ManageEngine ServiceDesk Plus vs vRealize Business for Cloud [EOL] comparison

The compared ManageEngine and Broadcom solutions aren't in the same category. ManageEngine is ranked #4 in HDS , with an average rating of 8.3, and holds a 3.6% mindshare in the category. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 100% of Broadcom users who would recommend it.

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Executive Summary

We performed a comparison between ManageEngine ServiceDesk Plus and vRealize Business for Cloud [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: August 2026).

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Help Desk Software

August 2026

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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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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ThomasMeyer

Solutions Architect and project manager at MIB leipzig

Complete solution for automation, orchestration, and end-to-end lifecycle management

The most valuable feature is automation. With the automation, you can easily and quickly implement it by deploying gnashing on virtual environments. It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems. So automation helps us to do our work quickly and easily. VMware vRealize has standardized systems for doing work after the deployment. First, you have to set up the language on the system itself. Then there are vRealize's orchestration features. You can implement code in your deployment script to do this configuration automatically. So the orchestrator is a beneficial component. With this, you can implement automatic language selection and automated integration. In other systems, you can implement a multi-blueprint or multi-system environment to deploy the entire database environment and applications on this database with one click. The lifecycle manager is also essential. In version 7.5, you must provide a dir example username and password to access the Citrix server and controller. What's more, you have to include this in your script or your code. But in version 8, you can provide the username and password or store them in the lifecycle manager. So then you can pick it up from there. And that's the only location where you have to change the password. You don't have to change it in every script. That's a massive improvement in version 8.

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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

"Even as we were getting into RPA for the first time, I found it easy to understand this tool."

"From the second year onward, ROI is achieved, which is a great thing because year-over-year you are accruing those benefits."

"I'd say the most impactful and heavily or commonly used ability of v11 and A2019 has been the ability to integrate other code types and operations within the process."

"There are ready plugins and connectors to integrate with APIs for common systems like Oracle or Microsoft."

"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."

"The integration is helpful. We have quite a few use cases where we've integrated with Microsoft tools and local record systems, such as SAP and Vertex AI."

"The most valuable feature is the screen recorder, which helps to automate processes easily."

"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."

More Automation Anywhere pros

"This product is our helpdesk solution and we use it for call logging and management."

"It is user friendly, and made it easy to add roles, users, and groups."

"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."

"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."

"I like how it can be integrated and expanded with other ManageEngine products."

"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."

"Overall this is an easy and convenient solution to use."

"I would very much recommend this solution; everybody can go for it, as it is a very easy tool for the technicians as well as for end users and is the best solution."

More ManageEngine ServiceDesk Plus pros

"The product provides excellent daily reports."

"The flexibility of the solution is the most valuable feature."

"Overall, this is a good solution and we have not had any problems, but I can't say that it is perfect because of the issues with the documentation and knowledge base."

"The solution's cost management is very good."

"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."

"I like the integration with other applications or vendors."

"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."

"The most valuable feature is the metering capability."

More vRealize Business for Cloud [EOL] pros

Cons

"Sometimes, the files are getting corrupted and this causes us a lot of trouble."

"The certification exam for AA is not as per the training videos, as the questions are more scenario-based, which makes it very hard for beginners to clear the exam after just tutorial knowledge."

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"Our users would like more online community forums where they can exchange information. I would also like a better way to monitor and manage all the automations we have running within our systems because our CoE governance must be robust so we are always aware of what's happening."

"They want to get more accuracy in handwritten forms, which might take some time."

"There are a number of current tools which can be improved because they have many limitations. Like some better controls in emails, and better support for features in Excel and PDF."

"Replacing the list of search options with voice commands for each item would be great."

"I would like to see extensive OCR capabilities in the next release."

More Automation Anywhere cons

"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."

"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."

"We'd like to have more integration into other platforms."

"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."

"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."

"Request management is not clearly separated from incident management."

"There could be some improvement regarding integration with other platforms like Sharepoint."

"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."

More ManageEngine ServiceDesk Plus cons

"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."

"The pricing model is complicated and would be more predictable if it were simplified."

"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."

"The solution's private cloud is much too expensive."

"The knowledge base is not available for the engineers, which is something that needs to be improved."

"Better integration with other VMware toolsets would be beneficial."

"I would like it if they could provide their customers with more qualified support, like some training videos."

"It's not always easy to find the information you need."

More vRealize Business for Cloud [EOL] cons

Pricing and Cost Advice

"If we count the integrations that we have done with Appian, which is where a lot of our savings is from, we are well over a million dollars in savings. This is from only doing development for about a year and a half."

"The pricing for Automation Anywhere is reasonable."

"Our pricing a year ago was $600 per license."

"It is affordable for us."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"As our team size increases, we may get some more licenses for the tool."

"We have saved a lot of money on taxes based on the stuff that we run."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

More Automation Anywhere pricing and cost advice

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

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

"It is not an expensive solution."

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

"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."

"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."

"It is above average. But it is neither cheap nor expensive."

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

More ManageEngine ServiceDesk Plus pricing and cost advice

"It's expensive, which is one of the problems with this solution."

"The pricing model is complicated."

"The product is a cost-effective solution."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Outsourcing Company

11%

Manufacturing Company

11%

Construction Company

11%

Construction Company

10%

Outsourcing Company

Manufacturing Company

Financial Services Firm

Construction Company

21%

Manufacturing Company

16%

Outsourcing Company

14%

Financial Services Firm

14%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

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Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

August 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

vRealize Business for Cloud [EOL]

July 2026

vRealize Business for Cloud [EOL] report

Download vRealize Business for Cloud [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

VMware IT Business Management Suite, VMware ITBM, IT Business Management Suite, Digital Fuel

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

Broadcom

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

VMware IT Business Management Suite offers in three editions: Standard, Advanced, and Enterprise. VMware IT Business Management Suite provides transparency and control over the cost and quality of IT services. By providing a business context to the services IT offers, IT Business Management helps IT organizations shift from a technology orientation to a service broker orientation, delivering a portfolio of IT services that align with the needs of line of business stakeholders. With benchmarks providing objective evidence, IT Business Management also provides the fact-based approach needed to minimize the cost of IT while maximizing the value IT delivers to its customers. Greater transparency and alignment, and the continuous improvement of IT services they enable, support IT as it seeks to develop competitive advantage through major IT transformation initiatives such as cloud, mobility and data center modernization.

Broadcom

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

Rent-A-Center, SAIC - (Science Applications International Corporation), Tribune Media, iGATE, EMC, Deutsche Telekom, GEFCO, Banca Ifis

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: August 2026.

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