ManageEngine SupportCenter Plus vs ServiceNow vs TOPdesk comparison

ManageEngine SupportCenter ...

Read 223 ServiceNow reviews

24,149 Views
7,003 Comparison Views

91% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

1,185 Views
936 Comparison Views

84% willing to recommend

TOPdesk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ManageEngine SupportCenter Plus, ServiceNow, and TOPdesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2025).

Help Desk Software

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Helped 868,759 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Mindshare comparison

As of October 2025, in the Help Desk Software category, the mindshare of ManageEngine SupportCenter Plus is 1.3%, up from 0.6% compared to the previous year. The mindshare of ServiceNow is 17.3%, down from 25.5% compared to the previous year. The mindshare of TOPdesk is 2.2%, up from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Market Share Distribution
Product	Market Share (%)
ServiceNow	17.3%
TOPdesk	2.2%
ManageEngine SupportCenter Plus	1.3%
Other	79.2%

Help Desk Software

Featured Reviews

reviewer2650164

VP of IT at a aerospace/defense firm with 51-200 employees

Manual ticketing features hinder workflow, but cost-effective ticket management is ensured

We just use it because it's more trouble to rip it out than to replace it with a more expensive tool. I would not recommend this product to others. If budget is a concern, it might be suitable but it doesn’t excite. Hence, I would rate it a four out of ten.

Read full review

Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features are the ITIL compliance and billing."

"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."

"We have found the reporting in this product to be very useful."

"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."

"The product is very scalable and stable when used as a help desk once it is built out."

"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."

"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."

"The solution has very good automation tools."

"You can have it installed and up and running within hours if you know what you're doing. Time to market would be one of the main things to consider."

"ServiceNow was the first true enterprise to service management platform."

"It's actually easy to understand."

"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."

"It provides internal clients with greater transparency about their projects and deliverables."

More ServiceNow pros

"The most valuable feature of this solution is the incident management module."

"Its ITSM approach is quite useful."

"The most valuable feature of TOPdesk is the reports."

"TOPdesk is overall very stable."

"It is an easy-to-use solution."

"Change management is the most critical feature."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

More TOPdesk pros

Cons

"The tech support is terrible and that seems to be a part of their business plan."

"ManageEngine SupportCenter Plus could improve on workflow automation features."

"The business model for the company is to sell low and charge for customization, education or expertise."

"The product is very difficult to use and configure and requires specialists."

"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."

"I would like to see some kind of project management or portfolio management in a future version."

"There is no cloud-based version and it would be helpful if it were available."

"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."

"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."

"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."

"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."

"Its setup is tough. It takes a lot of knowledge and a lot of experience."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

"The solution should offer better security when it comes to storing data."

"The user interface for accessing assistance sometimes disconnects."

More ServiceNow cons

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

"An operator is also a user but requires creating two different records."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"Change management implementation, facility management, and making reservations on assets can be improved."

"The solution's change management could be better."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

More TOPdesk cons

Pricing and Cost Advice

"The licensing fees depend on different criteria, including options and sizing."

"ManageEngine products will always be the lowest cost in category as that is part of their business model."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"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."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"Some time ago it was expensive, but large companies have special contracts. It's enterprise prices, and we're talking about millions per year."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"ServiceNow is an expensive solution."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

More ServiceNow pricing and cost advice

"The solution is inexpensive compared to competitors."

"TOPdesk's pricing is cheaper than Jira's."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution's pricing is reasonable and not expensive."

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Top Industries

By visitors reading reviews

No data available

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

16%

Educational Organization

10%

Manufacturing Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	163

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

What is your experience regarding pricing and costs for ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus is cheap, around two or three on a scale where ten is the most expensive.

What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, ...

What is your primary use case for ManageEngine SupportCenter Plus?

We use ManageEngine SupportCenter Plus primarily as a ticketing tool within our company.

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

What do you like most about TOPdesk?

The most valuable feature of TOPdesk is the reports.

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within t...

Vision Helpdesk vs ManageEngine SupportCenter Plus

Comparisons

Compared 29% of the time

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 25% of the time

Zoho Desk vs ManageEngine SupportCenter Plus

Compared 16% of the time

BMC Helix ITSM vs ManageEngine SupportCenter Plus

Compared 14% of the time

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BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

JIRA Service Management vs TOPdesk

Compared 19% of the time

Freshdesk vs TOPdesk

Compared 11% of the time

BMC Helix ITSM vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 6% of the time

Salesforce Service Cloud vs TOPdesk

Compared 5% of the time

More TOPdesk Competitors

Product Reports

Help Desk Software

Download ManageEngine SupportCenter Plus product report

Download ServiceNow product report

Help Desk Software

Download TOPdesk product report

Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

ManageEngine

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.”