Alemba Service Manager vs ManageEngine ServiceDesk Plus

Likelihood to Recommend

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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We use the free version, it allows up to 10 technicians to be added to the system, but that has never been an issue, as we are a small team. The functionality and usability of MESDP are great and can work with larger teams too. It is well suited to be used as a main Ticketing system, and this is not limited to IT only, I am sure other teams that need to keep track and log issues will be able to utilize MESDP without any issues. There is a self-service portal as an option, however, we do not use it as of yet, as there has not been the need for it.If you would need to use the same instance within multiple departments, this may be a bit tricky to achieve, as there is no easy way to limit visibility to tickets from other departments, however, I am sure there is a way around it.

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Verified User

Manager in Information Technology

Retail Company, 501-1000 employees

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Feature Rating Comparison

Alemba Service Manager

ManageEngine ServiceDesk Plus

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Alemba Service Manager

ManageEngine ServiceDesk Plus

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Alemba Service Manager

ManageEngine ServiceDesk Plus

Change requests repository

Change calendar

Service-level management

Pros

Manage service processes
Manage pools
Automate services

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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It is very easy to create business rules that automatically route email tickets to the correct department and apply templates to correctly categorize the incident.
The technician auto-assign function allows email tickets to be fairly apportioned using a round robin technique. We do not cuurently use the load balancing technique which is also available.
It is very easy to bulk edit requests to correct miscatergorization by Analysts. (i.e. Incidents vs. Service Requests)
Coordinating communications and notifying ticket holders when a network or application event is resolved is very simple.

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Norman Chambers

IT Desktop Support Manager

Essex Property TrustReal Estate, 1001-5000 employees

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Cons

Embedded CI (configuration Item) scanner
Reporting and dashboarding engine

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.

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Verified User

Analyst in Information Technology

Paper & Forest Products Company, 1001-5000 employees

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Likelihood to Renew

Alemba Service Manager 8.0

Based on 1 answer

It's performed just how I want it to, so no real complaints really

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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ManageEngine ServiceDesk Plus 6.0

Based on 1 answer

we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better

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Verified User

Manager in Information Technology

Higher Education Company, 1001-5000 employees

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Usability

No score

No answers yet

No answers on this topic

ManageEngine ServiceDesk Plus 8.0

Based on 3 answers

It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.

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Kayla Streeter

Information Technology Administrative Assistant

Capital Region Medical CenterHospital & Health Care, 1001-5000 employees

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Support Rating

No score

No answers yet

No answers on this topic

ManageEngine ServiceDesk Plus 9.6

Based on 5 answers

I have a few issues with MESDP and even though we use the free version, the support staff was very quick to respond and extremely competent and helpful. Luckily, I have only had to use them a couple of times over the 2.5 years I have been using their product, but they strike me as very competent, friendly and helpful, regardless of the version of their product you use.

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Verified User

Manager in Information Technology

Retail Company, 501-1000 employees

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Alternatives Considered

It wasn't my selection, it's been used for more than five years in the current organization.

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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ServiceDesk plus was selected because it had more value over the money spent considering the other options, this software does many things and everything it does it excels. It is snappier, more intuitive and easier to configure once you have a general idea of what you want to achieve. Other than that is also well suited for any range of companies that want to integrate ITSM into their IT process.

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Miguel Nuñez

Corporate Informations and Technology Manager

GB Advisors, Inc.Automotive, 201-500 employees

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Return on Investment

Less management time spent on VMs and virtual environment
Less money spent on compute
Less money spent on servers

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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The tool does not scale well from an ROI perspective. As you add a customer, you must add a new instance, hence a new license.
The tool is probably on the expensive side (34,000 USD per 130 technicians per year).
There is no usage beyond incident, change, and problem management. The CMDB feature is extremely limited and cannot generate additional ROI. There is no knowledge-base or integration with other software (other than ME Desktop Central).

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Verified User

Administrator in Information Technology

Information Technology and Services Company, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Alemba Service Manager Editions & Modules

—

Additional Pricing Details

—

General

Free Trial

Yes

Free/Freemium Version

Yes

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

ManageEngine ServiceDesk Plus Editions & Modules

Edition

Standard	$10.00¹
Professional	$21.00¹
Enterprise	$50.00¹

Starting Price Per Month

Additional Pricing Details

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Rating Summary

Alemba Service Manager

ManageEngine ServiceDesk Plus

Alemba Service Manager

ManageEngine ServiceDesk Plus

Alemba Service Manager

ManageEngine ServiceDesk Plus

Alemba Service Manager

ManageEngine ServiceDesk Plus

Likelihood to Recommend