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 #5 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.

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

Buyer's Guide

Help Desk Software

October 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

"The CyberArk integration and setup are really amazing and it helps us to win deals for new projects."

"Just for this use case, we had around 300 tickets coming in every month. We went live last month and the tickets went down to around 80 as of August 20th. While it might touch around 100, over a period of around six months it will become zero because we have not removed all the legacy data. We are just doing it from the go date of when we went live. The target is that it will be zero after three months. So, it's working well."

"The most valuable feature is the task bots because we found that cognitive functionality can be improvised."

"The most valuable feature is the ability to transform data into clusters."

"There are many features of Automation Anywhere that were found to be most valuable like WLM, PDF integration, Advanced Excel Commands, Terminal Emulator and its commands, Interactive Forms building features of A2019 which helped us in developing UI for our front office automation and integrate it with multiple rest APIs."

"We can integration with other APIs, which is a good thing. This helps us with our database integration. For example, we have done an SAP integration, which is great, since SAP has a lot of manual work."

"For us, the features of Automation Anywhere help us scale our automations and standardize our processes."

"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."

More Automation Anywhere pros

"The most valuable feature of ManageEngine ServiceDesk Plus is change management."

"There's no problem with the software."

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

"The workflow automation is the most valuable feature of this solution."

"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."

"ServiceDesk Plus is a game changer in turning IT teams from performing daily fire-fighting tasks to delivering awesome customer service."

"Referring to its on-premises deployment, it is easy to use and easy to deploy."

"The solution overall has been quite stable."

More ManageEngine ServiceDesk Plus pros

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

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

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

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

"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."

"I like the openness of the solution."

"The most valuable feature is the metering capability."

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

More vRealize Business for Cloud [EOL] pros

Cons

"The integration in UiPath is much better. Automation Anywhere's latest version has improved. It's fine but not as good as UiPath."

"I would like to see a technology where they can automatically update or upgrade themselves to the latest version, without having to uninstall the current bot."

"Anything that can be done to increase the stability from a system standpoint in regards to large-scale systems, which are being used by a number of applications, e.g., Salesforce or Workday."

"One way Automation Anywhere can be improved is in ticketing."

"There is room for improvement in the stability of this product."

"They have done a fairly good job on the RPA space, but more and more, the whole cognitive AI space and machine learning are where I see the industry actually going. I'm sure Automation Anywhere is also focused on that topic, but we would like to see more coming down the pipe, as early as possible."

"Attended automation sometimes might go into exceptions, thus we need to monitor it in-between, then check whether it is working properly. This way, we ensure the bot is working properly."

"I never use Automation Anywhere in the attended space because they are bad at that, at least compared to other players like us or UiPath."

More Automation Anywhere cons

"We are deciding to cancel this product and move to Jira because Jira is a much better solution."

"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."

"Offers very limited customizations."

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

"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."

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

"As a partner, their technical support can respond better to the tickets."

"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."

More ManageEngine ServiceDesk Plus cons

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

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

"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."

"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."

"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."

More vRealize Business for Cloud [EOL] cons

Pricing and Cost Advice

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."

"They sell it by license, but if they could charge by case or by interaction, that might be better. Right now, it's expensive when you want to scale or use them for simple processes."

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."

More Automation Anywhere pricing and cost advice

"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."

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

"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."

"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."

"The only issue for us is the pricing, which is quite high in comparison with the competition."

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"ManageEngine ServiceDesk Plus' price is very reasonable."

"ManageEngine ServiceDesk Plus' pricing is reasonable."

More ManageEngine ServiceDesk Plus pricing and cost advice

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

"The product is a cost-effective solution."

"The pricing model is complicated."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

12%

Construction Company

Manufacturing Company

Comms Service Provider

Outsourcing Company

19%

Manufacturing Company

16%

Construction Company

16%

Financial Services Firm

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	564

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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Comparisons

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Blue Prism vs Automation Anywhere

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Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

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Compared 11% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

LiveChat vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

Compared 5% of the time

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ServiceNow vs vRealize Business for Cloud [EOL]

Compared 21% of the time

Serviceaide ChangeGear vs vRealize Business for Cloud [EOL]

Compared 14% of the time

Apptio Cloudability vs vRealize Business for Cloud [EOL]

Compared 14% of the time

BMC Helix ITSM vs vRealize Business for Cloud [EOL]

Compared 11% of the time

Clarity SM vs vRealize Business for Cloud [EOL]

Compared 9% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

October 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

vRealize Business for Cloud [EOL]

October 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: October 2026.

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