IT Care Center vs ManageEngine ServiceDesk Plus comparison

IT Care Center and ManageEngine are both solutions in the Help Desk Software category. IT Care Center is ranked #40, while ManageEngine is ranked #4 with an average rating of 8.3. IT Care Center holds a 1.0% mindshare in HDS, compared to ManageEngine’s 3.5% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 91% of ManageEngine users who would recommend it.

IT Care Center

Read 7 IT Care Center reviews

1,050 Views
924 Comparison Views

100% willing to recommend

ManageEngine ServiceDesk Plus

Read 70 ManageEngine ServiceDesk Plus reviews

5,620 Views
4,608 Comparison Views

91% willing to recommend

IT Care Center

ManageEngine ServiceDesk Plus

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

ManageEngine ServiceDesk Plus and IT Care Center are competitors in the IT service management space. ManageEngine appears to edge ahead in terms of affordability, comprehensive integrations, and project management capabilities, while IT Care Center is favored for its clear pricing and flexibility appealing to smaller enterprises.

Features: ManageEngine ServiceDesk Plus provides ITIL integration, customizable workflows, and seamless integration with modules like asset management and SIEM tools. It supports versatile administration and comprehensive project management. IT Care Center excels in customized form building, flexible workflows, and robust reporting capabilities tailored for organizational needs.

Room for Improvement: ManageEngine users suggest improved export functions, clearer distinction between incident and request management, and enhanced integration with platforms like SharePoint and Jira. Better reporting and support response times are also desired. IT Care Center needs a modernized user interface, improved mobile responsiveness, and better integration with IT telephony and CRM systems.

Ease of Deployment and Customer Service: ManageEngine offers on-premises, cloud, and hybrid deployment models, and its customer support receives mixed reviews. IT Care Center supports on-premises and cloud deployments with broadly favorable user feedback, though its response times could improve.

Pricing and ROI: ManageEngine is appreciated for competitive pricing and flexible licensing options, though costs can rise with scalability needs. IT Care Center stands out with an all-inclusive pricing model, minimizing surprise expenses and offering a strong ROI by providing access to all modules without hidden fees.

To learn more, read our detailed IT Care Center vs. ManageEngine ServiceDesk Plus Report (Updated: May 2026).

Buyer's Guide

IT Care Center vs. ManageEngine ServiceDesk Plus

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

IT Care Center

Ranking in Help Desk Software

40th

Ranking in IT Service Management (ITSM)

37th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

No ranking in other categories

ManageEngine ServiceDesk Plus

Ranking in Help Desk Software

4th

Ranking in IT Service Management (ITSM)

3rd

Average Rating

8.0

Reviews Sentiment

7.3

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of May 2026, in the Help Desk Software category, the mindshare of IT Care Center is 1.0%, up from 0.1% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 3.5%, down from 7.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Help Desk Software Mindshare Distribution
Product	Mindshare (%)
ManageEngine ServiceDesk Plus	3.5%
IT Care Center	1.0%
Other	95.5%

Help Desk Software

Featured Reviews

Yoram Avraham

Technology and Infrastructure Manager at Colmobil

Simple and quick to implement, easy to use, saves us time and money

This is a very flexible system, which is why I chose the platform. It is flexible with respect to our company processes and workflows, and this is something that is very important to us. The system allows us to configure simple forms and flows, and we use it when new employees are hired, when one transfers from one unit to another, or when one leaves the company. These are the main reasons that I use the functionality of the forms. IT Care Center has very much helped to simplify our IT service management. I have an SLA that commits me to 85% with the company. This platform allows me to provide services at almost 92%. It is very useful from this point of view. This product has helped us to reduce the number of IT tickets because after we have worked on a problem and closed the ticket, we send the user information on what steps we took to solve the problem. With the explanation, a user knows how to deal with the problem if it happens again. The reports also help us to reduce the number of tickets that we have. We look to see what the main reasons are for incidents and look at whether the same problem is recurring. This allows us to fix the problem in basic maintenance, and it has been very successful in helping to reduce the number of related tickets. Using this solution has helped us to reduce costs in two ways, both as a result of having fewer tickets. The first is that we have fewer employees; we have reduced our staff from five people to only three. Second, we have reduced the related hardware costs. We do not need to pay for as many PCs or laptops.

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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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Overall, the solution has helped to simplify our IT service management, with fewer calls giving us more time to work without distraction, better efficiency in the IT department, and cost reductions of 33 percent along with a 30 to 35 percent reduction in the time it takes to manage tasks."

