We performed a comparison between ManageEngine SupportCenter Plus and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"We have found the reporting in this product to be very useful."
"You can scale the solution."
"If you stick to the out-of-the-box solution, it's an easy setup."
"It is robust and very user-friendly."
"ServiceNow is a cloud-based platform, so people won't need to worry about investing on hardware to host it. Being on the cloud, it is available 24x7. It's scalable, stable, and multifeatured, with a straightforward setup and good technical support."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"The solution is stable, scalable and easy to use."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"It's actually easy to understand."
"The product is very difficult to use and configure and requires specialists."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"There is no cloud-based version and it would be helpful if it were available."
"The tech support is terrible and that seems to be a part of their business plan."
"The business model for the company is to sell low and charge for customization, education or expertise."
"I would like to see some kind of project management or portfolio management in a future version."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"The visuals are the one area where there is opportunity for improvement."
"Local solutions have lower costs."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"The high price is a huge barrier in Portugal."
"The user interface for accessing assistance sometimes disconnects."
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. ManageEngine SupportCenter Plus is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". 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 SupportCenter Plus is most compared with Zoho Desk and ManageEngine ServiceDesk Plus, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo. See our ManageEngine SupportCenter Plus vs. ServiceNow report.
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