ServiceNow and ManageEngine ServiceDesk Plus compete in the IT service management space. ServiceNow seems to hold a slight advantage due to stronger user feedback related to its overall capability.
Features: ServiceNow offers sophisticated automation, integration capabilities, and scalable configurations valuable for complex enterprise environments. ManageEngine ServiceDesk Plus is noted for ease of use, straightforward configuration, and effective asset management features, catering well to small to medium-sized businesses.
Room for Improvement: ServiceNow users express a need for reduced complexity in certain modules and a more intuitive approach to setup. ManageEngine ServiceDesk Plus often needs enhanced customization options and improvements in mobile access.
Ease of Deployment and Customer Service: ServiceNow's deployment is complex, needing considerable time for full implementation, although customer service is commendable. ManageEngine ServiceDesk Plus tends to be easier to deploy with responsive support, facilitating quicker setups for smaller enterprises.
Pricing and ROI: ServiceNow typically involves higher setup costs but provides significant ROI for large enterprises with advanced needs. ManageEngine ServiceDesk Plus is cost-effective with low setup costs and suitable ROI for small to medium-sized businesses.
The customer support for ManageEngine could be improved, especially for coverage during the Asia Pacific shift.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
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.
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.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
All necessary features for these activities are included, such as incident management, change management, and problem management.
The automation capabilities are good, with the workflow being an integral part of it.
Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster.
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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