We compared ManageEngine ServiceDesk Plus and ServiceNow based on our users’ reviews in five categories. After reading all of the collected data, you can find our conclusion below.
Comparison Results: Based on the parameters we compared, ServiceNow is the preferred product. This is because users cannot agree on whether or not ManageEngine ServiceDesk’s service and support team is effective.
"This solution has provided a way to manage request tracking and resolution."
"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."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"It's very easy to customize the tool to your business needs."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"There are a lot of great templates that you can take advantage of."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"Data in reports and dashboards are easily accessible."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"The most valuable feature is that this is a Cloud solution."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"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."
"The service delivery could be improved."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"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 certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"One thing I don't care for is the reporting and the way it functions."
"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."
"It's moving at a very fast pace. It is difficult for developers or engineers to keep up with it. That's the only issue."
"The utilization of AI in ServiceNow needs enhancement."
"The solution’s user interface could be improved and given a better design."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while ServiceNow is rated 8.4. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". ManageEngine ServiceDesk Plus is most compared with JIRA Service Management, Freshservice, BMC Helix ITSM, Zoho Desk and SCSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and BMC Helix Discovery. See our ManageEngine ServiceDesk Plus vs. ServiceNow report.
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