ChangeGear Service Desk vs. ManageEngine ServiceDesk Plus

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChangeGear Service Desk
Score 8.0 out of 10
Mid-Size Companies (51-1,000 employees)
Based on the ITIL best practices framework, the SunView ChangeGear product suite improves and streamlines the IT service management lifecycle. By automating IT service management processes, companies gain greater visibility into their IT infrastructure, eliminate system downtime, reduce operational costs, ensure regulatory compliance and improve IT service delivery. SunView Software is a Serviceaide company (acquired August 2021).
$0
Per Seat per Month
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
ChangeGear Service DeskManageEngine ServiceDesk Plus
Editions & Modules
ChangeGear Service Desk
Per Seat per Month
ChangeGear Help Desk
ChangeGear Change Management
ChangeGear Cloud
Per User per Month
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
ChangeGear Service DeskManageEngine ServiceDesk Plus
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
YesNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ChangeGear Service DeskManageEngine ServiceDesk Plus
Top Pros
Top Cons
Features
ChangeGear Service DeskManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ChangeGear Service Desk
6.4
2 Ratings
24% below category average
ManageEngine ServiceDesk Plus
8.9
19 Ratings
9% above category average
Organize and prioritize service tickets6.42 Ratings10.019 Ratings
Expert directory5.01 Ratings9.012 Ratings
Service restoration6.01 Ratings10.014 Ratings
Self-service tools5.02 Ratings8.017 Ratings
Subscription-based notifications6.92 Ratings9.013 Ratings
ITSM collaboration and documentation7.42 Ratings7.015 Ratings
ITSM reports and dashboards7.92 Ratings9.017 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ChangeGear Service Desk
7.5
2 Ratings
9% below category average
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
Configuration mangement7.42 Ratings8.013 Ratings
Asset management dashboard7.01 Ratings9.013 Ratings
Policy and contract enforcement8.01 Ratings9.09 Ratings
Change management
Comparison of Change management features of Product A and Product B
ChangeGear Service Desk
7.3
2 Ratings
14% below category average
ManageEngine ServiceDesk Plus
9.7
15 Ratings
15% above category average
Change requests repository8.52 Ratings9.014 Ratings
Change calendar6.92 Ratings10.010 Ratings
Service-level management6.52 Ratings10.013 Ratings
Best Alternatives
ChangeGear Service DeskManageEngine ServiceDesk Plus
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
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User Ratings
ChangeGear Service DeskManageEngine ServiceDesk Plus
Likelihood to Recommend
9.0
(2 ratings)
9.0
(19 ratings)
Likelihood to Renew
-
(0 ratings)
6.0
(1 ratings)
Usability
8.0
(1 ratings)
8.0
(3 ratings)
Support Rating
-
(0 ratings)
9.0
(3 ratings)
User Testimonials
ChangeGear Service DeskManageEngine ServiceDesk Plus
Likelihood to Recommend
Serviceaide
1. What kind of service-levels are you looking to establish? 2. Are there other programs you are going to be using for other aspects of 'the job?' 3. How many employees are going to be needing access to ChangeGear? 4. Do you want a highly configurable product or something that will come out of the box pre-set? 5. Are you looking to keep track of equipment deployed to the customers you support?
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
ServiceDesk Plus is very easy to configure at the start, and then adjust the categories and rules as the implementation is refined. Its greatest strength is the ability to program without requiring a full time administrator. There is very little jargon involved. Reporting not so much. The canned reports are useful but do not always cover some of the basics. Fortunately, the user groups freely share report definitions so one could springboard from something close to your desired result.
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Pros
Serviceaide
  • Change Control
  • Ease of Use
  • Simplicity
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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Cons
Serviceaide
  • Not sure if this is due to our back end, but ChangeGear Service Desk can sometimes bog down. Speed can always be improved and, while version 6 has been impressive so far, slow downs are still common.
  • Browser compatibility can sometimes be hit or miss. Certain fields would not work on Chrome, so our department has required FireFox. I have not tested 6 on other browsers but hopefully the upgrade has taken care of this.
  • The communications with customers are not easy to sift through. With limited attention spans, seeing a subject line filled with 'gibberish' causes our customers to either delete or leave the message forever unread. Again, not sure if due to our implementation, but I would clean that sort of thing up.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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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Likelihood to Renew
Serviceaide
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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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Usability
Serviceaide
Because it allows me to work in (probably) the most organized way possible. It allows me to collaborate quickly and rather effortlessly with coworkers within my team and other teams in the Technology department. The deduction in rating is due to the issues with speed and browser compatibility. Version 6 has been a revelation but I as always, there's room for improvement.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
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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Support Rating
Serviceaide
No answers on this topic
ManageEngine, A Div of Zoho Corporation Pvt Ltd
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
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Alternatives Considered
Serviceaide
Simpler and easier to implement.
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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Return on Investment
Serviceaide
  • Better Response Time
  • Email Tracking of Tickets
  • Change Control Module Simplicity
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ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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ScreenShots

ChangeGear Service Desk Screenshots

Screenshot of Dashboard - DarkScreenshot of Workspace - Staff daily work spaceScreenshot of Service Catalog - End User ViewScreenshot of Incident grid sorted