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Featured Review
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.
Quotes From Members

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

Pros
"I like the catalog features and workflow. I also like the knowledge space.""Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that.""The solution offers a lot of opportunities for integrations.""I like how it can be integrated and expanded with other ManageEngine products.""Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB.""The most valuable feature is its ease of use."

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"There are lots of modules around IT service management such as IT business management and human resource management (HRC).""It is easily configurable and has a good developer society online, available for any issues from the backend.""If you stick to the out-of-the-box solution, it's an easy setup.""It's a very low-code platform, and it's simple. The user experience is also really good.""Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile.""The Workflow feature is the most valuable.""I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution.""Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."

More ServiceNow Pros »

Cons
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""The timing reporting module, and how it's used is a bit difficult to understand.""I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product.""ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.""Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement.""I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."

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"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly.""One thing I don't care for is the reporting and the way it functions.""ServiceNow's mobile app should be seamless and it is not right now.""The visuals are the one area where there is opportunity for improvement.""The discovery of assets could be improved; right now they only allow for one domain.""ServiceNow doesn't cater to the Middle Eastern market.""Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task.""Its setup is tough. It takes a lot of knowledge and a lot of experience."

More ServiceNow Cons »

Pricing and Cost Advice
"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.""As compared to a lot of systems out there, it is more affordable.""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.""The only issue for us is the pricing, which is quite high in comparison with the competition.""For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost.""It is cheaper than the competitors."

More ManageEngine ServiceDesk Plus Pricing and Cost Advice »

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM.""The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward.""I know that it's not too bad because people continue to use it and they are happy to renew up their contract.""The price of this solution is expensive.""We are happy with the pricing.""I have found the solution very expensive.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""There are licensing fees."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
Top Answer: Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also… more »
Top Answer: As compared to a lot of systems out there, it is more affordable.
Top Answer: As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about… more »
Top Answer: Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because ServiceNow has a very strong module (Performance Analysis) reporting which will… more »
Top Answer: For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.
Top Answer: For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees.
Ranking
4th
out of 55 in Help Desk Software
Views
6,188
Comparisons
4,758
Reviews
11
Average Words per Review
440
Rating
8.0
1st
out of 55 in Help Desk Software
Views
53,091
Comparisons
33,606
Reviews
58
Average Words per Review
598
Rating
8.1
Comparisons
Learn More
Overview

ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

Features

ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

Incident management: Gain control of your help desk

With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

Problem management: Go beyond firefighting

Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

Change management: Manage changes with precision

Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

Asset management: Track and manage assets with ease

Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

IT project management: Deliver IT projects on time

You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

Purchases and contracts management: Track IT purchases and contracts

Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

Self service portal: Deflect tickets from your service desk

Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

Service catalog: Showcase your IT services

Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

CMDB: Get the bigger picture

ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

Service level agreement: Ensure timely service delivery

Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

Reports: Derive decisions with the right data

Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

Extensions and integrations: Collaborate easily with other IT systems

Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

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

IT Central Station 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.

Offer
Learn more about ManageEngine ServiceDesk Plus
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Sample Customers
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Top Industries
REVIEWERS
Reseller19%
Computer Software Company14%
Government10%
Comms Service Provider10%
VISITORS READING REVIEWS
Computer Software Company27%
Comms Service Provider23%
Government7%
Financial Services Firm5%
REVIEWERS
Financial Services Firm17%
Computer Software Company15%
Healthcare Company10%
Manufacturing Company10%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider15%
Government8%
Financial Services Firm7%
Company Size
REVIEWERS
Small Business39%
Midsize Enterprise29%
Large Enterprise32%
REVIEWERS
Small Business19%
Midsize Enterprise13%
Large Enterprise68%
VISITORS READING REVIEWS
Small Business20%
Midsize Enterprise15%
Large Enterprise65%
Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. ServiceNow and other solutions. Updated: November 2021.
552,027 professionals have used our research since 2012.

ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 12 reviews while ServiceNow is ranked 1st in Help Desk Software with 61 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes "Easy to configure SLAs and generate reports". On the other hand, the top reviewer of ServiceNow writes "Solid, highly scalable, and has got all the features, but needs better reporting, a graphical interface for resource management, and the ability to turn on and off portions of Project Management". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Zoho Desk, SCSM, BMC Helix ITSM and SolarWinds Web Help Desk, whereas ServiceNow is most compared with BMC Helix ITSM, Pega BPM, Microsoft PowerApps, Appian and JIRA Service Management. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.