ServiceNow and ManageEngine ServiceDesk Plus are both contenders in the IT service management software category. ServiceNow seems to have the upper hand with its flexibility and customization, despite it being more expensive and complex in deployment than ManageEngine ServiceDesk Plus.
Features: ServiceNow offers unparalleled flexibility and customization, allowing businesses to tailor their IT service management solutions extensively. With a dynamic set of tools, it supports adaptation across various applications beyond IT and enjoys strong community support. ManageEngine ServiceDesk Plus, on the other hand, provides core ITIL functionalities with a focus on affordability and ease of use, making it ideal for small to medium-sized enterprises.
Room for Improvement: ServiceNow’s customization options can lead to complications and potential system breaks during updates; additionally, its licensing model is noted as complex and expensive. ManageEngine ServiceDesk Plus could improve its ease of integration with third-party applications, enhance its user interface, and refine its reporting capabilities for better user experience.
Ease of Deployment and Customer Service: ServiceNow operates widely in hybrid and public cloud environments and is supported by a strong community, but its complexity can hamper customer support responsiveness for smaller accounts. Conversely, ManageEngine ServiceDesk Plus, usually deployed on-premises, is praised for ease of implementation and reliable customer service. However, it lacks the expansive cloud deployment capabilities of ServiceNow.
Pricing and ROI: ServiceNow is perceived as costly due to its extensive capabilities and licensing model, yet companies leveraging its full potential often see substantial ROI in operational efficiency and process automation. ManageEngine ServiceDesk Plus offers attractive pricing, particularly for smaller organizations, delivering reliable core IT service management functions, but may not match ServiceNow's ROI for complex enterprises.
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
Thanks to ServiceNow's end-to-end automation, we save five to ten days of cycle time for each invoice.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
ServiceNow offers a great return on investment because it saves us a lot of time and increases the efficiency of team members to complete their tickets and work on the PRBs to solve the root cause.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
They respond to emails based on time zone considerations.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
Whenever we have had issues, they have provided good support, and those issues have never recurred.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
ServiceNow's scalability is very good as it can be deployed in each environment.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
There is a need for bug or error tracking in ServiceNow.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
It is not as expensive as ServiceNow, which has a very high cost.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
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.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
The automation capabilities are good, with the workflow being an integral part of it.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
| Product | Mindshare (%) |
|---|---|
| ServiceNow | 14.2% |
| ManageEngine ServiceDesk Plus | 3.6% |
| Other | 82.2% |
| Company Size | Count |
|---|---|
| Small Business | 32 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
| Company Size | Count |
|---|---|
| Small Business | 55 |
| Midsize Enterprise | 35 |
| Large Enterprise | 171 |
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?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.
ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.
ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.
What are the key features of ServiceNow?ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.
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