ManageEngine ADManager Plus vs. ServiceNow AI Platform

The interface has really improved and modernized over the years. It integrates perfectly with Active Directory and can do just about anything you can imagine. It's speedy, too—large tasks don't take long at all. I've used this product for many, many years (over a decade) and have rarely needed support, but when I have reached out for assistance, they've been helpful. The price is fantastic for what you get. It can seem like a one-trick pony at first, but the more you use it, the more you realize what else you can do with it. ADManager Plus is chock-full of tools that you'd think Microsoft would include out of the box, but after 25+ years of Active Directory, it's clear they have no interest in doing so. ADManager Plus fills all the gaps left by Microsoft. Simple mass imports with automatic OU assignments, mass changes to existing accounts, etc. Some of this can be done through PowerShell, sure, but this makes it easy.

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ITSM is straight forward creation of Incidents and Requests. It can get more confusing as you layer more modules on top of it with event management, risk, project, etc. It also becomes more costly as everything is a different license. Integration between other external applications is very easy to do with their API. You can easily create endpoints for external apps to talk to or create REST messages for the platform to reach out directly.

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• It is very good in the bulk user creation. With this tool, we can create a number of users in just a few minutes rather than following a long old process.
• It is good for bulk user account modification. You can select a lot of users and make changes as per the requirements.
• ManageEngine ADManager Plus is helping us a lot in the report generation of user accounts, passwords, groups, and other reports that are helping us a lot.
• This tool also helps us with mailbox creation and shared mailbox creation

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• The ServiceNow platform is very good at incident management.
• ServiceNow as an ITSM system is very as it integrates with a lot of different systems.
• The CMDB module of ServiceNow effectively makes relationships between configuration items and other infrastructure objects in ServiceNow.

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• They need to improve their report in terms of modification, like you will not get a lot of customization options in the report.
• In the password report if you are applying filter in Days since password last set and selecting the password change date from day 0 and again you want to select the Account status as Enable then you cannot do this.
• If you have more than 1 domain and you are trying to modify users in both domains in a single attempt, you cannot do this.

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• The ServiceNow performance speed has big room for improvement, as it is quite slow in loading Dashboards with more than 5-6 widgets. We are keeping our ServiceNow version up to date with latest releases.
• Usually there are issues with having multiple ServiceNow tabs open in the browser and have different dashboards open in those tabs.
• The way of showing a history log of all activities on Incident ticket is not optimal and easy to use or search in and have very old design.

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We are very satfisfied with the software and when time permits, we hope to explore additional features we are not using. It has a lot of we ae not currently using due to staffing shortages.

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While we are very likely to renew, we are also assessing if we should renew all of what we currently subscribe to as we try to reduce costs. Some parts of the business feel there may be a better tool out there to fit their process requirements. We are currently working with them to identify what those requirements are to see if it makes sense while also pointing out a reduced cost of tooling is not always the best fit if we have an increased cost of customization and maintenance between tools.

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For the most part, ADManager usability is pretty great, once you understand it. There is a decently large learning curve, mainly when using the api integration and automations. For simple things, like unlocking accounts, it is very usable. Understanding the way to customize reports and automations is where it lost points.

It provides a lot of modification options which is wonderful for certain team usage but becomes too much of a job when it comes to the Service Desk. Also on the app support side, since too much information can be carried, it affects the GUI and makes it complex.

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Yes, it loads very quickly and moving between pages is very fast

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This is one of their lacking points... Every time I have needed support the first thing they want to see is our log files. And then it can take days or weeks to hear back from them and sometimes you have to follow up yourself or they will just close your request. If you can actually get someone on the phone or a sessions scheduled to troubleshoot, sometimes you'll be lucky enough to solve your problem. We used to have a major new hire automation running in ADManager and it broke after updating the software. We went back and forth with them for a month or so and they were not able to resolve the issue, I ended up writing a PowerShell script and scheduling it to do the work that was being done before. This also allowed me to make the automation better than ADManager allowed.

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I was not in the team that take care of the installation of ServiceNow but their feedback was very positive. Go live was done by the planned date and their support at the beginning provided always a timely response. Their customer service is friendly and easy to reach. Today we don't use their customer service anymore because we have an internal IT dedicated to maintaining the system.

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We went through a re-implementation last year with a partner and were very pleased with the outcome. We looked at several partners and chose one that was able to provide an entire scope and cost upfront of what would be required to complete our requirements. We worked very closely with the dedicated team assigned to our project throughout the process and they fully delivered on all of our requirements that we presented in the initial scope.

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We decided to use ManageEngine ADManager Plus due to the compatibility it had with our systems. We run a hybrid environment and ManageEngine ADManager Plus was the system that fit into our infrastructure the best. It also provides the most opportunity for growth in the way we want and does not require us to build on systems we are not yet ready to implement.

I've used Freshservice which is very similar to ServiceNow. I can definitely say ServiceNow performs better in a larger environment. Freshservice is usually used in smaller organization or less complx environment. Plus the ServiceNow reporting and dashboard features are more accurate than Freshservice. ServiceNow is a bit costly but gives way more features that really helps my organization.

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1. It is not great when they can't seperate apps/products from a particular sku, forcing you to make a business case for a larger portion of functionlity than your current business case seeks to address. 2. ServiceNow reps are able to work with you when economies of scale are projected out. They are willing to start at a desired tier and provide pricing at applicable upgraded tiers

We are currently deploying on 1 department

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They are able to demo the product and clearly explain use case scenario's and how to do things

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Very easy to use. Capture more data from the Incident and problem management. Easier to escalate and following the change management process to resole the issues.

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• The built-in reports and queries are invaluable. You simply won't have this information in a vanilla AD environment.
• The ease that you can access the information you need about your environment is outstanding. You can access the information you need quickly so you can make better decisions on managing your business.
• The ability to easily designate techs with limited access is great. This offloads menial administration duties from your higher level techs so your not paying high level folks to do redundant tasks.

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• Fast implementation of our Sales & Operation/Projects controls and process - tool adapted to our needs, not us to adapt to the tool.
• Once we are a consulting/implementation company, our customers are happy to see that we use what we sell, and it is easy to show them how this platform/tool can have an impact on our own business.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info