Autotask PSA vs ManageEngine ServiceDesk Plus

• The graphical calculations on time spent on requests, how long they were open for, who worked on a ticket last.
• Grouping by priority so you can determine easier what needs to be addressed sooner rather then later. This also helps if Account Management has conversations a technician is not aware of so they can prioritize efficiently.
• The email updates that are sent out to the technicians so they are aware of upcoming or stale tickets.

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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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• To date, the maim area of improvement is the ability to allow for retrieving a ticket that may have inadvertently been deleted. At present there is no way to do this which at times can be frustrating.
• The search function does leave something to be desired as it does require some specific wording to find what you're looking for.

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• ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
• No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
• Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
• No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.

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• We can effectively contract profitability. After running a few quick reports we realized we were charging about 1/2 what we should have been for fixed rate projects.
• We track resource utilization to see where our technicians are productive and what is eating their valuable time.
• I feel that Autotask is the single biggest impact on overall business ROI. We track profitability of everything from hardware to services to contracts with it. It allows us to make intelligent business decisions based on numbers.

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• 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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