GLPI is an IT Service Management software based on open source technologies. It is a suite for IT, project, financial and user management. GLPI can support companies of any size, and offers both on-premises and cloud (SaaS) solutions.
$23
per IT agent/per month
ManageEngine ServiceDesk Plus
Score 9.2 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
GLPI
ManageEngine ServiceDesk Plus
Editions & Modules
GLPI Network Cloud
$23
per IT agent/per month
Basic
$1,455
for <10 IT agents; <500 IT assets
Standard
$4,365
for <50 IT agents; < 5000 IT assets
Advanced
$14,550
for >51 IT agents; > 5001 IT assets
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
GLPI
ManageEngine ServiceDesk Plus
Free Trial
Yes
Yes
Free/Freemium Version
Yes
Yes
Premium Consulting/Integration Services
Yes
No
Entry-level Setup Fee
$1,200 per installation
No setup fee
Additional Details
Prices for on-premises support L.3 and editor´s guarantee depends on the number of IT agents and IT assets. The price for GLPI Network Cloud is unique price per IT agent/per month. IT assets are free of charge and unlimited on GLPI Network Cloud. End users are free of charge for both options.
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More Pricing Information
Community Pulse
GLPI
ManageEngine ServiceDesk Plus
Features
GLPI
ManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
GLPI
9.0
2 Ratings
9% above category average
ManageEngine ServiceDesk Plus
7.6
21 Ratings
8% below category average
Organize and prioritize service tickets
10.02 Ratings
8.021 Ratings
Expert directory
8.02 Ratings
6.814 Ratings
Self-service tools
9.02 Ratings
8.019 Ratings
ITSM collaboration and documentation
8.02 Ratings
8.817 Ratings
ITSM reports and dashboards
10.02 Ratings
8.019 Ratings
Service restoration
00 Ratings
6.216 Ratings
Subscription-based notifications
00 Ratings
7.215 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
GLPI
8.5
2 Ratings
3% above category average
ManageEngine ServiceDesk Plus
7.9
16 Ratings
4% below category average
Configuration mangement
9.01 Ratings
8.415 Ratings
Asset management dashboard
8.02 Ratings
8.015 Ratings
Policy and contract enforcement
00 Ratings
7.211 Ratings
Change management
Comparison of Change management features of Product A and Product B
GLPI is well suited to an on prem environment, I work for a company that values open-source software and European solutions. I have no experience with GLPI cloud hosted solution or their support as we have in house devs that fix and improve our installation, their community in the support forum is excellent if you have a question or want advice on an issue.
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.
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
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.
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
We’ve used GLPI for many years and the interface has gotten better with every major release, the dashboard is easy to use and customizable.
With the massive catalogue of plugins, you can change or add so many features and if you have the right team, you can turn it into a completely unique piece of software.
So, if the default setup isn’t to your liking you can tweak it extensively.
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.
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.
Spiceworks was free, which obviously had both benefits and limitations - I will say that the community around Spiceworks has always been great. If we could replicate that experience with the ME user base, it would be terrific.
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).
