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ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Dec 1, 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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
631
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
70
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (25th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Mostafiz Miah - PeerSpot reviewer
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.
reviewer2650164 - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"They've now included the code so we can add some additional code, and that's good."
"During the digital transformation of a company, the number of internal portals and applications increases leading to an increased number of data silos."
"Easy to access: Without the need to download and install software on a local machine, we can access the RPA application from virtually anywhere."
"We have a plethora of good use cases saving good, hard dollars."
"The solution's most valuable feature is its ease of use."
"The benefits we get from automation include faster and more accurate matching, running 24x7."
"The most valuable feature is the SAP application and the DLLs that Automation Anywhere provides. These DLLs help automate the SAP application."
"Automation Anywhere has improved our organization by allowing us to reduce the number of new hires, enable us to keep the same workforce, and increase productivity."
"We now have good visibility of our entire information system."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP, with operations, helpdesk, MDM, and everything integrated so you don't have to go for them separately."
"Even though I haven't been able to test other products and I've used a very old version of ManageEngine, I still think it met our requirements and that it has everything that we need to work as an IT department."
"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."
"Service Catalog and Project Management are awesome features, and customers love them because they are easy to use, simple to install, and we set them up quickly too."
"When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets, and overall, everything is very easy."
"The strength is its pricing. It is easy to use."
"I like the catalog features and workflow. I also like the knowledge space."
"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."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"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 most valuable features are the ITIL compliance and billing."
"We have found the reporting in this product to be very useful."
"Their technical support has been very helpful and is very good."
"The most valuable features are the ITIL compliance and billing."
"Their tech support has been talking to us about expanding features like integrations with Microsoft Teams."
 

Cons

"When I compare Automation Anywhere with the competition, some of the competitors have ready-made, off-the-shelf modules. For example, UiPath integrates with Windows AD. That is missing as of now in Automation Anywhere. If that became available it would also be great."
"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."
"Integration with other platforms may prove to be very interesting for us and others."
"They need to make the AA stable across all browsers and I hope to see it fixed in the next version."
"I have not seen bots working efficiently in the area of reporting."
"Automation Anywhere can improve process mining."
"Automation Anywhere is a tool. It is not able to go ahead and extract the hand-written documents. Most of the automation tools that we have in the market are not able to get an accuracy of close to 80 to 90 percent on hand-written documents. So, I'm eagerly looking at a release from Automation Anywhere, wherein they could plug in an LP or look at some sort of a platform which could convert hand-written documents into a readable format. If they could bring in they own platform, this would make a big in-roads for the entire automation industry."
"IQ Bot should have an easier way to tag the document's source after extracting information from the document. (Which group does the document or a transaction belong to)."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"The product needs to allow for implementation for other departments besides the IT help desk."
"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."
"Feature-wise, the reporting is not quite satisfactory."
"We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation."
"They could improve the screens."
"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."
"The product is very difficult to use and configure and requires specialists."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
"I would like to see some kind of project management or portfolio management in a future version."
"ManageEngine, in my experience, fosters that type of environment; it doesn't have an easy button, a graphic user interface, ease-of-use, and ease-of-dev — the product does not have any of that."
"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."
 

Pricing and Cost Advice

"The price is very reasonable."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
"I believe it is $10,000 for Bot Creator."
"It saves me around $100,000 a year."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."
"The cost is anywhere between $10,000 and $100,000."
"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."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"As compared to a lot of systems out there, it is more affordable."
"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."
"Pricing can always be improved and made more affordable."
"It is not an expensive solution."
"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"The price is much better than other products so pricing is rated an eight out of ten."
"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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Top Industries

By visitors reading reviews
Financial Services Firm
18%
Manufacturing Company
9%
Construction Company
8%
Computer Software Company
7%
Manufacturing Company
9%
Computer Software Company
7%
Financial Services Firm
7%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
12%
University
10%
Performing Arts
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business150
Midsize Enterprise82
Large Enterprise529
By reviewers
Company SizeCount
Small Business32
Midsize Enterprise24
Large Enterprise20
No data available
 

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...
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...
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.
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...
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...
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...
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.
 

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
No data available
No data available
 

Interactive Demo

Demo not available
Demo not available
 

Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ManageEngine SupportCenter Plus and other solutions. Updated: April 2026.
896,202 professionals have used our research since 2012.