Top Rated
136 Ratings
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Score 7.9 out of 100
68 Ratings
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Score 8.7 out of 100

Likelihood to Recommend

ConnectWise Automate

We heavily rely on it's automation and ability to run script for pushing additional tools and fixes to client end points. However, creating scripts is not particularly intuitive. We have only 1 person on staff that can setup scripts, and we have to use an outside vendor for more advanced work. We recently started using AutoElevate to handle UAC, and we have a script that allows us to push it to new client end points easily.
Erik Metzler | 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

Monitoring Tasks

ConnectWise Automate
8.4
ManageEngine ServiceDesk Plus
Remote monitoring
ConnectWise Automate
8.5
ManageEngine ServiceDesk Plus
Network device monitoring
ConnectWise Automate
7.6
ManageEngine ServiceDesk Plus
Multiple Server Monitoring
ConnectWise Automate
8.7
ManageEngine ServiceDesk Plus
Multi-device monitoring
ConnectWise Automate
8.7
ManageEngine ServiceDesk Plus
Automated alerts and notifications
ConnectWise Automate
8.6
ManageEngine ServiceDesk Plus

Management Tasks

ConnectWise Automate
8.3
ManageEngine ServiceDesk Plus
Patch Management
ConnectWise Automate
8.2
ManageEngine ServiceDesk Plus
Service configuration management
ConnectWise Automate
8.2
ManageEngine ServiceDesk Plus
Software and hardware inventory
ConnectWise Automate
8.7
ManageEngine ServiceDesk Plus
Policy-based automation
ConnectWise Automate
8.1
ManageEngine ServiceDesk Plus

Reporting

ConnectWise Automate
7.8
ManageEngine ServiceDesk Plus
Performance data reports
ConnectWise Automate
8.3
ManageEngine ServiceDesk Plus
Customizable reporting
ConnectWise Automate
8.5
ManageEngine ServiceDesk Plus
Data visualization
ConnectWise Automate
7.7
ManageEngine ServiceDesk Plus
Risk analysis
ConnectWise Automate
6.8
ManageEngine ServiceDesk Plus

Security

ConnectWise Automate
7.9
ManageEngine ServiceDesk Plus
Data backup and recovery
ConnectWise Automate
6.8
ManageEngine ServiceDesk Plus
Antivirus and malware management
ConnectWise Automate
8.0
ManageEngine ServiceDesk Plus
Adinistraor access control
ConnectWise Automate
8.8
ManageEngine ServiceDesk Plus

Incident and problem management

ConnectWise Automate
ManageEngine ServiceDesk Plus
8.2
Organize and prioritize service tickets
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.9
Expert directory
ConnectWise Automate
ManageEngine ServiceDesk Plus
7.5
Service restoration
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.9
Self-service tools
ConnectWise Automate
ManageEngine ServiceDesk Plus
7.9
Subscription-based notifications
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.2
ITSM collaboration and documentation
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.8
ITSM reports and dashboards
ConnectWise Automate
ManageEngine ServiceDesk Plus
7.1

ITSM asset management

ConnectWise Automate
ManageEngine ServiceDesk Plus
7.4
Configuration mangement
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.9
Asset management dashboard
ConnectWise Automate
ManageEngine ServiceDesk Plus
7.0
Policy and contract enforcement
ConnectWise Automate
ManageEngine ServiceDesk Plus
6.2

Change management

ConnectWise Automate
ManageEngine ServiceDesk Plus
8.6
Change requests repository
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.9
Change calendar
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.2
Service-level management
ConnectWise Automate
ManageEngine ServiceDesk Plus
8.6

Pros

ConnectWise Automate

  • Desktop sharing / view with chat to the operator, file sharing and pass-through for keyboard strokes
  • Computer/server monitoring with thresholds and warning
  • Search - tracking down computers when you have many by name, logged in user, IP
  • End user ticket raising is built into the tray icon which make access really easy
Anonymous | 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

ConnectWise Automate

  • They have conflicting scheduling paradigms. When scheduling patching for clients, the 1st Friday is interpreted as the very first Friday of the month, even if this is the 1st of the month. For scripting, the 1st Friday of the month is interpreted as the 1st Friday of the 1st FULL WEEK of the month. This makes no sense to have two different interpretations, and makes it unreliable to schedule recurring scripts to fall when recurring maintenance does. The scripts need to be done manually because of this.
  • There is no way to dictate reboot orders for patch policies. This tied directly in with my first point. We have some clients that require reboot orders. This is not possible without having different patch policies for each server and specifying a time this way. But, there aren't small enough increments of time to make this reliable, plus patching duration might vary. Excluding reboots with patching and scheduling reboot scripts fixes this. However, this can't be done once on a recurring schedule due to the different scheduling paradigms already discussed. We have to schedule these manually each month.
Adam Friedli | 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

