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ManageEngine ServiceDesk Plus vs SolarWinds Service Desk comparison

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Comparison Buyer's Guide

Executive Summary

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)
SolarWinds Service Desk
Average Rating
9.0
Reviews Sentiment
6.5
Number of Reviews
3
Ranking in other categories
IT Service Management (ITSM) (15th)
 

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.
Vaibhav Patkar - PeerSpot reviewer
CISO at Orient Technologies Pvt. Ltd.
Improved service requests and network monitoring have increased efficiency but integration needs work
SolarWinds Service Desk is a recognized product across the world and a dependable product. Kaseya is somewhat dated, and SolarWinds Service Desk has better connectivity in terms of superior integration facilities compared to Kaseya. Additionally, SolarWinds Service Desk offers multiple options within the same tool, including ITSM as well as NOC and network monitoring capabilities. SolarWinds Service Desk has much greater acceptability in the market and a wide range of implementations and integrations with various tools and applications. Life becomes simpler when choosing a standard product, whereas Kaseya may not be as highly regarded in the market. SolarWinds Service Desk may have some flaws, but work is being done to address them. SolarWinds Service Desk is an affordable product. SolarWinds Service Desk is suitable for all customers ranging from small to enterprise. There are some small customers, and the primary usage is within the company itself, and then as customers require it, access can be provided to them.

Quotes from Members

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

Pros

"Automation Anywhere has and continues to help us deliver multiple complex and very complex use cases in record time."
"Error handling plays an important role when you schedule a bot because if you are not physically present and something happens, you need to know what has gone wrong."
"The recording feature accelerates the timeline of your implementation."
"It has saved our HR department time since this process automatically happens without anybody's intervention. Our HR department is able to devote their time to more productive work or activities. It has also saved a lot of costs since every employee in the HR department is involved in the attendance and payroll process. Second, the process is now no more human dependent."
"The features like IQ Bot and Metabot have helped our organization to gain business trust and provide a greater number of unique solutions to our clients for complex projects."
"I have seen a return on investment with Automation Anywhere, as we have achieved a value of 10 million for a single process in one year, helping that team to accelerate more and bring value to the organization."
"The scalability of Automation Anywhere, the framework, and user interface are particularly impressive."
"It is easily understandable and very well structured."
"The management of this application is good."
"The solution has enhanced our ability to manage issues efficiently due to its user-friendly knowledge base."
"ManageEngine ServiceDesk Plus has impacted my organization by standardizing the tribal knowledge, adding great value for our team for the efficiency of the team, and professionalizing the support experience."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"IT request management has improved over the years, and this product supports all process-related IT requests from users and operational management of the IT infrastructure."
"I rate the solution a ten out of ten for scalability."
"The most valuable feature is the ticketing system which is working well."
"The product is extremely user-friendly, and it is easy to build the workflows and electronic forms."
"What I appreciate the most about the product is that, as per the name given, it brings better visibility to the client in terms of their infrastructure, application, and performance."
"SolarWinds Service Desk is a recognized product across the world and a dependable product."
"The solution is very stable."
 

Cons

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."
"The product is not the best that it could be. There is always room to improve it a bit more. They are heading in the right direction with their innovations."
"One area requiring improvement is the debugging process. When I use a multi-structure with conditions to switch from one bot to another, successful debugging of the entire process is not feasible. Each bot has to be debugged individually."
"Certain areas of the user interface require improvement."
"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."
"The workflow has a complex drag-and-drop interface that is not user-friendly and requires a good technical understanding, which can be challenging for users."
"With the automation copilot, if I have any internal tool or application and I want to pass on variables, I don't have it. Maybe the team can work on it to make it more efficient to make it work better across all automations."
"For someone who does not have technical skills, using Automation Anywhere is quite challenging because it is primarily meant for the technical aspect, though it can help with basic data entry tasks, such as invoice processing and other repetitive back office operations."
"In terms of the entire architecture, I find it not so robust."
"They need to be more reactive. They play around the bush to get some time to provide you a proper solution."
"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."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications."
"They could improve the screens."
"Some of the features which are currently available in the cloud version can be made available with the on-premise editions."
"It isn't very stable. Off and on, it has bugs, and that's why they have a lot of releases coming up."
"The only additional features I would like to see in the future, to make it closer to perfection, are intelligent features that are currently being developed on the cloud platform and not on the on-premise model."
"The integration with other applications can use improvement because, for example, it was nearly impossible to integrate SolarWinds Service Desk with monday.com because we had to get an add-on from Zapier."
"The primary concern so far is the integration part because of the APIs; this is the main area of concern."
 

Pricing and Cost Advice

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"We were required to purchase licenses and bot runners, which determined the permissible run times for the bots."
"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."
"It's cheaper than other similar solutions."
"It costs up to $1,200 per license."
"The product starts at $10,000 and then it's up to you regarding how much you can consume."
"I don't deal have cost specifics but I can say it is a tool that provides value for the money."
"The certifications are free of cost."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"ManageEngine ServiceDesk Plus' pricing is reasonable."
"The price is much better than other products so pricing is rated an eight out of ten."
"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."
"It is above average. But it is neither cheap nor expensive."
"As compared to a lot of systems out there, it is more affordable."
"It is not an expensive solution."
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Answers from the Community

Khalid Qureshi - PeerSpot reviewer
Program Architect at Afiniti.com
Dec 9, 2021
Dec 9, 2021
HI @Khalid Qureshi​, There are many products in the market for Asset Management with ITIL-complaint features to manage the complete Asset Life cycle. Like Symphony Summit AI. Manage Engine Service Desk Plus are the ones used by me at many organizations which have delivered the requirement the customers needed in terms of the asset lifecycle, license management, warranty management, etc.
See 2 answers
Shibu Babuchandran - PeerSpot reviewer
Regional Manager/ Service Delivery Manager at a tech services company with 201-500 employees
Dec 9, 2021
HI @Khalid Qureshi​, There are many products in the market for Asset Management with ITIL-complaint features to manage the complete Asset Life cycle. Like Symphony Summit AI.  Manage Engine Service Desk Plus are the ones used by me at many organizations which have delivered the requirement the customers needed in terms of the asset lifecycle, license management, warranty management, etc.
EB
Director of Community at PeerSpot (formerly IT Central Station)
Dec 9, 2021
Hi @Mykola Shved, @Anand Khandelwal and @ManishRajora, can you please chime in with your professional advice?
 

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%
No data available
 

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...
What needs improvement with SolarWinds Service Desk?
The primary concern so far is the integration part because of the APIs; this is the main area of concern. Currently, ...
What is your primary use case for SolarWinds Service Desk?
SolarWinds Service Desk is used for ITSM and network monitoring purposes. The major use cases being utilized are from...
What advice do you have for others considering SolarWinds Service Desk?
I think the pricing of SolarWinds Hybrid Cloud Observability is now comparative and suited to our business model, whi...
 

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
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Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. SolarWinds Service Desk and other solutions. Updated: August 2026.
908,858 professionals have used our research since 2012.