Infraon Desk vs ManageEngine ServiceDesk Plus comparison

EverestIMS and ManageEngine are both solutions in the Help Desk Software category. EverestIMS is ranked #37, while ManageEngine is ranked #4 with an average rating of 8.3. Additionally, 100% of EverestIMS users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

ManageEngine ServiceDesk Plus and Infraon Desk compete in the IT service management category. Infraon Desk has the upper hand with its advanced features, while ManageEngine is more favorable in pricing and support.

Features: ManageEngine ServiceDesk Plus provides comprehensive ITIL support, automation capabilities, and robust asset management. Infraon Desk offers advanced analytics, AI-driven automation, and seamless integrations, catering to organizations needing data insights.

Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus has a straightforward deployment model and reliable customer service, offering efficient setup and support. Infraon Desk emphasizes personalized support and service optimization with a smooth deployment process.

Pricing and ROI: ManageEngine ServiceDesk Plus offers cost-effective options and a solid return on investment for businesses prioritizing affordability. Infraon Desk might have higher initial costs but provides superior long-term value due to its advanced capabilities and integration benefits.

To learn more, read our detailed Infraon Desk vs. ManageEngine ServiceDesk Plus Report (Updated: May 2026).

Buyer's Guide

Infraon Desk vs. ManageEngine ServiceDesk Plus

May 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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Quotes from Members

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

Pros

"Automation Anywhere has impacted our efficiency and productivity in a very positive way since we are shutting down a very manual process."

"Overall, this is a great tool because it's easy to maintain and it can reduce hiring costs, leading to reduced overall costs in the future."

"We have been able to reduce our number of FTEs."

"We got the solution because of its ease of use with the API call, avoiding the use of developers."

"It is very easy for anybody to learn."

"Overall, we've saved a lot of time, as there's a recent process that we automated which saves around 200 to 300 hours each month, depending on the number of accounts that come in."

"Several manual, repetitive, time-consuming processes were automated, giving back time to the process owner, and for most of them the process now follows a single standard with additional controls created."

"We are able to create robotic tasks in a short time."

More Automation Anywhere pros

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"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."

"The workflow automation is the most valuable feature of this solution."

"This solution has helped a lot by freeing up valuable time, allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."

"We have been able to track issues, get metrics of the technical staff."

"The product has been valuable and is working for us, looking from the angle of dealing with vendors, the AIOps space, as well as the SOC side of things, and cost-wise, we're quite happy."

"I believe it is one of those tools that provide excellent value for money."

"Referring to its on-premises deployment, it is easy to use and easy to deploy."

"The ticketing function is very straightforward and easy to use."

More ManageEngine ServiceDesk Plus pros

Cons

"When we are moving from one version to another version, it's very difficult because most of the features stop working."

"One of the things that the product should have is to add more advanced level developer capabilities into the platform. I know it is easy for business, non-technical people. However, for the developers, there should be some more features within the product so they can build advanced level use cases much faster."

"The initial setup was a bit difficult and took more time than expected."

"We have a few issues which have persisted. These end up restarting the machine. We are hoping in version 11.3 of Automation Anywhere, our compatibility and infrastructure issues will be resolved."

"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."

"Automation Anywhere is unable to connect to the database directly. What we are doing now is directly writing the PL/SQL scripts and trying to push the data from the database into Automation Anywhere. This feature is available in UiPath, but not in Automation Anywhere."

"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."

"I would like more cognitive abilities, artificial intelligence, and machine learning. E.g., if I see you, your facial recognition has to be there. If I send your picture, it should tell me your name, where you are from, and when I met you because we forget people. It should have these type of capabilities."

More Automation Anywhere cons

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

"Better connectivity and integration with more collaborative platforms would be helpful."

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."

"One downside to the solution is there are no native integrations between the systems."

"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."

"The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications."

"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."

"The only issue for us is the pricing, which is quite high in comparison with the competition."

"Lacks some flexibility in the configuration of workflows."

"The documentation could be improved."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"The initial setup and licensing fees are high, and although it saves costs in the long run, reaching the break-even point can take at least six months."

"The product’s pricing is reasonable."

"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."

"I've seen the price vary by whether the client is going to scale and adopt a tool."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

"The licensing cost for Automation Anywhere is high."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

More Automation Anywhere pricing and cost advice

"The pricing model is very competitive."

"The price of this solution is reasonable and it was well within my budget."

"The price is much better than other products so pricing is rated an eight out of ten."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"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."

"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."

"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."

"The prices are attractive. Customer can use a subscription if they do not have enough budget."

"The licensing is around $10,000 per year."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

11%

Construction Company

Computer Software Company

No data available

Manufacturing Company

Computer Software Company

Financial Services Firm

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	150
Midsize Enterprise	82
Large Enterprise	534

No data available

By reviewers
Company Size	Count
Small Business	32
Midsize Enterprise	24
Large Enterprise	20

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

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How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...

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Comparisons

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Compared 15% of the time

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Compared 10% of the time

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Compared 8% of the time

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Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

May 2026

Download Automation Anywhere product report

Buyer's Guide

Help Desk Software

May 2026

Download Infraon Desk product report

Buyer's Guide

ManageEngine ServiceDesk Plus

May 2026

Download ManageEngine ServiceDesk Plus product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Everest Service Manager

No data available

Interactive Demo

Automation Anywhere

Demo not available

EverestIMS

Demo not available

ManageEngine

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Buyer's Guide

Infraon Desk vs. ManageEngine ServiceDesk Plus

May 2026

Free Report: Infraon Desk vs. ManageEngine ServiceDesk Plus

Find out what your peers are saying about Infraon Desk vs. ManageEngine ServiceDesk Plus and other solutions. Updated: May 2026.

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