"We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"My advice for anybody who is looking into this product is not to think twice."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"It has reduced our costs by about $15,000 a year."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

More IT Care Center pros

"The solution is interactive and flexible so engineers find it much easier to work with than other tools."

"I like the catalog features and workflow, and I also like the knowledge space."

"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."

"It ensures the tracking of all costs for end-user issues."

"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."

"This solution has provided a way to manage request tracking and resolution."

"Response time for level two and level three questions is very fast."

"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."

More ManageEngine ServiceDesk Plus pros

Cons

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"The UI screens could be a little bit more modern."

"If there is such a feature, it would be very good for us to track how long it takes to resolve issues."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"IT Care Center must improve the UI because it looks old-fashioned all the time."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"The UI screens could be a little bit more modern."

More IT Care Center cons

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

"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."

"The service delivery could be improved."

"The licensing model should be more flexible."

"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."

"The interface is not the best. The user interface could be more intuitive."

More ManageEngine ServiceDesk Plus cons

Pricing and Cost Advice

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"This product is very cheap when compared to other platforms."

"The licensing model is very flexible."

"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."

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

"It is not an expensive solution."

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

"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."

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

"The platform has good pricing."

More ManageEngine ServiceDesk Plus pricing and cost advice

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Top Industries

By visitors reading reviews

No data available

Manufacturing Company

Computer Software Company

Financial Services Firm

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	1
Midsize Enterprise	4
Large Enterprise	2

By reviewers
Company Size	Count
Small Business	32
Midsize Enterprise	24
Large Enterprise	19

Questions from the Community

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

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterprise. The Enterprise edition is the full suite, and the Professional edition has in...

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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 it already covers most ITIL features such as incident, change, problem, service r...

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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 queries about our solutions, and we record those solutions and provide their so...

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Comparisons

ServiceNow vs IT Care Center

Compared 29% of the time

SCSM vs IT Care Center

Compared 17% of the time

ConnectWise PSA vs IT Care Center

Compared 15% of the time

Atera vs IT Care Center

Compared 10% of the time

IBM SmartCloud Control Desk vs IT Care Center

Compared 4% of the time

More IT Care Center Competitors

ServiceNow vs ManageEngine ServiceDesk Plus

Compared 12% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 6% 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

More ManageEngine ServiceDesk Plus Competitors

Product Reports

Buyer's Guide

IT Care Center

May 2026

Download IT Care Center product report

Buyer's Guide

ManageEngine ServiceDesk Plus

April 2026

Download ManageEngine ServiceDesk Plus product report

Also Known As

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

No data available

Overview

IT Care Center enhances IT management through efficient ticket handling, workflow creation, and extensive integrations, enabling customized solutions and promoting self-sufficiency.

Known for its robust features, IT Care Center is ideal for managing IT incidents, requests, and change management. It streamlines workflows for HR processes like onboarding and offboarding, supports project management, and offers dashboards, license management, and monitoring capabilities. With plans for cloud migration, it aims to further enhance deployment flexibility while needing improvements in mobile responsiveness, UI design, SSO integration, and admin resources. Users seek enhanced connectivity with tools such as Teams and Cisco, and the development of a native mobile application for better productivity tracking.

What are the key features of IT Care Center?

Sub-task Listing: Organized task management.
Easy Ticket Management: Streamlined ticket handling process.
Workflow Creation: Customized processes for efficient management.
Tool Integrations: Compatible with tools like Slack.
Custom Forms and Fields: Personalized user configurations.
Reports and Diagnostics: Advanced insight and troubleshooting.
Automation: Enhanced service speed and accuracy.

What benefits or ROI should users evaluate?

Improved Efficiency: Saves time with self-service capabilities.
Reduced Dependencies: Minimizes need for external support.
Data-Driven Insights: Helps in strategic decisions with robust reporting.
Increased Flexibility: Customizable configurations without vendor support.

Industries implement IT Care Center to improve internal customer support and manage IT workloads effectively. It's often deployed on-premises with cloud options being explored to meet evolving business needs, making it suitable for companies managing IT processes, asset tracking, and workforce transitions.

IT Care Center

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

Sample Customers

Information Not Available

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

Buyer's Guide

IT Care Center vs. ManageEngine ServiceDesk Plus

May 2026

Free Report: IT Care Center vs. ManageEngine ServiceDesk Plus

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