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ManageEngine ServiceDesk Plus vs SCSM comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Number of Reviews
63
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
Number of Reviews
25
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
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…
Hossam Hussein - PeerSpot reviewer
Nov 24, 2022
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.

Quotes from Members

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

Pros

"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"It's very easy to customize the tool to your business needs."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"I like the catalog features and workflow. I also like the knowledge space."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The reporting is very good."
"The solution is quite easy to integrate with other Microsoft products."
"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It is one of the most stable solutions in the market."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
 

Cons

"I think asset management took a hit recently."
"Lacks some flexibility in the configuration of workflows."
"The current MDM is very basic and should be expanded."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"The solution’s reporting could be improved."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"The price of this solution is high and it needs to be cheaper."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Resources for understanding compliance and relative compliance need to be made available."
 

Pricing and Cost Advice

"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."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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 price is much better than other products so pricing is rated an eight out of ten."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"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 pricing is reasonable."
"Licensing can be complex and confusing."
"It is an expensive solution."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The license for SCSM is cheap."
"The platform is competitively priced."
"I would rate the pricing as two out of five."
"It is a lower price vs. other things on the market."
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Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
Government
28%
Manufacturing Company
11%
Financial Services Firm
10%
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 needs improvement with SCSM?
One customer uses another management tool, SiteScope, alongside SCSM. They might be looking for additional functionalities that SCSM could integrate. Thus, the product could include more features s...
 

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