ManageEngine ServiceDesk Plus vs N-able MSP Manager comparison

ManageEngine ServiceDesk Plus vs. N-able MSP Manager

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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

Featured Reviews

Venkat Sivaprakash

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.

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Mostafiz Miah

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.

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GeorgeKanellopoulos

CTO at InTTrust SA

Ticketing has helped prioritize support tasks while contract and project management have required better integration and pricing flexibility

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive because it might already be available and I'm not aware of it.I cannot say that N-able MSP Manager dashboard is intuitive, but I don't see any big difference with ManageEngine. From the deployment perspective with N-able MSP Manager, I cannot have higher expectations because it is a SaaS solution, so it was deployed as is from the technical perspective. From the business perspective, the deployment is complex, but I cannot tell you that it is less complex than ManageEngine. The main reason that made me change my mind and proceed with ManageEngine is the availability of add-ons in combination with their pricing.

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Quotes from Members

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

Pros

"It has saved us a lot of hours, manual effort, and we can focus on more important tasks, which helps us with our ROI."

"It is a great company with a great product and support."

"AA has improved our organization in a positive manner."

"From what I have seen with the IQ Bot, it is very impressive and I think it is going to solve a lot of problems that we face right now."

"The benefits we get from automation include faster and more accurate matching, running 24x7."

"What really helps RPA to grow is the cognitive part of it. That's where the product is really good. Initially, it started out as RPA, but now there is a cognitive aspect to it. That's a key value to it."

"We have seen AA bringing immense value to the clients once operational."

"In particular, with our requirements, we have seen reduced dependency on the workforce and we had proper execution of our business process."

More Automation Anywhere pros

"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."

"The most valuable features are project management, change management, and the flow according to the mail chain."

"The solution is interactive and flexible so engineers find it much easier to work with than other tools."

"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."

"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."

"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."

"We now have good visibility of our entire information system."

"The GUI is very good."

More ManageEngine ServiceDesk Plus pros

"At a significantly lower price, I managed to get project management modules, contract management, and CMDB, which were not all available in N-able MSP Manager."

"We are an MSP, and for what we do, we have one centralized dashboard, and even though we're a small IT team, we can manage a ton of clients with a lot of automated processes, even for patch management."

"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."

"This is a premier product and it has been around for a long time."

"I am impressed with the tool's integration with our mail system."

"Don't get scared of the price tag because it's definitely worth it."

"The best advantage for us, since we use all N-able products, is that the MSP portal centralizes everything."

Cons

"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."

"Automation Anywhere needs to have more testing tools to improve the testing portion of the solution."

"I would like a couple more features where I can talk and the line comes up automatically."

"Having better documentation that is more openly available would help. Often, it feels necessary to contact someone or search for documentation that is stored behind a login or in another location. It would be beneficial to have one centralized place for everything."

"There are a lot of things that need to be improved, especially related to the Control Room, but you can develop and scale with this tool very, very fast."

"It does not easily integrate with customized solutions."

"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."

"It would be great if there will be a built-in machine learning model available in the AA, so the developer can directly map it with their task and train the model accordingly."

More Automation Anywhere cons

"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."

"I think asset management took a hit recently."

"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."

"The solution, overall, is expensive."

"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 service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."

"When I think of improvements the first thing that comes to mind would have to be the active management function."

"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."

More ManageEngine ServiceDesk Plus cons

"Comparing the pricing of N-able MSP Manager to ManageEngine, it is a little bit too high."

"I'd like to see a way to import contacts in bulk using an Excel sheet or another import method."

"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."

"There are too many products out there. What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."

"Its reporting is lousy and bad. It is not as good as it should be."

"The tool needs to improve its customization of the user interface."

Pricing and Cost Advice

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"I have heard that Automation Anywhere is expensive."

"We just did a round of price comparison on a global scale and found it's so hard to compare the license prices. But, Automation Anywhere, in general, is on the same price level as the other vendors, a bit lower in some cases."

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."

"It's an ideal pricing model to customize the components based on everyone's needs."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"Our pricing a year ago was $600 per license."

More Automation Anywhere pricing and cost advice

"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."

"The price is much better than other products so pricing is rated an eight out of ten."

"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."

"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 prices are attractive. Customer can use a subscription if they do not have enough budget."

"The platform has good pricing."

"As compared to a lot of systems out there, it is more affordable."

More ManageEngine ServiceDesk Plus pricing and cost advice

"I don't know the exact cost, but I know it's reasonable. Its cost of entry is not bad. I've had other organizations sign up for it. I don't know how much they paid, but it wasn't bad. You charge for every object. You charge for AV, and you charge for servers. There is a charge for everything or every object in that. I know we make money from it, but I don't know what it is."

"Don't get scared of the price tag because it's definitely worth it."

"I would rate the tool's pricing an eight out of ten since it's not the cheapest one in the market."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Manufacturing Company

Construction Company

Financial Services Firm

Computer Software Company

Construction Company

18%

Financial Services Firm

Comms Service Provider

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	152
Midsize Enterprise	82
Large Enterprise	535

By reviewers
Company Size	Count
Small Business	32
Midsize Enterprise	24
Large Enterprise	20

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 needs improvement with N-able MSP Manager?

I don't know if N-able MSP Manager could have some additional features in the future to make it more competitive beca...

What is your primary use case for N-able MSP Manager?

I am deploying it for my company.I inherited an implementation with N-able MSP Manager that was not quite good. I fac...

What advice do you have for others considering N-able MSP Manager?

I use N-able MSP Manager ticketing system.It has helped to prioritize tasks. At the level that I am aware of the prod...

UiPath Platform vs Automation Anywhere

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Product Reports

Download Automation Anywhere product report

Automation Anywhere

June 2026

ManageEngine ServiceDesk Plus

Download ManageEngine ServiceDesk Plus product report

N-able MSP Manager

Download N-able MSP Manager product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

SolarWinds LOGICnow, SolarWinds MSP Manager

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

N-able

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

N-able MSP Manager provides centralized tool integration and ticket management, improving remote access, task scheduling, and file transfers. Features like real-time reporting and Passportal integration enhance performance for MSPs.

N-able MSP Manager supports Managed Service Providers with remote management, patch management, encryption, and network monitoring. It seamlessly integrates with ticketing systems such as RMM Insight and N-central. The SaaS platform ensures automatic updates, and features like automatic ticket creation and time-tracking optimize operations. Some challenges include reporting, agent deployment via Group Policy, and improving customization, particularly in Microsoft environments.

What are the key features of N-able MSP Manager?

Centralized Portal: Enables seamless tool integration and efficient ticket management.
Remote Access: Facilitates easy task scheduling and file transfers without RDP logins.
Real-Time Reporting: Offers network reporting with multi-tenant capability for better decision-making.
Customizable SLAs: Enhances service management tailored to client needs.
Passportal Integration: Provides quick and secure credential access.

What should users evaluate in reviews?

Operational Efficiency: Look for improvements in remote management and integration ease.
Cost-Benefit: Assess functionality versus cost compared to alternatives.
SaaS Advantages: Continuous updates and support without manual intervention.
Task Optimization: Review features like time-tracking and task assignment accuracy.

N-able MSP Manager is often implemented in industries requiring robust remote management and network monitoring. Managed Service Providers leverage its integration capabilities for streamlined operations, while sectors needing complex contract management might encounter translation challenges in technical implementations.

N-able

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Longleaf Systems, ITproMedia, Choice Technology, Halski Systems, Allixo Technologies, Nettech, Concept Technology

ManageEngine ServiceDesk Plus vs. N-able MSP Manager