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ManageEngine ServiceDesk Plus vs Samanage comparison

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Executive SummaryUpdated on Nov 3, 2024

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
Sponsored
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
662
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (1st), AI Procurement & Supply Chain (1st)
ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.2
Number of Reviews
71
Ranking in other categories
Help Desk Software (4th), IT Service Management (ITSM) (3rd)
Samanage
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
Help Desk Software (25th), IT Asset Management (18th), IT Service Management (ITSM) (25th), License Management (8th)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
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.
Mostafiz Miah - PeerSpot reviewer
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.
MC
Consult at a manufacturing company with 10,001+ employees
Detects incidents quickly, improves our SLA performance and solves issues faster
We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

Quotes from Members

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

Pros

"Automation Anywhere is one of the most popular RPA vendors offering powerful and user-friendly RPA capabilities to automate the business processes that are performed by humans. AA is a web-based management system that includes a control to run end-to-end automated business tasks for companies."
"One thing I appreciate about Automation Anywhere is that we do not need to run around with multiple platforms, because Automation Anywhere provides an end-to-end solution."
"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."
"Before Automation Anywhere, the insurance companies used to transfer data manually from one app to another, but after introducing them to automation the speed and accuracy have been outstanding."
"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."
"The best part about Automation Anywhere is the easy to use UI. It's very user-friendly. You have everything that you want in front of your eyes. You just have to drag and drop, then build your logic accordingly."
"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."
"Automation Anywhere has a uniqueness with respect to the IQ Bot."
"When comparing ManageEngine ServiceDesk Plus to other solutions it is much easier to operate, manage, create users, and design incident tickets, and overall, everything is very easy."
"The strength is its pricing. It is easy to use."
"The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"We have been able to track issues, get metrics of the technical staff."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"Subscription licensing includes technical support and all the features at no additional cost, and Perpetual licensing requires annual maintenance of about 15% of the initial cost."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."
"The solution has a great filtering feature."
"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
 

Cons

"In A2019 it does not display the exact running status, but rather it displays the previous one."
"They will need much more support, because it is a new thing and it’ll never fail because of productive partners. It will fail if people on the “gemba” don’t adopt it."
"They need to make the solution more robust."
"Right now, we are using a VM with Automation Anywhere installed inside it, but it would be nice if the solution could be used on macOS."
"Automation Anywhere could enhance its services by establishing a local office in our region to provide better support."
"They need to improve the stability of the core functionality. If they keep the core constant and constant, they will continue to thrive."
"The help Automation Anywhere offers during setup isn't great for smaller companies like ours."
"IQ Bot requires a significant improvement for its data detection and data retention, mainly from the previously trained documents: regarding the document's format, layout, data contained within the document, the type of data that needs to be extracted."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The CMDB should have correlation capabilities."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"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 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."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"There are definitely areas for improvement, but so far, so good."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."
 

Pricing and Cost Advice

"Pricing is a bit high when compared to other available tools; however, the tool is worth the cost."
"Automation Anywhere's pricing is significantly higher than other RPA solutions."
"Automation Anywhere is reasonably priced because it can sustain us for a long period."
"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."
"Our annual licensing costs for the entire company are $100,000."
"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."
"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."
"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."
"It is cheaper than the competitors."
"Pricing can always be improved and made more affordable."
"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."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"It is above average. But it is neither cheap nor expensive."
"It is cheaper than its competitors."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"The price of the solution is low. However, it still could be less expensive."
"It is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
14%
Construction Company
11%
Manufacturing Company
11%
Outsourcing Company
10%
Construction Company
10%
Manufacturing Company
8%
Outsourcing Company
7%
Financial Services Firm
7%
Construction Company
17%
Comms Service Provider
9%
Financial Services Firm
9%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business157
Midsize Enterprise81
Large Enterprise558
By reviewers
Company SizeCount
Small Business33
Midsize Enterprise24
Large Enterprise20
No data available
 

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...
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...
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.
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...
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 ...
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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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
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Interactive Demo

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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Samanage and other solutions. Updated: August 2026.
908,834 professionals have used our research since 2012.