ConnectWise Automate

ConnectWise Automate 8.0
Based on 3 answers
Support and the Speed of supporting the latest technology is the main reason for not giving this a 10. But the product is powerful and flexible. The best way that I can sum it up is "You can get out of it what you put in to it"
Jack Skinner | TrustRadius Reviewer

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

ConnectWise Automate

ConnectWise Automate 3.2
Based on 3 answers
The UI is pretty confusing. There are Right-clicks, ctrl+clicks, Shift clicks, it's all very convoluted. With the latest gussying up, it's now arguably prettier, but very slow... I dread using it now...
Scott Sanford | TrustRadius Reviewer

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

Performance

ConnectWise Automate

ConnectWise Automate 3.0
Based on 8 answers
It used to be great, but then they broke reporting, speed and responsiveness with version 11 and the new Patch Manager. It's really bad and their support people are way behind on fixing so many bugs. They have really gone downhill. If they don't get it together soon, we'll start looking around.
Ian Hansen | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Support Rating

ConnectWise Automate

ConnectWise Automate 8.2
Based on 26 answers
ConnectWise Automate lets you manage more endpoints, with enhanced productivity and improved service, all without increasing expenses.It can manage patches and updates across thousands of computers. We also use it for customized monitoring and alerting on workstations and servers. Monitoring is really robust and granular. It does a great job of gathering a TON of data about the network, and that data is searchable. There are a bunch of different reports built in. Integrates with Manage, Control, and other applications. It does a ton of stuff out of the box, and has endless customization options.
Asfer Bin Saleh | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

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.
Anonymous | TrustRadius Reviewer

Online Training

ConnectWise Automate

ConnectWise Automate 7.1
Based on 2 answers
LabTech online training is very very thorough in training and helping individuals understand the theory and practical side of using a Remote Monitoring & Management. The training has multiple methods of explaining each section which helps to re-enforce everything about the Training Modules. I have had some Engineers lose their interest after a number of modules because they said that it was too much, that was too similar. I've found that the training is tailored towards a technical background but the Sales training does help NON technical individuals familiarize themselves with the Remote Monitoring and Management components and how it relates to Managed Services.
Carson Hagan, ITILv3 | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Implementation Rating

ConnectWise Automate

ConnectWise Automate 7.3
Based on 2 answers
Start small and learn the in's and out's before making policies and rolling things out company wide. Ask the questions of why if you don't agree with something or your company does things a different way. Usually they are done a certain way for a reason. Start simple with roll out and slowly enable or add on the functionality that is needed.
Jack Skinner | TrustRadius Reviewer

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

Alternatives Considered

ConnectWise Automate

The Continuum RMM is very simplistic in comparison to Automate. The scripting engine in Continuum doesn't compare at all with the scripting in Automate. Continuum has a single level of agent grouping (all agents for a client are in a single group). For clients that have 100's of endpoints across many locations this gets messy. In Automate, you can create 'sites' under each client and move systems into them to not only organize, but to allow running of scripts on those groups.Unlike Continuum, Automate allows you to dynamically add systems to groups. Each group can be configured to run certain scripts, perform tasks or monitor for something specific. An example would be servers with SQL server. You could add these to a group based on SQL being installed and then monitor for specific SQL related events. The remote control in Automate has proven to be much faster and more reliable than LogMeIn that is used in Continuum.
David Wertz, CHSP | 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

ConnectWise Automate

  • We found we were able to provide good monitoring of our customers sites which was an objective. However, that came at a significant time investment that never seemed to be finished.
  • We were able to negotiate a price that worked for us for an up-front purchase which was nice.
  • We found the pricing to be very competitive.
  • Bottom line for us was despite the pros of the product, we found other RMM solutions to be a better overall "value" due to not having to dedicate technicians to maintaining the product.
Anonymous | 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

Screenshots

ManageEngine ServiceDesk Plus

Pricing Details

ConnectWise Automate

General

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

ConnectWise Automate Editions & Modules

Edition
Implementation Fee$700
Agents$1.00-$6.002
  1. per month/per agent
Additional Pricing Details

ManageEngine ServiceDesk Plus

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
  1. Starting Price Per Month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

ConnectWise Automate
8.5
ManageEngine ServiceDesk Plus
8.9

Likelihood to Renew

ConnectWise Automate
8.0
ManageEngine ServiceDesk Plus
6.0

Usability

ConnectWise Automate
3.2
ManageEngine ServiceDesk Plus
8.0

Performance

ConnectWise Automate
3.0
ManageEngine ServiceDesk Plus

Support Rating

ConnectWise Automate
8.2
ManageEngine ServiceDesk Plus
9.6

Online Training

ConnectWise Automate
7.1
ManageEngine ServiceDesk Plus

Implementation Rating

ConnectWise Automate
7.3
ManageEngine ServiceDesk Plus

Add comparison