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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
637
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
7.3
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 (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

"Automation Anywhere has brought fantastic changes in the process workflows, by automating the maximum number of processes with end-to-end solutions, some of them with 80% of the complete process."
"Automation Anywhere has improved my organization by automating many rule-based and nonjudgmental processes in domains like telecommunications, human resources, financial services, and daily or monthly reporting."
"When it comes to financials, Automation Anywhere has done amazing work in ensuring not only the speed and accuracy of the bot, but also the compliance and error controls through which the bot executes the job at very high satisfaction and tolerance levels."
"It can be used for customer service support, data extraction, data migration, and software installation."
"When our organization switched to Automation Anywhere, the accuracy rate improved and consequently, there has not been much data loss."
"We have been able to reduce our number of FTEs."
"It's pretty simple and non-invasive."
"The ease of use is the most valuable feature. It's very easy to use, so to get started, you don't really need hardcore development skills."
"Give them the chance to implement a demo and put in a short practice and you will see how easy and effective the solution is."
"It is excellent from the service management perspective."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"Overall this is an easy and convenient solution to use."
"This solution has provided a way to manage request tracking and resolution."
"ServiceDesk Plus helps eliminate confusion of what hardware, software, and users are impacted during a DR or scheduled maintenance."
"The tool is easily configurable and we can make any changes ourselves whenever we want."
"I rate the solution a ten out of ten for scalability."
"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."
"We have found the reporting in this product to be very useful."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"Their technical support has been very helpful and is very good."
"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."
"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

"These guys need to build a good team."
"I haven't gone deep in the tool, but so far it looks good."
"The Image Recognition functionality should be enhanced to improve the accuracy of checkboxes."
"Automation Anywhere has a lot of room for improvement. It is not customer-friendly."
"One of the main concerns with Automation Anywhere is the lack of a robust feature for capturing and managing information from the user interface, something competitors like Blue Prism already offer."
"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."
"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."
"Additional features should involve the Cognitive Section where we need more Advance solutions involving ML & AI."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"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."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"As a partner, their technical support can respond better to the tickets."
"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."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"Offers very limited customizations."
"Request management is not clearly separated from incident management."
"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."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
 

Pricing and Cost Advice

"Our licensing costs are setup on an annual basis."
"We were paying approximately $30,000 for a year license."
"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"The solution's pricing is pretty decent."
"It is not cheap, but we are able to get an ROI."
"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."
"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"Cost-wise, we're quite happy."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"The licensing is around $10,000 per year."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"It is not an expensive solution."
"It is above average. But it is neither cheap nor expensive."
"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."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Manufacturing Company
12%
Construction Company
11%
Computer Software Company
7%
Manufacturing Company
9%
Construction Company
8%
Financial Services Firm
8%
Computer Software Company
7%
Construction Company
21%
Comms Service Provider
11%
University
9%
Performing Arts
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business152
Midsize Enterprise82
Large Enterprise535
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: June 2026.
899,283 professionals have used our research since 2012.