8 Ratings
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Score 6.7 out of 100
76 Ratings
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Score 8.8 out of 100

Likelihood to Recommend

ManageEngine AssetExplorer

The purchase order module can be very useful if you put a process in place. It is miles ahead of using a spreadsheet or something simple to do purchase orders and track spending.It can be good to keep track of equipment and software you have in house. However it is imperative you have dedicated staff and processes in place to maximize the utility of the software else it can become a white elephant if not implemented properly as it is a complex piece of software that does many things.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

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.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

IT Asset Management

ManageEngine AssetExplorer
5.9
ManageEngine ServiceDesk Plus
Software and hardware inventory tracking
ManageEngine AssetExplorer
6.1
ManageEngine ServiceDesk Plus
License management
ManageEngine AssetExplorer
7.1
ManageEngine ServiceDesk Plus
Asset lifecycle monitoring
ManageEngine AssetExplorer
5.2
ManageEngine ServiceDesk Plus
Contract management
ManageEngine AssetExplorer
7.1
ManageEngine ServiceDesk Plus
Asset relationship management
ManageEngine AssetExplorer
4.1
ManageEngine ServiceDesk Plus

Incident and problem management

ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.7
Organize and prioritize service tickets
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.1
Expert directory
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.4
Service restoration
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.5
Self-service tools
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.1
Subscription-based notifications
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.5
ITSM collaboration and documentation
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.2
ITSM reports and dashboards
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
7.9

ITSM asset management

ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.5
Configuration mangement
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.3
Asset management dashboard
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.0
Policy and contract enforcement
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.0

Change management

ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.9
Change requests repository
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.1
Change calendar
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
9.0
Service-level management
ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.8

Pros

ManageEngine AssetExplorer

  • The asset discovery across the network is great.
  • The periodic scanning and updating of asset status is super valuable.
  • The software discovery is outstanding. Receiving list of installed software helps greatly with license compliance.
Steve P | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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.
Norman Chambers | TrustRadius Reviewer

Cons

ManageEngine AssetExplorer

  • You can fill the database and link it.
  • You can also add assets that aren't connected with the offline script, I would prefer to get a .exe but this import XML works well.
  • All is handled via the web, I would prefer a GUI standalone client.
Jorge Flores | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • Reporting tools; the report features can be a little limited, it can be quite tricky to get the information you want displayed in detail
  • You can set required fields within the ticket template, which should mean the user has to complete them before they can submit the ticket, however this often doesn't enforce correctly
Anonymous | TrustRadius Reviewer

Likelihood to Renew

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

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
Anonymous | TrustRadius Reviewer

Usability

ManageEngine AssetExplorer

No score
No answers yet
No answers on this topic

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
As any other feature-rich software package, starting out with ManageEngine ServiceDesk Plus has a little bit of a learning curve, but it usually doesn't take very long until you can use the basic features. Training new technicians on the use of the software does not take very long, and for users to submit tickets it is as easy as sending an email.
Anonymous | TrustRadius Reviewer

Support Rating

ManageEngine AssetExplorer

ManageEngine AssetExplorer 6.0
Based on 2 answers
It is not a perfect solution. I don't believe it is the best software for some of the components it offers but I do like and appreciate what it does offer. It offers complexity and a range of features for a company to take advantage of if planned and implemented properly.
Anonymous | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.3
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.
Anonymous | TrustRadius Reviewer

Alternatives Considered

ManageEngine AssetExplorer

Altiris is very daunting for users that have never worked with it. AssetExplorer was much easier to use for our team that had no experience with asset management.
Christopher Treece, CISSP | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

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.
Miguel Nuñez | TrustRadius Reviewer

Return on Investment

ManageEngine AssetExplorer

  • Allow us to stay in compliance with licensing requirements. We usually have just the right amount of licenses +2 or 3. We don't have to guess on where we are.
  • Allows us identify older assets and proactively replace them. Reduces downtime.
  • No negative impacts I can think of.
Steve P | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

  • 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).
Anonymous | TrustRadius Reviewer

Pricing Details

ManageEngine AssetExplorer

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

ManageEngine AssetExplorer Editions & Modules

Additional Pricing Details

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$10 Starting Price Per Month

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ManageEngine AssetExplorer
6.1
ManageEngine ServiceDesk Plus
9.3

Likelihood to Renew

ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
6.0

Usability

ManageEngine AssetExplorer
ManageEngine ServiceDesk Plus
8.0

Support Rating

ManageEngine AssetExplorer
6.0
ManageEngine ServiceDesk Plus
9.3

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