IT Care Center vs ManageEngine SupportCenter Plus comparison

IT Care Center and ManageEngine are both solutions in the Help Desk Software category. IT Care Center is ranked #43, while ManageEngine is ranked #24 with an average rating of 4.0. IT Care Center holds a 0.1% mindshare in HDS, compared to ManageEngine’s 0.7% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 66% of ManageEngine users who would recommend it.

IT Care Center

Read 7 IT Care Center reviews

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21 Comparison Views

100% willing to recommend

ManageEngine SupportCenter ...

Read 5 ManageEngine SupportCenter Plus reviews

204 Views
148 Comparison Views

66% willing to recommend

IT Care Center

ManageEngine SupportCenter ...

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

ManageEngine SupportCenter Plus and IT Care Center compete in the IT service management field. IT Care Center has the upper hand due to its advanced capabilities appealing to tech buyers, despite ManageEngine's favorable pricing and support.

Features: ManageEngine SupportCenter Plus includes ITIL compliance, a mobile application for on-the-go management, and comprehensive reporting tools. IT Care Center offers seamless integrations with platforms like Slack, robust task and workflow management customization, and advanced analytics for meaningful data insights.

Room for Improvement: ManageEngine SupportCenter Plus could enhance its ease of use beyond basic help desk functionalities, offer more customization for diverse IT environments, and improve its self-service options. IT Care Center could improve by expanding its offline capabilities for areas with limited internet access, providing more industry-specific templates, and reducing the complexity in setting up integrations for non-technical users.

Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus offers flexible deployment with both on-premise and cloud options, supported by a strong customer service team and community resources. IT Care Center primarily offers rapid cloud-based deployment, enabling quick implementations without infrastructure concerns, with personalized, responsive support that tailors interactions to user needs.

Pricing and ROI: ManageEngine SupportCenter Plus is more cost-effective upfront, providing strong ROI through affordability and essential features. IT Care Center, though potentially more expensive initially, offers higher ROI potential through its in-depth, scalable features, justifying costs for organizations aiming for long-term investments in advanced service management.

To learn more, read our detailed IT Care Center vs. ManageEngine SupportCenter Plus Report (Updated: April 2025).

Buyer's Guide

IT Care Center vs. ManageEngine SupportCenter Plus

April 2025

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Helped 846,617 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:

Categories and Ranking

IT Care Center

Ranking in Help Desk Software

43rd

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (46th)

ManageEngine SupportCenter ...

Ranking in Help Desk Software

24th

Average Rating

7.0

Reviews Sentiment

6.2

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Help Desk Software category, the mindshare of IT Care Center is 0.1%, up from 0.0% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 0.7%, up from 0.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

Asaf Yosovich

IT Team Lead at a tech company with 501-1,000 employees

Easy to use, helping us reduce costs by half

The most valuable IT Care Center features are the ones that we requested especially for our environment. We have integrations with Slack. We also have integrations from our computer management systems that run daily and sync with IT Care Center. I am using the APEX forms and entities. For example, when I want to design a special form for a special entity or department in the company, sometimes I go to the APEX and develop a form, workflows, schedules, emails, etc. I can develop these from scratch. ;When we moved from ServiceNow to IT Care Center, it was very important for us to have a system that we could develop ourselves. Because in ServiceNow, we had to develop everything with an external company, and we don't want dependencies. We have tickets that are being closed with Canned Response. Once the ticket has been closed, we get an article to act/work on. This has reduced tickets, e.g., once a user receives a Canned Response, then they can save the link to the article, etc.

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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.

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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

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"It runs smoothly and all of the components are very easy to work with."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"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."

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

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

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

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

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

Cons

"The UI screens could be a little bit more modern."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"They should have full integration with SSO services, like Okta, creating a full service solution."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

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

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

"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."

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

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

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

Pricing and Cost Advice

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"This product is very cheap when compared to other platforms."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"The licensing model is very flexible."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"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."

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Company Size

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Questions from the Community

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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.

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What needs improvement with ManageEngine SupportCenter Plus?

ManageEngine SupportCenter Plus could improve on workflow automation features. Currently, everything is very manual, and there's no automated resolution of tickets. The emails ingested to create ti...

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What is your primary use case for ManageEngine SupportCenter Plus?

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

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Comparisons

No data available

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus

Compared 57% of the time

Zoho Desk vs ManageEngine SupportCenter Plus

Compared 43% of the time

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Product Reports

Buyer's Guide

IT Care Center

April 2025

Download IT Care Center product report

Buyer's Guide

Help Desk Software

March 2025

Download ManageEngine SupportCenter Plus product report

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

No data available

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

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

Sample Customers

Information Not Available

Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems

Buyer's Guide

IT Care Center vs. ManageEngine SupportCenter Plus

April 2025

Free Report: IT Care Center vs. ManageEngine SupportCenter Plus

Find out what your peers are saying about IT Care Center vs. ManageEngine SupportCenter Plus and other solutions. Updated: April 2025.

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