ManageEngine ServiceDesk Plus vs SysAid comparison

ManageEngine ServiceDesk Plus

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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Room for Improvement: SysAid's Knowledge Base is outdated, lacks graphical elements, and role-based security is limited.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: February 2025).

ManageEngine ServiceDesk Plus vs. SysAid

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Helped 838,713 peers since 2012

Review summaries and opinions

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

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)

17th

Average Rating

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2025, in the Help Desk Software category, the mindshare of ManageEngine ServiceDesk Plus is 7.4%, down from 7.7% 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

Anil Rao

Vice President Delivery & Operations at Rezilyens

Improved problem-solving and has a user-friendly knowledge base

The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"The self-service portal enhances our company's user experience."

"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."

"We not only handle tickets, but also requests from many departments. All are easy to manage."

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

"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."

"It's a very user-friendly tool with good performance."

"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."

"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."

More ManageEngine ServiceDesk Plus pros

"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 solution can scale."

"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."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"It tracks everything that the technicians are doing. We can account for time and manage resources."

"The simplicity of the solution is excellent."

"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."

More SysAid pros

Cons

"ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow."

"I think asset management took a hit recently."

"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."

"The timing reporting module, and how it's used is a bit difficult to understand."

"The solution does not have an automated approach to integration with other ManageEngine products."

"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."

"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."

"The service delivery could be improved."

More ManageEngine ServiceDesk Plus cons

"There is a learning curve for the users."

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

"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."

"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."

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

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"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."

More SysAid cons

Pricing and Cost Advice

"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."

"Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."

"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."

"The tool's price is okay and in line with other products, maybe even cheaper than some products."

"Cost-wise, we're quite happy."

"ManageEngine ServiceDesk Plus' price is very reasonable."

"It is cheaper than its competitors."

"The licensing is around $10,000 per year."

More ManageEngine ServiceDesk Plus pricing and cost advice

"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."

"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."

"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."

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

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

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Top Industries

By visitors reading reviews

Educational Organization

62%

Computer Software Company

Financial Services Firm

Government

Computer Software Company

15%

Financial Services Firm

13%

University

10%

Retailer

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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Compared 37% of the time

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Compared 29% of the time

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Product Reports

ManageEngine ServiceDesk Plus

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Download SysAid product report

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.

ManageEngine

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

ManageEngine ServiceDesk Plus vs. SysAid