Pega Platform is a combined business process management and robotic process automation (RPA) platform with advanced workforce analytics from Pegasystems.
$0.45
one-time fee per case**
ManageEngine ServiceDesk Plus
Score9.2 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
Pega Platform
ManageEngine ServiceDesk Plus
Editions & Modules
Low-code Factory Edition
$0.45
one-time fee per case**
Standard Edition
$0.80
one-time fee per case**
Enterprise Edition
Custom Quote
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
Pega Platform
ManageEngine ServiceDesk Plus
Free Trial
Yes
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
**350,000 cases / year minimum. Additional cases available in blocks of 150,000.
Pega Platform has introduced the low code feature, using app studio seasonal and professional developer can develop application easily and quickly. The initial application can be build by Business analyst and product owner who has less knowledge of Pega Platform, further application can be enhanced/extended by professional developer. We can develop end to end application and promote to higher environment. Easily we can perform parallel development using branch.
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
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.
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
Quick development time. Much of the Pega "rules" are easy to configure and implement.
Visually friendly and modern. Much of the UI/UX elements in the system are continuously supported and updated, giving a nice feel to the apps.
Many of the configurations and rules Pega gives to the developers can also be delegated to business users. The organization and structure of the client's business can easily be adapted in the Pega platform.
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. TR verified that a representative sample of customers was invited. More Info
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.
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
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. TR verified that a representative sample of customers was invited. More Info
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
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
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
Because this is the best tool, we have given ManageEngine ServiceDesk Plus a rating of 9 out of 10 because it provides a good overall IT service management experience, especially for ticketing, asset management, automation, and reporting. It has helped us organize IT support processes and improve visibility. For ticketing.
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. TR verified that a representative sample of customers was invited. More Info
Pega Platform is enhancing its product and launching new features day by day which help to achieve customers needs. If I talk about the earlier version of Pega Platform (i.e. pega v5 and 6.3) there were many numbers of limitations in Pega Platform and if we need to do some customization then needed to write custom java and jave scripts to achieve the functionally. Now I can say Pega Platform is running with market trends and demand. Pega Platform is giving all the options which support the current technologies like decisioning capabilities, real time processing, mashup, process fabrics etc..
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
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.
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
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
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
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.
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
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
We did evaluate multiple products offerings with Pega Platform capabilities and observed that Pega PRPC rules engine and case management capabilities are better over so many BPM Tools. We also conducted a detailed study with developers to identify the best products out of Suite of BPM products. It's observed that Rules engines integration is very streamlined with forms in Pega whereas other tools multiple have powerful data model capabilities but lacks the ease of creating business rules.
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. TR verified that a representative sample of customers was invited. More Info
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.
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
For one of the applications we worked on, we were able to reduce the processing time on a case from 2 days to 20 minutes by utilizing Pega
We were able to resolve the issue of the routing of cases to users based on a specific algorithm by use of Pega
Pega case management feature was extensively used in one of the application to establish a parent-child relationship which was very helpful for all the business users
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. TR verified that a representative sample of customers was invited. More Info
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).
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
