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

ManageEngine ServiceDesk Plus vs ManageEngine SupportCenter Plus comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Average Rating
8.0
Number of Reviews
63
Ranking in other categories
IT Service Management (ITSM) (4th)
ManageEngine SupportCenter ...
Ranking in Help Desk Software
31st
Average Rating
7.8
Number of Reviews
4
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. The mindshare of ManageEngine SupportCenter Plus is 0.6%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

CarlosPerez7 - PeerSpot reviewer
Mar 15, 2023
Easy to configure and affordable compared to other software options
In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems One of the most valuable features of Service Desk Plus…
SC
Sep 9, 2020
A product that is everything you need once it is developed but it is extremely difficult to work with
The business model for ManageEngine is to rely on low cost as a means to lure customers. Their product does not cost as much as their competitors, but the reason being is they expect you to either pay them or pay somebody who's been educated in their classes to get the job done. It is cheap for a reason, and the reason is their business model. They are appealing to businesses that are bottom dollar businesses. The problem with that business model is that it can build unrest in the development department because the tech crew will not know how to use the tool. Then a boss will tell them to figure it out. It all happens because it is cheap rather than because it solves a problem. Ultimately you are going to either pay more money for a good product in the end or you are going to have people getting frustrated and leaving the company because they could not get the work done. 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. You get locked into finding an SME (Subject Matter Expert) to develop it out for you. One way or another you end up paying more and taking longer to get it done. Our head sysadmin guy was the one that really got into the product first. His feedback was that there was no GUI and everything was pretty much done on the command line. The support stunk because they either did not give you the information you needed or they just did not bother to answer. He had a hard time with it. What I think ManageEngine really needs to add to make the package more valuable are free, automated classes. They will not do it because of the business model. But if they would make it easier to access the training, I think you would see a lot more use of their products.

Quotes from Members

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

Pros

"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The solution is free for up to five users."
"It's very easy to customize the tool to your business needs."
"The most valuable feature is the ticketing system which is working well."
"The ticketing function is very straightforward and easy to use."
"The solution overall has been quite stable."
"It ensures the tracking of all costs for end-user issues."
"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."
"The product is very scalable and stable when used as a help desk once it is built out."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"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."
 

Cons

"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"The solution’s reporting could be improved."
"The interface is not the best. The user interface could be more intuitive."
"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."
"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."
"Lacks some flexibility in the configuration of workflows."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The product is very difficult to use and configure and requires specialists."
"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."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
 

Pricing and Cost Advice

"The price of the solution is low. However, it still could be less expensive."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"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."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"It is cheaper than the competitors."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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."
"ManageEngine products will always be the lowest cost in category as that is part of their business model."
"The licensing fees depend on different criteria, including options and sizing."
report
Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
814,649 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
Ask a question
Earn 20 points
 

Overview

 

Sample Customers

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: October 2024.
814,649 professionals have used our research since 2012.