ServiceNow and ManageEngine SupportCenter Plus operate in the IT service management category. Overall, ServiceNow has the upper hand due to its comprehensive integration capabilities and automation features, which enhance operational efficiency, while ManageEngine is favored for its ease of use and affordability for budget-focused businesses.
Features: ServiceNow is notable for its advanced automation tools, robust integration capabilities with third-party applications, and workflow customization, providing enhanced operational efficiency. ManageEngine SupportCenter Plus offers comprehensive troubleshooting tools, user-friendly interface, and customization options, making it adaptable to various organizational needs, particularly with its low entry cost and ease of setup.
Room for Improvement: ServiceNow could improve by simplifying its deployment process, offering more straightforward customer support, and reducing its initial cost for smaller enterprises. ManageEngine may need to enhance its integration capabilities to match ServiceNow, expand its advanced automation options, and diversify its support for larger-scale enterprises to remain competitive in more extensive deployments.
Ease of Deployment and Customer Service: ManageEngine SupportCenter Plus is renowned for its simple deployment process and efficient customer service, ideal for smaller businesses needing quick implementation without complex configurations. In contrast, ServiceNow provides a more complex setup but compensates with extensive documentation and advanced customization support, suitable for organizations needing tailor-made solutions.
Pricing and ROI: ManageEngine SupportCenter Plus offers a cost-effective solution delivering high ROI for smaller enterprises with budget concerns due to its lower initial costs. ServiceNow, despite a higher upfront cost, promises substantial long-term value with its scalability and comprehensive feature set, offering significant ROI over time due to its improved operational efficiencies and capabilities to handle large-scale IT service management needs.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 13.1% |
| ManageEngine SupportCenter Plus | 1.3% |
| Other | 85.6% |
| Company Size | Count |
|---|---|
| Small Business | 55 |
| Midsize Enterprise | 35 |
| Large Enterprise | 166 |
SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
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