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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
6.8
Number of Reviews
666
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 (2nd), 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 (5th), IT Service Management (ITSM) (8th)
ManageEngine SupportCenter ...
Average Rating
7.0
Reviews Sentiment
6.2
Number of Reviews
5
Ranking in other categories
Help Desk Software (28th)
 

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 helped my customers save time and costs, especially in card settlements, where a task that used to take about fourteen days to refund the user now takes the next day or at the same time using Robotic Process Automation."
"Automation Anywhere has a uniqueness with respect to the IQ Bot."
"Automation Anywhere's most valuable features include its end-to-end capabilities within a single platform. It offers desktop automation, unattended automation, a recorder for tasks, and advanced IDP capability, which means that I can handle everything from basic cutting and pasting to advanced use cases. With Automation Anywhere, I don't need multiple other tools to automate end-to-end processes. I only need one additional chatbot tool, assuming conversational AI is part of the solution. If I don't have chatbots, all the capabilities are built into the platform."
"Using IQ Bot, we can extract more data out from the documents that are unstructured."
"I would rate Automation Anywhere a nine out of ten."
"All customers were happy after automating using AA because of the better accuracy, it's easy to develop and manage, and it's easy to manage the orchestrator."
"We can see what the bots are doing when they are working."
"Automation Anywhere has lots of features, some of them are accuracy increases, time consumption reduced, scalability. Automation Anywhere does not require a strong knowledge of programming languages. The dashboard is user-friendly."
"Overall this is an easy and convenient solution to use."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"Its interface is most valuable; it is easy to use, and our customers find it amazing because of that."
"The self-service portal enhances our company's user experience."
"ServiceDesk Plus helps eliminate confusion of what hardware, software, and users are impacted during a DR or scheduled maintenance."
"The workflow automation is the most valuable feature of this solution."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"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."
"When using it predominantly for a help desk solution, it seems like an absolutely fine product."
"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."
"Their technical support has been very helpful and is very good."
"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."
"We have found the reporting in this product to be very useful."
 

Cons

"I would like to have the ability to schedule bots by whichever one is available."
"Overall, I am pretty satisfied with Automation Anywhere. The UI is pretty straightforward. However, the customer service could be improved."
"We'd like to see more AI features."
"We have been looking at processes which can easily transition into a large scale environment, where you can have cloud or hybrid model. However, being a bank, some of our processes are critical and we would like to hold those on-premise. This limits us with our usage of Automation Anywhere."
"AI would enable improved automation and faster training times that would be reduced from one month to one week."
"In the next release, once the bot is triggered, the system should always recognize the active state and not prompt the user to log in again before the bot finishes all of its tasks."
"I would like to have a cloud-based version with support."
"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."
"In terms of the entire architecture, I find it not so robust."
"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."
"One downside to the solution is there are no native integrations between the systems."
"Its reporting could be improved."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."
"I think asset management took a hit recently."
"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."
"ManageEngine SupportCenter Plus could improve on workflow automation features."
"There is no cloud-based version and it would be helpful if it were available."
"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."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"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."
 

Pricing and Cost Advice

"They are already coming out with a community license, which is really good. That's something that I wish to have."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"The pricing of AA is similar to UiPath."
"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."
"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"It's cheaper than other similar solutions."
"Our pricing a year ago was $600 per license."
"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."
"It is above average. But it is neither cheap nor expensive."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The licensing is around $10,000 per year."
"Pricing can always be improved and made more affordable."
"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"The platform has good pricing."
"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
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Outsourcing Company
11%
Construction Company
9%
Manufacturing Company
9%
Healthcare Company
7%
Construction Company
19%
Comms Service Provider
14%
University
9%
Performing Arts
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
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?
The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...
What is your primary use case for ManageEngine ServiceDesk Plus?
My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...
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: September 2026.
915,533 professionals have used our research since 2012.