ManageEngine ServiceDesk Plus vs SysAid comparison

ManageEngine ServiceDesk Plus

Read 10 SysAid reviews

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90% willing to recommend

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

SysAid and ManageEngine ServiceDesk Plus compete in the IT service management category. SysAid appears to have the upper hand due to its competitive pricing and extensive customization capabilities.

Features: SysAid offers customization from end-user fields to backend integrations. Its BI Analytics module delivers performance insights, and asset management efficiently tracks equipment across locations. ManageEngine ServiceDesk Plus supports robust ITIL integration, seamless project management, and has versatile dashboard capabilities alongside third-party tool integration options.

Room for Improvement: SysAid's Knowledge Base is outdated, lacks graphical elements, and role-based security is limited. ManageEngine ServiceDesk Plus requires improvement in automation and reporting functionalities. Users also seek better external tool integration and more intuitive interfaces. Both solutions could enhance mobile applications and platform connectivity.

Ease of Deployment and Customer Service: SysAid provides options for On-premises and Public Cloud deployment, with mixed tech support experiences. ManageEngine ServiceDesk Plus, supporting similar diverse deployment modes including Hybrid Cloud, stands out with efficient 24/7 customer service.

Pricing and ROI: SysAid is known for competitive pricing, reducing the need for additional licenses and integration costs, providing quick ROI. ManageEngine ServiceDesk Plus also offers flexible licensing, ensuring affordability, with both solutions recognized for delivering good returns on investment.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. SysAid Report (Updated: November 2024).

ManageEngine ServiceDesk Plus vs. SysAid

November 2024

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Helped 824,053 peers since 2012

Categories and Ranking

ManageEngine ServiceDesk Plus

Ranking in Help Desk Software

3rd

Ranking in IT Service Management (ITSM)

3rd

Average Rating

8.0

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

SysAid

Ranking in Help Desk Software

19th

Ranking in IT Service Management (ITSM)

18th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of December 2024, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.9% compared to the previous year. The mindshare of SysAid is 0.7%, down from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software

Featured Reviews

CarlosPerez7

Director of IT at Health Choice Network, Inc.

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.

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Todd Blake

Senior IT Specialist at COMMUNITY HEALTH CONNECTIONS INC

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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Quotes from Members

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

Pros

"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 can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."

"It's stable."

"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."

"It's very easy to customize the tool to your business needs."

"The most valuable feature is the ticketing system which is working well."

"I rate the solution a ten out of ten for scalability."

"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."

More ManageEngine ServiceDesk Plus pros

"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model."

"The solution can scale."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

"I would say the overall flexibility of the product is its most valuable feature."

"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."

"SysAid is more user-friendly, and its configuration is easier than other tools."

More SysAid pros

Cons

"Improvement is needed in the Software Assets Management functionality."

"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."

"There is a limitation when assigning an approval; it has to be a single user."

"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."

"I would like to see a clearer distinction between ManageEngine Cloud, ServiceDesk Plus, and ManageEngine Enterprise. That way, choosing the best one is better informed. Initially, I struggled to understand the difference, but I figured it out later."

"I think asset management took a hit recently."

"They could improve the screens."

"If it could have a tighter integration with Microsoft 365, particularly for email flow, it would be great."

More ManageEngine ServiceDesk Plus cons

"There is a learning curve for the users."

"The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports."

"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."

"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."

"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

"Currently, SysAid does not have a mobile application."

"We would like them to approve the security functionalities, e.g., management security features."

"SysAid has fewer AI features compared to other tools."

More SysAid cons

Pricing and Cost Advice

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"The price is much better than other products so pricing is rated an eight out of ten."

"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."

"It is not an expensive solution."

"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."

"It is cheaper than the competitors."

"The price of the solution is low. However, it still could be less expensive."

More ManageEngine ServiceDesk Plus pricing and cost advice

"We saw our investment back at the end of year one."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"SysAid is a good solution, especially from a pricing perspective."

"The pricing of SysAid is less than its competitors."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

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824,053 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Educational Organization

61%

Computer Software Company

Financial Services Firm

Government

Computer Software Company

15%

Financial Services Firm

11%

Insurance Company

University

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 think it's feasible comparing with other solutions.

What needs improvement with ManageEngine ServiceDesk Plus?

There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable.

What do you like most about SysAid?

SysAid is more user-friendly, and its configuration is easier than other tools.

What is your experience regarding pricing and costs for SysAid?

Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow.

What needs improvement with SysAid?

With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to other tools.

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Product Reports

ManageEngine ServiceDesk Plus

December 2024

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Download SysAid product report

November 2024

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ManageEngine

Overview

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:

Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.

Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.

Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.

Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.

Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.
Control end-user workstations: Trigger software installation and removal on remote workstations from within the management console.

Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.

Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.

Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically.

Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.

Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas.

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.

Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank