ServiceNow and ManageEngine ServiceDesk Plus compete in the IT service management category. ServiceNow has the upper hand due to its high configurability and wide range of integrations tailored for complex enterprise needs.
Features: ServiceNow is recognized for its high configurability, flexibility, and a variety of built-in functionalities, making it adaptable to custom business requirements with a robust ITIL foundation. Its active community ensures continuous enhancement and relevance. On the other hand, ManageEngine ServiceDesk Plus offers essential ITIL integrations and a user-friendly interface with features like incident management and SLA processing, focusing on simplifying IT service management at a cost-effective price point.
Room for Improvement: ServiceNow needs to address its complex pricing model and improve its documentation for user customization and API functionalities. There's also a need for better clarity around undocumented features. ManageEngine ServiceDesk Plus could enhance integration with other platforms, provide more customization options, and improve onboard asset management capabilities. Simplifying workflow customization and enhancing mobile app functionality are needed improvements.
Ease of Deployment and Customer Service: ServiceNow provides public, private, and hybrid cloud deployment options, adding flexibility for diverse business environments. Despite mixed reviews on direct customer support, its strong community support helps users effectively. ManageEngine ServiceDesk Plus, predominately an on-premise solution, is celebrated for its affordability and customer service but struggles with large-scale enterprise integration unless partnering with other integration service providers.
Pricing and ROI: ServiceNow is known for its feature-rich offering but recognized as having a complex and high-end pricing strategy. Businesses must manage licenses carefully to optimize ROI. ManageEngine ServiceDesk Plus provides affordable pricing, considered attractive for small to medium enterprises, and competes effectively with more expensive rivals while ensuring essential ITSM features are available.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
The return on investment is good when implementing for ourselves and for other clients.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
The support is exemplary and deserves a perfect rating.
I have contacted them four to five times over the past two years, and they have been quite helpful.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
It is capable of vertical scaling with no issues.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
ServiceNow is stable enough.
ServiceNow is already a stable tool.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There is a need for bug or error tracking in ServiceNow.
There are sometimes challenges with the portal being a bit confusing for new users.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
It is not as expensive as ServiceNow, which has a very high cost.
ServiceNow's pricing can be justified if more functionality is required.
The automation capabilities are good, with the workflow being an integral part of it.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation features help resolve issues automatically.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
The most valuable features of ServiceNow for me are its ticketing and reporting capabilities.
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.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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