ManageEngine ServiceDesk Plus vs Serviceaide ChangeGear comparison

Why PeerSpot?

ManageEngine and Serviceaide are both solutions in the IT Service Management (ITSM) category. ManageEngine is ranked #6 with an average rating of 8.4, while Serviceaide is ranked #23. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and ManageEngine ServiceDesk Plus compete in the IT service management market. ManageEngine ServiceDesk Plus holds the advantage with its superior feature set.

Features: Serviceaide ChangeGear offers change management capabilities, customizable workflows, and scalable architecture. ManageEngine ServiceDesk Plus provides comprehensive IT management features, asset management, and robust integration options.

Room for Improvement: Serviceaide ChangeGear could improve in integration capabilities, advanced reporting features, and user interface design. ManageEngine ServiceDesk Plus could enhance its customer support responsiveness, dashboard customization, and flexibility in some modules.

Ease of Deployment and Customer Service: Serviceaide ChangeGear stands out for its easy deployment process and responsive customer support. ManageEngine ServiceDesk Plus supports both on-premises and cloud deployments, offering flexibility, though support responsiveness varies.

Pricing and ROI: Serviceaide ChangeGear is cost-effective with a lower initial setup cost, providing solid ROI. ManageEngine ServiceDesk Plus has higher upfront costs but delivers long-term value with its feature set, justifying the investment.

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

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Serviceaide ChangeGear

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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"AA has improved our digital strategy extensively and provided the required leverage to place ourselves above other peers in the O&G Industry. We were able to develop quick digital solutions by demonstrating the ROI and gain momentum by aligning the desired resources & budget from leadership."

"WLM & Device Pool, where multiple devices perform the same thing parallel and complete the tasks at the same time. The credential manager for security is one of the most valuable features for storing credentials and providing security between the developer usage and future maintenance where passwords expire every 90 days."

"It automates forms for our customers and our analysts."

"It's pretty simple and non-invasive."

"The Control Room is the most valuable feature. This is where I can schedule a task. It runs 24/7, so it's a great feature that I love. If we are not in office, we can schedule something and leave, then the bot will run at the scheduled time."

"The primary use case is automation of processes for people services, such as data management of the employees, and financial processes, like reporting, financial reporting, and month-end closing activities."

"The recorders are highly beneficial when automating web scraping or web automation tasks."

"We have a lot of clients who use AA bots in their own process. Automated that are automated require less human input. AA bots save lots of time, increase efficiency, deliver accurate output, and provide consistency which improves the overall function of processes in different domains."

More Automation Anywhere pros

"The solution allows you to solve certain problems by categorizing the technicality of the problem and to prioritize critical issues."

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

"Even though I haven't been able to test other products and I've used a very old version of ManageEngine, I still think it met our requirements and that it has everything that we need to work as an IT department."

"The solution is user-friendly and has all the features we need; it is very effective in its operation."

"SD+ is definitely a good and flexible ServiceDesk tool which can even be broadly used in larger organizations."

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

"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."

"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."

More ManageEngine ServiceDesk Plus pros

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"The ability to add Additional Information Screens on the fly."

"This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

"It’s provided self-service and automation, notifications, and reporting, and it’s good on a day-to-day and macro perspective."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"This is really easy solution to scale up and get get going to add new catalog items."

"It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7."

More Serviceaide ChangeGear pros

Cons

"The main request I have for Automation Anywhere is to focus more on technical demonstrations."

"It is not as easy to implement as advertised. It is difficult across the board. It is difficult for technical and non-technical users."

"I would suggest adding more fields while calling in API. There is no option to generate Authentication token within the Bot."

"In the next release of this solution, I would like to see a plug-and-play tool for NLP programming."

"It would be great if they could do more third-party Salesforce integrations into the RPA side, which would be helpful."

"Some of the biggest improvements they can make are with the interface. It can be improved in terms of usability or searching for something. For example, icons are hard to find. Typically, you jump into the search box, but being able to go in and find things quickly with the eye could be very valuable."

"They want to get more accuracy in handwritten forms, which might take some time."

"The Automation Anywhere community is less active than the UiPath community, which is a downside. When I ask questions in the Automation Anywhere community, responses take a longer time."

More Automation Anywhere cons

"The UI for the app needs improvement."

"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."

"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."

"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."

"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."

"Feature-wise, the reporting is not quite satisfactory."

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

"The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and manual patching, along with the rigid reporting engine and clunky analytics."

More ManageEngine ServiceDesk Plus cons

"Usability for IT analysts could be improved."

"It loses points because it’s not GUI enough, too code-y."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"We have been seeing a little bit of latency here and there, but we haven't been able to identify it."

"Flexibility to customize."

"Importing data with relations is difficult and could be better."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

"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."

"The licensing cost for Automation Anywhere is high."

"Our annual licensing costs are about $500,000."

"Our licensing costs are setup on an annual basis."

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

"Automation Anywhere is expensive."

"It's an ideal pricing model to customize the components based on everyone's needs."

More Automation Anywhere pricing and cost advice

"ManageEngine ServiceDesk Plus' pricing is reasonable."

"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."

"The price of the solution is low. However, it still could be less expensive."

"It is cheaper than the competitors."

"It is not an expensive solution."

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

"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."

More ManageEngine ServiceDesk Plus pricing and cost advice

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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

20%

Comms Service Provider

12%

Outsourcing Company

10%

Financial Services Firm

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

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	11

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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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

IT Service Management (ITSM)

October 2026

Download Serviceaide ChangeGear product report

Also Known As

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

No data available

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

Demo not available

Serviceaide

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

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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

Oakwood Systems Group

Buyer's Guide

ManageEngine ServiceDesk Plus vs. Serviceaide ChangeGear

November 2026

Free Report: ManageEngine ServiceDesk Plus vs. Serviceaide ChangeGear

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

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