Cherwell Service Management and ManageEngine ServiceDesk Plus both compete in the IT service management software market. While Cherwell excels in customization and integration, ManageEngine stands out for its comprehensive feature set and perceived value.
Features: Cherwell Service Management offers customizable workflows, integration capabilities, and advanced reporting tools. ManageEngine ServiceDesk Plus includes comprehensive ITIL processes, excellent asset management features, and robust reporting capabilities.
Room for Improvement: Cherwell could improve on pricing transparency, user interface enhancements, and quicker deployment. ManageEngine could enhance its scalability, provide more integrations, and simplify complex workflows.
Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus is recognized for its quick deployment and responsive customer service, often contributing to higher user satisfaction. Cherwell's deployment can be more complex, potentially requiring technical expertise, which may affect customer service experiences.
Pricing and ROI: Cherwell typically involves higher initial costs, justified by its customization capabilities which can lead to high ROI. ManageEngine ServiceDesk Plus is more budget-friendly, offering significant ROI through its robust feature set and lower upfront investment.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 5.1% |
| Cherwell Service Management | 1.4% |
| Other | 93.5% |
| Company Size | Count |
|---|---|
| Small Business | 31 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
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