ManageEngine ServiceDesk Plus vs. Splunk IT Service Intelligence (ITSI)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.4 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Splunk IT Service Intelligence (ITSI)
Score 9.3 out of 10
N/A
Splunk supports IT operations analytics with the Splunk IT Service Intelligence premium offering, a software application available to subscribers to Splunk Cloud or Splunk Enterprise log analytics and SIEM platforms.N/A
Pricing
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Editions & Modules
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
No answers on this topic
Offerings
Pricing Offerings
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Features
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.2
21 Ratings
13% below category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Organize and prioritize service tickets8.021 Ratings00 Ratings
Expert directory5.014 Ratings00 Ratings
Service restoration5.116 Ratings00 Ratings
Self-service tools8.019 Ratings00 Ratings
Subscription-based notifications6.015 Ratings00 Ratings
ITSM collaboration and documentation10.017 Ratings00 Ratings
ITSM reports and dashboards8.019 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.7
16 Ratings
6% below category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Configuration mangement9.015 Ratings00 Ratings
Asset management dashboard8.015 Ratings00 Ratings
Policy and contract enforcement6.011 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.0
17 Ratings
6% below category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Change requests repository7.016 Ratings00 Ratings
Change calendar8.012 Ratings00 Ratings
Service-level management9.015 Ratings00 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Small Businesses
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Sentry
Sentry
Score 9.0 out of 10
Medium-sized Companies
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
ManageEngine ADAudit Plus
ManageEngine ADAudit Plus
Score 9.5 out of 10
Enterprises
SymphonyAI IT Service Management
SymphonyAI IT Service Management
Score 9.1 out of 10
ManageEngine ADAudit Plus
ManageEngine ADAudit Plus
Score 9.5 out of 10
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User Ratings
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Likelihood to Recommend
9.0
(21 ratings)
10.0
(28 ratings)
Likelihood to Renew
6.0
(1 ratings)
8.2
(2 ratings)
Usability
7.1
(5 ratings)
10.0
(1 ratings)
Support Rating
9.0
(3 ratings)
8.9
(2 ratings)
User Testimonials
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Likelihood to Recommend
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Splunk
Splunk ITSI is a great tool (and toolbox) for combining together numerous and varied monitoring regimes to bring more holistic analysis and reduce alert fatigue. By leveraging the Splunk ITSI service and KPI modeling regime, ecosystem telemetry can be turned into a more reliable, clearer, high-level perspective on the current state of your components and services.
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Pros
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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.
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Splunk
  • Monitor hundreds of IT services by continuously tracking thousands of KPIs in a scalable way.
  • Quickly identify problem areas by a combination of default visualizations and ability to create custom dashboards.
  • Extremely configurable to effectively monitor nearly any KPI imaginable from Splunk.
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Cons
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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
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Splunk
  • ITSI really needs a robust splunk log ingestion infrastructure at its core
  • ITSI requires a great engineering team to build out the automated discovery and topology
  • Unless you use an API to build the topology, the view can quickly become static
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Likelihood to Renew
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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
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Splunk
We have replaced our monitoring platform with Splunk & ITSI, and with the success, it's seen at our organization thus far we would be hard-pressed to pivot to another tool. Frankly, our business partners and application teams love Splunk & ITSI.
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Usability
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Splunk
Splunk IT Service Intelligence (ITSI) is a platform with extended functionality and provides various functionalities which can be utilized to improve the efficiency and accuracy in analyzing the data and detecting the attacks.
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Support Rating
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Splunk
During POC, pre-planning, and implementation, we have had interactions with numerous folks at Splunk. Everyone from sales & engineering to markets analysts to specific IT component SMEs, and a small professional services engagement to get started. They have all been exceptionally helpful and go above and beyond the call of duty. They actively reach out to ensure success is being realized and find ways to help proactively, instead of having to simply open support cases with the vendor.
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Alternatives Considered
ManageEngine, A Div of Zoho Corporation Pvt Ltd
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.
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Splunk
Splunk has raised itself as a platform not just as a tool unlike other products in the market. If I talk about Moogsoft it also has similar capabilities but Splunk ITSI has more visibility and its GUI is making a different impact on the users. ServiceNow and Splunk are equally capable products however Splunk seems to have more tech-savvy people tools than ServiceNow.
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Return on Investment
ManageEngine, A Div of Zoho Corporation Pvt Ltd
  • 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).
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Splunk
  • Splunk ITSI has reduced the number of alerts exposed to our Network Operations Center by 100x while increasing the context around outages.
  • Splunk ITSI has increased the accuracy of our incident detection by leveraging the Event Analytics system to weigh the behavior of the many characteristics of each component together instead of independently.
  • Splunk ITSI has reduced our incident MTTR (mean time to restore) by detecting issues faster, presenting them more clearly, and surfacing the salient details about the underlying issue.
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ScreenShots