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

Why PeerSpot?

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: September 2026).

Buyer's Guide

Help Desk Software

September 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

"By combining Automation Anywhere and Appian together, we have been able to build a bot that works with Appian workflows to manage all our employees."

"The tool is a huge time saver. If I want to do something manually, it will take half an hour, but the bot can do the task within minute or seconds. In a day, month, or year, this will be a huge amount of time for me. A reduction to a fraction of seconds will be a big impact."

"With RPA, specifically with Automation Anywhere, it has really helped us engage with those clients and achieve the results that they want."

"The speed of the delivery is its most valuable feature."

"I realized that Automation Anywhere is much easier, more reliable, and has value for money with good and vast customer support."

"AARI allows business users to trigger the bot, so I do not have to schedule everything. This convenience allows users to utilize it as they need. I can set it up to provide users with a form to fill in all required information, and then the bot operates based on those specifications. AARI is very convenient, and that is their biggest selling point."

"It has the ability to tag different components within the automation. We built it to track the ROI and stability of the product."

"We found that Automation Anywhere was the easiest to use, and their offer was much more appealing compared to the other products, so that's why we ended up choosing them."

More Automation Anywhere pros

"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."

"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."

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

"There are a lot of great templates that you can take advantage of."

"The tool is easily configurable and we can make any changes ourselves whenever we want."

"We now have good visibility of our entire information system."

"The automation features in ManageEngine ServiceDesk Plus are what I like the most, particularly the business rules and customization capabilities."

More ManageEngine ServiceDesk Plus pros

"I like the openness of the solution."

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

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

"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."

"The product provides excellent daily reports."

"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."

"This solution has made us aware that we are over-provisioning our virtual machines."

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

More vRealize Business for Cloud [EOL] pros

Cons

"Scaling from small to medium automation works well, but if building out very big applications, sometimes the code can be too lengthy and uncontrollable."

"However, when it comes to the agentic capabilities, there is still a gap where I need to figure out how the token consumption is happening and how my agents are talking with other agents."

"You could improve the tools for reading CSV/Excel, also providing wizards or detailed guides, otherwise, it is quite complex to use them, especially at the beginning."

"While it is easy to develop automation, deploying and running them requires some technical knowledge."

"There was a time when I would have rated it at around fifty-fifty percent, but now Automation Anywhere uses AI for customer support."

"We have still not explored Automation Anywhere to its full potential, so I will restrict myself from commenting on improvement areas at this time."

"Overall improvement is needed for non-technical users who face challenges with how to use it and how to perform more tasks."

"The scheduling is a little difficult at times. Rather than setting up individual instances, it would be really nice if we had the ability to set repetitive jobs easily. Right now, if you want a job to run every 15 minutes, you have to schedule it a lot of times. I'd rather have the ability to just say 'run every 15 minutes.'"

More Automation Anywhere cons

"The UI for the app needs improvement."

"Its reporting could be improved."

"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."

"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."

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

"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."

"Support needs a serious attention. Getting any help is next to impossible."

"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

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

"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."

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

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

"The problem with VMware is the price."

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

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

"At the moment, in the POC, we have a very huge issue because you definitely have to implement a vSphere cluster."

More vRealize Business for Cloud [EOL] cons

Pricing and Cost Advice

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"We purchase on a bot basis. Our costs are approximately $5,000."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"It's the best RPA tool, but the pricing could be improved."

"It is cost-efficient in terms of licensing. I found their support good when I was working for the airline client. However, I hear from my managers here that the support price for Tier 3 or premium is a little higher. That is why we are not going for Automation Anywhere. Its price was okay for our client, but for us, it seems expensive."

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"I would like them to have better license management."

More Automation Anywhere pricing and cost advice

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

"As compared to a lot of systems out there, it is more affordable."

"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."

"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."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"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."

"It is not an expensive solution."

More ManageEngine ServiceDesk Plus pricing and cost advice

"The pricing model is complicated."

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

"The product is a cost-effective solution."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Outsourcing Company

11%

Construction Company

Manufacturing Company

Healthcare Company

Outsourcing Company

22%

Construction Company

19%

Manufacturing Company

14%

Financial Services Firm

13%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
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...

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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?

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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Comparisons

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Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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Compared 21% of the time

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Compared 15% of the time

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Compared 14% of the time

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Compared 10% of the time

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Compared 8% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

September 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

vRealize Business for Cloud [EOL]

August 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: September 2026.

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