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 3.5% 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: May 2026).

Buyer's Guide

Help Desk Software

May 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

"We've been using a lot of object cloning and screen scraping, but we've also had success with: inbuilt email functionality, some integrations to incorporate heterogeneous systems like Python scripting, etc."

"The most valuable features of this solution are its scalability, security using the credential vault, and ease of use for business."

"We get a significant ROI even though the licensing cost is higher than average. The gains we realize from the initial development make up for it. In the last three years, I estimate we have saved around 2,200 hours of labor. To date, we've saved almost $6 million."

"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."

"We have a close relationship with our account manager and technical support. This relationship makes the difference."

"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."

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

"Tasks or activities that were taking almost six hours a day have been reduced drastically to 30 minutes, which saves time as well as business costs."

More Automation Anywhere pros

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

"It has saved us downtime for project upgrades and saved time for the IT team not having to run around and manually install software."

"The product scales up effortlessly and you can easily add users."

"ServiceDesk Plus stands out due to its ease of implementation."

"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."

"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."

"The management of this application is good."

"It is good, and it meets our needs."

More ManageEngine ServiceDesk Plus pros

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

"The most valuable feature is the metering capability."

"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."

"The most valuable feature is that it allows us to compare the billing between the clouds."

"The product provides excellent daily reports."

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

"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 features I find most valuable about this solution is it helps us to automate all the provisioning activities on the platform."

More vRealize Business for Cloud [EOL] pros

Cons

"With Automation Anywhere, it took us a bit of time to stand it up initially. We tried to do it in a virtual environment, which caused us a bit of headache. It could have been smoother in this aspect."

"A2019 is less stable than the previous versions."

"One area where I think there's an opportunity to do things a lot better is in the analytics function. They do have a concept or product called Bot Insights. It hasn't worked for us. It isn't as plug and play as we were led to believe, which is unfortunate. I can absolutely understand the value, and the demonstrations that I've seen of Bot Insights are sensational. But, we just haven't been able to make it work. We've invested a lot of time and effort trying to make it work to no avail."

"Cost-wise, it should be reduced."

"I could personally use automated testing, which we currently do not have in Automation Anywhere."

"With Oracle and ServiceNow, there seem to be challenges. With SAP, it worked very well."

"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."

"The dashboard has room for improvement."

More Automation Anywhere cons

"The solution’s reporting could be improved."

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

"Its reporting could be improved."

"Feature-wise, the reporting is not quite satisfactory."

"They could improve the screens."

"New features may be introduced as add-ons, which could require additional payments from users to access these new functionalities."

"The CMDB should have correlation capabilities."

"We had issues wherein the software stopped working. We had to re-install the software and configure again. We were unable to import the old data into the new installation."

More ManageEngine ServiceDesk Plus cons

"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."

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

"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."

"I think that the service could be improved by simplifying the pricing model."

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

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

"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."

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

More vRealize Business for Cloud [EOL] cons

Pricing and Cost Advice

"Initially, they charged a premium, but now the rest of the vendors have increased their overall pricing and Automation Anywhere is not that high at this time. It's pretty viable."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"I don't know exactly what the pricing schemes are for the product as this type of negotiation is not my responsibility, but I think the basic pricing comes to $15,000."

"The product’s pricing is reasonable."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"They give us a good deal on the licensing because we bundle and customize things. If you ask to get a bulk business deal, you will receive more benefit. If you take other products from the suite, like IQ Bot, you can also receive a deal on the licensing."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"They're very flexible around pricing and licensing."

More Automation Anywhere pricing and cost advice

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

"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."

"Pricing can always be improved and made more affordable."

"It is cheaper than its competitors."

"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."

"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."

"We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."

"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."

More ManageEngine ServiceDesk Plus pricing and cost advice

"The product is a cost-effective solution."

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

"The pricing model is complicated."

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900,196 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Manufacturing Company

Construction Company

Financial Services Firm

Computer Software Company

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	535

By reviewers
Company Size	Count
Small Business	32
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...

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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...

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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?

Currently, ManageEngine ServiceDesk Plus is a mature solution, and I do not think major improvements are needed, as i...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is to record the day-to-day customer requests and incidents or any...

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Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

June 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

vRealize Business for Cloud [EOL]

May 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: May 2026.

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