ManageEngine ServiceDesk Plus and Microsoft System Center Service Manager (SCSM) compete in the IT service management category. Based on the data, ManageEngine ServiceDesk Plus appears to have the upper hand due to its ease of deployment, cost-effective pricing, and flexible integration capabilities.
Features: ManageEngine ServiceDesk Plus offers integration with modules like asset management and project management, customizable SLAs, and a robust knowledge base. SCSM presents strong integration with Microsoft suites, offering seamless operations and a powerful CMDB, which users find beneficial. It excels in ticketing and reporting features.
Room for Improvement: SCSM needs enhancement in self-service portals, a mobile interface, and customization ease. Report creation could be simpler. ManageEngine ServiceDesk Plus should aim to improve integration, expand customization options, and improve report intuitiveness. It also faces challenges with support ticket handling.
Ease of Deployment and Customer Service: SCSM is mainly deployed on-premises and struggles with limited technical support. The Microsoft support response can be slow. ManageEngine provides flexibility with hybrid and public cloud deployment, offering a simpler deployment process, though their customer support responsiveness could improve.
Pricing and ROI: SCSM's pricing is complicated by bundled systems and add-ons, making it more expensive with potentially high ROI if fully utilized. In contrast, ManageEngine ServiceDesk Plus offers a transparent, cost-effective licensing model with a reasonable ROI, allowing significant savings on manpower and efficient remote operations.
Response times are slow, and engineers often lack the necessary product knowledge.
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.
From an admin point of view, Intune has more features and is easier to manage.
We have not faced any stability issues or challenges with this tool.
The automation capabilities are good, with the workflow being an integral part of it.
SCCM provides remote tool functionality, which is not in Intune.
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.
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