ManageEngine ServiceDesk Plus vs. ServiceNow IT Asset Management

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.

Incentivized

As I have used it as a ticketing tool, so it has an ability to integrate very well with other softwares to help make co ordination in your work much easier. Whenever, I used to get a scenario from end user regarding an issue via chat, the service now window would pop up immediately as it was integrated.

Incentivized

• It's very simple to submit and handle ticket for both user and Engineer.
• Set some customize template for intent replay or job done reply.
• SLA management is the good option to maintain workflow.
• There is solution option where user can resolve their common issues.

Incentivized

• Single place portal for employees and IT for assets assigned
• Track the requests raised by employees and manage the historical record for reference

Incentivized

• 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

Incentivized

• One quick thing is integration to reporting platforms like MS Power BI
• License levels because a normal user with an ITIL license cannot schedule reports..need another license there
• Easy way to track SLA for incident Management

Incentivized

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

Incentivized

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.

Incentivized

On overall look, ServiceNow IT Asset Management works amazingly well and it is easy to use for beginners. It is a great tool for all types of companies and with customisation and integration options, ServiceNow IT Asset Management becomes a giant. There are few scope of improvements which when done, will level this tool up.

Incentivized

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.

Incentivized

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.

Incentivized

We have used Zendesk in past and are able to achieve many functionalities. This tool was also providing almost the same capability but ServiceNow has some more features which [are] more user friendly and easy to use. The knowledge base article feature is very useful and that was not easy to manage with Zendesk. Change management feature was not available with Zendesk too.

Incentivized

• 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).

Incentivized

• ServiceNow had a positive impact on our firms resource management as it's a one stop solution.
• It made sure that we did not move to an alternative because of it's extensive features
• Licensing cost can get better but overall it is worth the returns we get.

Incentivized