… more »
    Top Answer:We pay for an annual license charged per technician, not end-user. If I remember correctly, it's $1,000 or $2,000 a year for seven technicians.
    Top Answer:ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive.
    Top Answer:The simplicity of the solution is excellent.
    Top Answer:The pricing is very good. It's an affordable tool in comparison to other market leaders.
    Top Answer:In terms of the main ITSM tool, the product is not good at automation which is the main reason we are looking for a different option and migrating away from it. Monitoring in our organization needs… more »
    Ranking
    4th
    out of 56 in Help Desk Software
    Views
    7,108
    Comparisons
    5,190
    Reviews
    18
    Average Words per Review
    412
    Rating
    8.2
    9th
    out of 56 in Help Desk Software
    Views
    1,601
    Comparisons
    901
    Reviews
    5
    Average Words per Review
    1,768
    Rating
    8.2
    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!

    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    Offer
    Learn more about ManageEngine ServiceDesk Plus
    Learn more about SysAid
    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
    Top Industries
    REVIEWERS
    Reseller14%
    Government10%
    Computer Software Company10%
    Transportation Company7%
    VISITORS READING REVIEWS
    Computer Software Company24%
    Comms Service Provider20%
    Government7%
    Financial Services Firm6%
    VISITORS READING REVIEWS
    Computer Software Company24%
    Comms Service Provider21%
    Retailer9%
    Government5%
    Company Size
    REVIEWERS
    Small Business32%
    Midsize Enterprise34%
    Large Enterprise34%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise21%
    Large Enterprise54%
    REVIEWERS
    Small Business38%
    Midsize Enterprise13%
    Large Enterprise50%
    VISITORS READING REVIEWS
    Small Business30%
    Midsize Enterprise21%
    Large Enterprise49%
    Buyer's Guide
    ManageEngine ServiceDesk Plus vs. SysAid
    July 2022
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SysAid and other solutions. Updated: July 2022.
    622,358 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 21 reviews while SysAid is ranked 9th in Help Desk Software with 4 reviews. ManageEngine ServiceDesk Plus is rated 8.2, while SysAid is rated 8.0. The top reviewer of ManageEngine ServiceDesk Plus writes "Easier to configure than the competitors and much cheaper". On the other hand, the top reviewer of SysAid writes "Enabled us to have a better workflow for tickets and provides us with multilayered service management ". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, SCSM and ManageEngine SupportCenter Plus, whereas SysAid is most compared with ServiceNow, JIRA Service Management, SCSM, Spiceworks and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. SysAid 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.