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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
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
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 (26th)
 

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

"It is easy to use and developer-friendly. The development time is very short. If any system needs to be changed or any functionality needs to be incorporated to any of the technology, it usually will be a long process, like months. With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly. With some of our use cases, we were able to deliver within the time frame of two to three weeks, which is the biggest plus with this tool."
"Automation Anywhere consistently ranks at the top, matching our vision and strategy for implementing transformative solutions."
"It is highly accurate and gets up and running in a very short period of time."
"The application replaced about three employees for the OFAC verification processes, thus eliminating the need to hire more people for those tasks."
"The ease of use of the application is very smooth for us, and coming from a finance and business background, I did not have any challenges using the application."
"We are trying to do about 100 automated processes this year, and I have confidence that the solution is able to cater our needs."
"It's really easy to use. We have a number of people at our firm who are now certified RPA developers that had no development background. They did that just by the online training in some cases. In some cases, it was the online training, as well as a three day class that we brought in-house and had taught."
"V.11 has three different recorders but A2019 Automation Anywhere created an all-in-one recorder called Universal recorder which more reliable to use."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"Our experience with the product is as follows: Initial deployment and additional customization with logical application: Reliable."
"I like how it can be integrated and expanded with other ManageEngine products."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."
"Referring to its on-premises deployment, it is easy to use and easy to deploy."
"The strength is its pricing. It is easy to use."
"Response time for level two and level three questions is very fast."
"It is good, and it meets our needs."
"The product is very scalable and stable when used as a help desk once it is built out."
"Their technical support has been very helpful and is very good."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"ManageEngine SupportCenter Plus works fine as a help desk software and is relatively inexpensive."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"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."
 

Cons

"Technical support is not very good and they sometimes promise what they cannot deliver. They promised us that they would implement multitrigger and according to sources delivery of that functionality is not in their plans."
"I would suggest going with Microsoft Power Automate rather than Automation Anywhere because Power Automate's cloud flow is easier to use."
"Automation Anywhere could add more tools to track the processes and ROI, so we can get a better understanding of the cost savings and compliance. We heavily track those metrics and make them available to the leadership for review."
"The older versions, like version 8 and 9, were not very stable."
"Pricing with respect to the competitors is more."
"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."
"Automation Anywhere is expensive. They should consider lowering the price to make Automation Anywhere more affordable to SMEs, which comprise a huge segment."
"I have experienced the issues of UI getting stuck. There seems to be an issue with server stability. This is something that can be better."
"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."
"The licensing model should be more flexible."
"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."
"The product's asset management tool needs improvement."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"The current MDM is very basic and should be expanded."
"They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"I would like to see some kind of project management or portfolio management in a future version."
"The business model for the company is to sell low and charge for customization, education or expertise."
"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."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"The product is very difficult to use and configure and requires specialists."
"There is no cloud-based version and it would be helpful if it were available."
"The tech support is terrible and that seems to be a part of their business plan."
 

Pricing and Cost Advice

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."
"Whatever investment, licensing, and resource costs together are put in for development and delivery, we are still at an ROI of 250 percent."
"They are already coming out with a community license, which is really good. That's something that I wish to have."
"Overall, the pricing of Automation Anywhere is good."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"We have saved time and money using this solution."
"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."
"Our costs are approximately between $5,000 to $10,000 per license."
"It is cheaper than the competitors."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"Cost-wise, we're quite happy."
"As compared to a lot of systems out there, it is more affordable."
"The platform has good pricing."
"The price of the solution is low. However, it still could be less expensive."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"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
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Construction Company
9%
Manufacturing Company
9%
Financial Services Firm
8%
Computer Software Company
7%
Construction Company
21%
Comms Service Provider
10%
Performing Arts
10%
Retailer
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
By reviewers
Company SizeCount
Small Business33
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: June 2026.
902,588 professionals have used our research since 2012.