ManageEngine ServiceDesk Plus vs Samanage comparison

Why PeerSpot?

ManageEngine and SolarWinds are both solutions in the Help Desk Software category. ManageEngine is ranked #5 with an average rating of 8.4, while SolarWinds is ranked #27. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

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Executive SummaryUpdated on Nov 3, 2024

Samanage and ManageEngine ServiceDesk Plus are competing in the IT service management space. ManageEngine ServiceDesk Plus has the upper hand due to its comprehensive feature set.

Features: Samanage is known for its intuitive platform and flexible service catalog with strong integration capabilities. ManageEngine ServiceDesk Plus offers advanced ITIL processes, asset management, and customizable dashboards, making it suitable for large organizations seeking in-depth functionality.

Ease of Deployment and Customer Service: Samanage offers cloud-based deployment, reducing installation times and has effective customer service for quick issue resolution. ManageEngine ServiceDesk Plus, available in cloud and on-premises models, involves a detailed setup process but provides highly rated customer support to streamline deployment and address technical challenges.

Pricing and ROI: Samanage is noted for its cost-effective pricing model and quick return on investment due to lower initial setup costs, appealing to small and medium-sized businesses. ManageEngine ServiceDesk Plus may involve higher upfront costs, but its extensive features deliver significant ROI over time, especially for enterprises seeking customization and scalability.

To learn more, read our detailed ManageEngine ServiceDesk Plus vs. Samanage Report (Updated: November 2026).

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Samanage

November 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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Meechai C.

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.

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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 UI is very user-friendly, even for someone who doesn't have much coding knowledge."

"We've been using a lot of object cloning and screen scraping, but we've also had success with: inbuilt email functionality, some integrations to incorporate heterogeneous systems like Python scripting, etc."

"Document automation has indeed been beneficial in handling large volumes of documents in our organization, where we process product-related data sheets that range from 80 to 120 pages, efficiently extracting data that would take a human several hours to read manually."

"In my case in particular, I come from a business background, not an IT background. So, it sort of speaks for itself that I was able to pickup its functionality and how it works. In the space of two years time, I've gone from a junior developer to a senior specialist. So, it really speaks for itself in terms of being user-friendly."

"Automation Anywhere has and continues to help us deliver multiple complex and very complex use cases in record time."

"I would rate this solution a ten out of ten."

"The initial deployment is not difficult at all for someone doing it for the first time."

"Visual development tools help organize automation steps, while reusable workflows can simplify the implementation of repetitive tasks."

More Automation Anywhere pros

"It offers robust project management capabilities. You can create projects, define staging environments, and set rules and regulations according to organizational standards."

"This product helps us with tracking customer queries and managing the issues effectively."

"While I see the normal features of a ticketing system in ManageEngine ServiceDesk Plus, a good workflow engine is definitely present."

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

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

"ServiceDesk Plus helps eliminate confusion of what hardware, software, and users are impacted during a DR or scheduled maintenance."

"The tool's most valuable feature is task creation. The tickets get timestamps as well."

"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."

More ManageEngine ServiceDesk Plus pros

"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."

"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."

"The solution has a great filtering feature."

Cons

"With Automation Anywhere, it took us a bit of time to stand it up initially. We tried to do it in a virtual environment, which caused us a bit of headache. It could have been smoother in this aspect."

"Integration with other platforms may prove to be very interesting for us and others."

"I attended and successfully completed the certification for the Document Automation Masterclass. For this, we tried to automate handwritten documents, but it was not successful. I believe there is room for improvement. This was the only use case we had in the last couple of months where we attempted this and did not get the desired results."

"I would like to see more stability around scheduling a bot to run headless."

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources. It consumes a lot for computing power. We have seen multiple instances where computers or the client has crashed because of this particular problem. Automation Anywhere can improve this a lot."

"As a solution, it could have been easier to use than in the current state."

"There is a limitation with Automation Anywhere where if you want to build your own packages and deploy them, it is very difficult."

"Business processes are more complex and require experts to be brought in to automate."

More Automation Anywhere cons

"There is a limitation when assigning an approval; it has to be a single user. It would be beneficial to have an option to assign approvals to a user group or a variable."

"We were unable to load tickets from the previous platform to the new platform, to transfer the database of tickets and that was a problem for us."

"I want friendly training courses without their ITSM ServiceDesk Plus."

"The current MDM is very basic and should be expanded."

"They're not perfect and could use some improvement in their responsiveness and knowledge of individual issues."

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

"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."

"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 setting up process is not quite easy. It's quite difficult."

"There are definitely areas for improvement, but so far, so good."

"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."

"The system shuts down about once a month which is frustrating."

Pricing and Cost Advice

"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."

"I have heard that Automation Anywhere is expensive."

"If you look at the capital expenditure, Automation Anywhere is number two to UiPath. But if you take a long-term view, on a scalable model of a large number of bots coming out, it slowly goes on to become the costliest tool. There is something they can do about that. The capital expenditure goes out right at the point of buying the tool. For Automation Anywhere, I would need to spend $20,000. UiPath can give me something for $6,000, while Blue Prism will come in at $300,000."

"Annually, we are paying almost one million reais."

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"This solution costs approximately $3,500 USD per license."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

More Automation Anywhere pricing and cost advice

"It is cheaper than the competitors."

"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."

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

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"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."

"It is above average. But it is neither cheap nor expensive."

"The licensing is around $10,000 per year."

"It is not an expensive solution."

More ManageEngine ServiceDesk Plus pricing and cost advice

"It is expensive."

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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

Construction Company

16%

Comms Service Provider

14%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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...

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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

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

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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ServiceNow vs ManageEngine ServiceDesk Plus

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 4% of the time

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ServiceNow vs Samanage

Compared 10% of the time

Freshservice vs Samanage

Compared 9% of the time

SolarWinds Service Desk vs Samanage

Compared 5% of the time

Folder HelpDesk vs Samanage

Compared 3% of the time

ENSO AI vs Samanage

Compared 3% 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

Help Desk Software

October 2026

Download Samanage product report

Also Known As

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

No data available

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

SolarWinds

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

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

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

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Samanage

November 2026

Free Report: ManageEngine ServiceDesk Plus vs. Samanage

Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. Samanage and other solutions. Updated: November 2026.

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