We compared ManageEngine ServiceDesk Plus and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Based on the parameters we compared, ServiceNow is the preferred product. This is because users cannot agree on whether or not ManageEngine ServiceDesk’s service and support team is effective.
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The management of this application is good."
"The solution offers a lot of opportunities for integrations."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"I am enjoying the report features, they are quite good."
"Overall this is an easy and convenient solution to use."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"I find the incident management part to be the most valuable. That's how the service desk tracks tickets."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"We have found change management and CMDB to be very useful."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"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 service delivery could be improved."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"Improvement is needed in the Software Assets Management functionality."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The solution’s reporting could be improved."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"Creating service catalog forms could be made easier."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Freshservice, BMC Helix ITSM, Zoho Desk and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Helix Discovery. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) 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.