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

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.1 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 8.4 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)
Top Pros
Top Cons
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
8.9
19 Ratings
8% above category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Organize and prioritize service tickets10.019 Ratings00 Ratings
Expert directory9.012 Ratings00 Ratings
Service restoration10.014 Ratings00 Ratings
Self-service tools8.017 Ratings00 Ratings
Subscription-based notifications9.013 Ratings00 Ratings
ITSM collaboration and documentation7.115 Ratings00 Ratings
ITSM reports and dashboards9.017 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.7
14 Ratings
6% above category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Configuration mangement8.013 Ratings00 Ratings
Asset management dashboard9.013 Ratings00 Ratings
Policy and contract enforcement9.09 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
9.7
15 Ratings
14% above category average
Splunk IT Service Intelligence (ITSI)
-
Ratings
Change requests repository9.014 Ratings00 Ratings
Change calendar10.010 Ratings00 Ratings
Service-level management10.013 Ratings00 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Sentry
Sentry
Score 8.7 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Freshservice
Freshservice
Score 8.8 out of 10
Enterprises
Freshservice
Freshservice
Score 8.8 out of 10
ignio AIOps
ignio AIOps
Score 8.3 out of 10
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User Ratings
ManageEngine ServiceDesk PlusSplunk IT Service Intelligence (ITSI)
Likelihood to Recommend
9.0
(19 ratings)
8.8
(26 ratings)
Likelihood to Renew
6.0
(1 ratings)
8.2
(2 ratings)
Usability
8.0
(3 ratings)
-
(0 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
  • Ticket logging for end users, so they can see the progress on their help requests
  • Asset management; it has an agent that can be installed on machines which can then feed back information on installed software, active times, logged on user etc
  • Project management; larger projects can be managed within ManageEngine ServiceDesk as well as end user help tickets, where progress/milestones etc can be recorded
  • Active Directory import of users, so that it automatically updates when users are created/deleted and links their accounts in ManageEngine ServiceDesk with their email address as well to enable email alerts
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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
  • When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
  • Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
  • When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
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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
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.
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Splunk
No answers on this topic
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
Compared to Cherwell, SDP is much much faster, and easier to deploy, set up, and use. But it does not have automation, and has limited customization. Since it is smaller and easier, it does not require any development effort. On the other hand, it is far more expensive, considering its lower capabilities, and its licensing model is not concurrently based (each technician uses up a license, even if the technician is not actively logged in and using the tool).
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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
  • ServiceDesk Plus has helped our organization see what issues we face on a more global picture and we are able to take the time and resources to correct them in a timely manner.
  • The only negative part about ServiceDesk Plus is it can become costly when you see and use all the features it has to offer.
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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