79 Ratings
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Score 8.6 out of 100
444 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • ManageEngine ServiceDesk Plus ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

8.7

ManageEngine ServiceDesk Plus

87%
8.2

ServiceNow IT Service Management

82%
ManageEngine ServiceDesk Plus ranks higher in 6/7 features

Organize and prioritize service tickets

9.2
92%
20 Ratings
9.1
91%
67 Ratings

Expert directory

8.5
85%
13 Ratings
7.9
79%
51 Ratings

Service restoration

9.6
96%
15 Ratings
7.8
78%
56 Ratings

Self-service tools

8.1
81%
18 Ratings
7.7
77%
65 Ratings

Subscription-based notifications

8.5
85%
14 Ratings
7.6
76%
63 Ratings

ITSM collaboration and documentation

9.3
93%
16 Ratings
8.5
85%
60 Ratings

ITSM reports and dashboards

8.0
80%
18 Ratings
8.6
86%
62 Ratings

ITSM asset management

8.6

ManageEngine ServiceDesk Plus

86%
8.0

ServiceNow IT Service Management

80%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Configuration mangement

9.4
94%
14 Ratings
8.0
80%
60 Ratings

Asset management dashboard

8.2
82%
14 Ratings
8.2
82%
59 Ratings

Policy and contract enforcement

8.2
82%
10 Ratings
8.0
80%
53 Ratings

Change management

9.0

ManageEngine ServiceDesk Plus

90%
8.2

ServiceNow IT Service Management

82%
ManageEngine ServiceDesk Plus ranks higher in 3/3 features

Change requests repository

9.1
91%
15 Ratings
8.4
84%
62 Ratings

Change calendar

9.1
91%
11 Ratings
7.9
79%
56 Ratings

Service-level management

8.8
88%
14 Ratings
8.4
84%
58 Ratings

Attribute Ratings

  • ManageEngine ServiceDesk Plus is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating
  • ServiceNow IT Service Management is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.3

ManageEngine ServiceDesk Plus

93%
20 Ratings
8.8

ServiceNow IT Service Management

88%
79 Ratings

Likelihood to Renew

6.0

ManageEngine ServiceDesk Plus

60%
1 Rating
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

8.0

ManageEngine ServiceDesk Plus

80%
3 Ratings
6.4

ServiceNow IT Service Management

64%
11 Ratings

Availability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

ManageEngine ServiceDesk Plus

N/A
0 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

9.1

ManageEngine ServiceDesk Plus

91%
5 Ratings
7.5

ServiceNow IT Service Management

75%
40 Ratings

Online Training

ManageEngine ServiceDesk Plus

N/A
0 Ratings
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

ManageEngine ServiceDesk Plus

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

Likelihood to Recommend

ManageEngine ServiceDesk Plus

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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Anonymous | TrustRadius Reviewer

Pros

ManageEngine ServiceDesk Plus

  • 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.
Norman Chambers | TrustRadius Reviewer

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | TrustRadius Reviewer

Cons

ManageEngine ServiceDesk Plus

  • 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
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
Anonymous | TrustRadius Reviewer

Pricing Details

ManageEngine ServiceDesk Plus

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$10 Starting Price Per Month

ManageEngine ServiceDesk Plus Editions & Modules

Edition
Standard$10.001
Professional$21.001
Enterprise$50.001
  1. Starting Price Per Month
Additional Pricing Details

ServiceNow IT Service Management

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

Likelihood to Renew

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 6.0
Based on 1 answer
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
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

Usability

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 8.0
Based on 3 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 6.4
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

ManageEngine ServiceDesk Plus

ManageEngine ServiceDesk Plus 9.1
Based on 5 answers
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.
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 7.5
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

Implementation Rating

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

Alternatives Considered

ManageEngine ServiceDesk Plus

ManageEngine stands high when it compares to other products. Users & administrators have a very good experience from submitting the ticket to the submission & assigning by the administrators & technicians. The added features such as change management, asset management & more gave ManageEngine more advantages. We choose ManageEngine for it is stronger features & stability.
Zuhair Hasan | TrustRadius Reviewer

ServiceNow IT Service Management

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Jessica Rich | TrustRadius Reviewer

Scalability

ManageEngine ServiceDesk Plus

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | TrustRadius Reviewer

Return on Investment

ManageEngine ServiceDesk Plus

  • 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).
Anonymous | TrustRadius Reviewer

ServiceNow IT Service Management

  • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
  • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
  • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
Anonymous | TrustRadius Reviewer

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