Try our new research platform with insights from 80,000+ expert users

Alemba Service Manager vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Categories and Ranking

Alemba Service Manager
Ranking in IT Service Management (ITSM)
24th
Average Rating
7.4
Reviews Sentiment
6.3
Number of Reviews
3
Ranking in other categories
No ranking in other categories
ManageEngine ServiceDesk Plus
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
Help Desk Software (3rd)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.8%, down from 0.8% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.1%, down from 7.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

reviewer1099623 - PeerSpot reviewer
Fulfills all IT management needs, simple setup, but could be more user-friendly
Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.
Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Quotes from Members

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

Pros

"Incident Management is the most valuable feature of the solution."
"The workflow is very good, as well as customizable."
"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."
"The workflow automation is the most valuable feature of this solution."
"We have not faced any stability issues or challenges with this tool."
"There's no problem with the software."
"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."
"It is excellent from the service management perspective."
"I like the catalog features and workflow. I also like the knowledge space."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."
 

Cons

"The reporting needs to be improved."
"The product should improve its ability to integrate with third-party tools."
"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."
"The service delivery could be improved."
"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The current MDM is very basic and should be expanded."
"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."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
 

Pricing and Cost Advice

"The product is much cheaper than ServiceNow."
"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."
"As compared to a lot of systems out there, it is more affordable."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"It is not an expensive solution."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"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."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
844,944 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Government
19%
Computer Software Company
14%
Non Profit
9%
Manufacturing Company
7%
Educational Organization
62%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Alemba vFire?
Incident Management is the most valuable feature of the solution.
What needs improvement with Alemba vFire?
The product should improve its ability to integrate with third-party tools. The service portal should be customizable.
What is your primary use case for Alemba vFire?
The product is used for incident management, change management, and request management. We can store assets like people, machines, and processes in CMDB. We can also use the solution to see the cha...
What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
 

Also Known As

vFire
No data available
 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Alemba Service Manager vs. ManageEngine ServiceDesk Plus and other solutions. Updated: March 2025.
844,944 professionals have used our research since 2012.