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ManageEngine ServiceDesk Plus vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

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

Customer Service

Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
Sentiment score
6.7
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Room For Improvement

Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
Sentiment score
4.9
Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
It would be beneficial to have an option to assign approvals to a user group or a variable.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Scalability Issues

Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
Sentiment score
7.3
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
From an admin point of view, Intune has more features and is easier to manage.
 

Setup Cost

Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
Sentiment score
2.0
SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
 

Stability Issues

Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
Sentiment score
8.7
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
No sentiment score available
SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
The automation capabilities are good, with the workflow being an integral part of it.
SCCM provides remote tool functionality, which is not in Intune.
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
15th
Ranking in IT Service Management (ITSM)
13th
Average Rating
7.0
Reviews Sentiment
5.8
Number of Reviews
26
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.8% compared to the previous year. The mindshare of SCSM is 2.0%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

CarlosPerez7 - PeerSpot reviewer
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
Hossam Hussein - PeerSpot reviewer
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator. Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box. The setup process could be improved. In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Government
24%
Financial Services Firm
11%
Manufacturing Company
11%
Computer Software Company
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

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...
What do you like most about SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools. It also lacks clear future development and improvement from Mic...
 

Also Known As

No data available
System Center Service Manager
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Fibabanka, UMC Health System
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SCSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.