ManageEngine ServiceDesk Plus vs. Snow License Manager

The cost for what you get is very good.

The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.

We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.

Incentivized

In large organizations especially with extensive networking among branches, Snow License Manager provides comprehensive information for software application management and acquisition. Users can be given privileges in Snow License Manager commensurate with their job profile. In smaller organizations it could be oversized. Snow License Manager has a stiff learning curve requiring dedicated human resources to grasp, implement and deploy. For small organizations that could be too costly in terms of initial costs and the time the user needs to become proficient

Incentivized

• Allows us in IT to easily keep track of our open help-desk tickets
• Built-in approval system for tickets allows us to move tickets along speedily
• ManageEngine ServiceDesk Plus can help you with your SOX compliance process (Keep track of user account set-ups and changes for network domain and/or ERP system, etc.)
• Ticket analysis tool helps you manage your IT technicians' performance

Incentivized

• SLM finds installations of software reliably.
• SLM determines the usage of applications, web apps, and the users who employ them.
• SLM Reports help management determine current and future application usage.
• SLM notifies when forbidden programs are installed.
• SLM provides complete license management.

Incentivized

• ServiceDesk Plus is a small tool, and it works well for small to medium-sized business needs. It is Windows, and doesn't scale particularly well.
• No automation: ServiceDesk Plus is very good at what it does out of the box, but if you want any customization or automation, then look somewhere else.
• Limited customization: you can't create dashboards, and there's limited ability to change ticket layouts.
• No multi-tenant capability: as we grow, we keep adding new instances of ServiceDesk Plus until we had 12 different instances. At this point, it is no longer feasible from a financial and administration point of view, so we migrated to a different ITSM platform that is designed with multi-tenant capability.

Incentivized

• Standard applications reports i.e. reports of applications flagged as denied on the allowed list. This would make the reporting and scheduling automated rather then being manual.
• License / Agreement email notification with to users who do not have access to Snow License Manager with predefined text messages i.e. informing users what they need to do as next steps. The text can be updated based on privilege's set up on Snow License Manager e.g. Snow License Manager administrator
• Standard report which returns empty container application records
• schedule email of dashboards
• ability to record application versions greater then 0.x.x in the SRS library. This is critical to tracking of applications where the latest version.
• consistency of labels of columns through the various reports
• The ability to select and move multiple columns at the same time when building or updating a report .
• one report which shows a application, user, computer, if the application requires a license and which users have a valid license for the application.

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

Snow License Manager is an integrated part of our Licensing Compliance software solution. It does help us manage current license needs and actual license usage, as well as inventory shadow IT usage. The nice side effect of being able to see hardware specifications and keeping track of hardware usage by users is a bonus!

Incentivized

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.

Incentivized

We currently have the on-premise solution, which is very good indeed. If we were starting working with Snow now, we'd probably select the Atlas (SaaS) managed platform. This would reduce/remove work required to keep the Snow servers up-to-date with Windows and software updates.

Incentivized

Never had issues in this area. Always up and running

Incentivized

It took some growing pains and SNOW fixed performance issues for their product, but never had any issue with it

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

Support for the most part is responsive, but there are times when it takes more time than I would like to resolve. But then, most of the time it is related to growing pains and the fact I do not have a Dev/Test environment to test items and upgrades before going to Production

Incentivized

Love it, and I got to go to Sweden

Incentivized

It went well, we took out time and verified each step as we went

Incentivized

No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.

Incentivized

All the top tools out there do the same sort of job, one quarter product A has a new service and within the next 3 quarters the other all have that service, some vendors innovate, other just buy in and integrate (to varying levels of success), and Snow License Manager does a bit of both. One area we did look at was the manpower that comparable business took to run those services and Snow License Manager came out with the smallest overhead, this meant that we could direct more money to the use of the tool, rather than making to tool work.

Incentivized

Not quite sure I understand the deployment question. We deployed company wide

Incentivized

• It has provided better visibility to upper management in terms of the scale of the workload of the IT department
• It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
• It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked

Incentivized

• Utilization statistics have helped us to eliminate unused licenses and software.
• The central repository has eliminated the multiple spreadsheets and folders, which also reduced the amount of time our asset manager spends looking up information for others.
• The computer software mapping has helped our staff during computer upgrades. It allows them to see what software is installed on a current workstation without having to go and inspect the old computer itself. They can now look up the software that needs to be added to the new workstation, saving time.

Incentivized