79 Ratings
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Score 8.6 out of 100
1 Rating
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    8.7

    ManageEngine ServiceDesk Plus

    87%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    ManageEngine ServiceDesk Plus ranks higher in 7/7 features

    Organize and prioritize service tickets

    9.2
    92%
    20 Ratings
    N/A
    0 Ratings

    Expert directory

    8.5
    85%
    13 Ratings
    N/A
    0 Ratings

    Service restoration

    9.6
    96%
    15 Ratings
    N/A
    0 Ratings

    Self-service tools

    8.1
    81%
    18 Ratings
    N/A
    0 Ratings

    Subscription-based notifications

    8.5
    85%
    14 Ratings
    N/A
    0 Ratings

    ITSM collaboration and documentation

    9.3
    93%
    16 Ratings
    N/A
    0 Ratings

    ITSM reports and dashboards

    8.0
    80%
    18 Ratings
    N/A
    0 Ratings

    ITSM asset management

    8.6

    ManageEngine ServiceDesk Plus

    86%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Configuration mangement

    9.4
    94%
    14 Ratings
    N/A
    0 Ratings

    Asset management dashboard

    8.2
    82%
    14 Ratings
    N/A
    0 Ratings

    Policy and contract enforcement

    8.2
    82%
    10 Ratings
    N/A
    0 Ratings

    Change management

    9.0

    ManageEngine ServiceDesk Plus

    90%

    Tivoli Asset Management for IT (Discontinued)

    Feature Set Not Supported
    N/A
    ManageEngine ServiceDesk Plus ranks higher in 3/3 features

    Change requests repository

    9.1
    91%
    15 Ratings
    N/A
    0 Ratings

    Change calendar

    9.1
    91%
    11 Ratings
    N/A
    0 Ratings

    Service-level management

    8.8
    88%
    14 Ratings
    N/A
    0 Ratings

    IT Asset Management

    ManageEngine ServiceDesk Plus

    Feature Set Not Supported
    N/A
    9.0

    Tivoli Asset Management for IT (Discontinued)

    90%
    Tivoli Asset Management for IT (Discontinued) ranks higher in 5/5 features

    Software and hardware inventory tracking

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    License management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Asset lifecycle monitoring

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Contract management

    N/A
    0 Ratings
    10.0
    100%
    1 Rating

    Asset relationship management

    N/A
    0 Ratings
    5.0
    50%
    1 Rating

    Attribute Ratings

    • ManageEngine ServiceDesk Plus is rated higher in 1 area: Likelihood to Recommend

    Likelihood to Recommend

    9.3

    ManageEngine ServiceDesk Plus

    93%
    20 Ratings
    8.0

    Tivoli Asset Management for IT (Discontinued)

    80%
    1 Rating

    Likelihood to Renew

    6.0

    ManageEngine ServiceDesk Plus

    60%
    1 Rating

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Usability

    8.0

    ManageEngine ServiceDesk Plus

    80%
    3 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    Support Rating

    9.1

    ManageEngine ServiceDesk Plus

    91%
    5 Ratings

    Tivoli Asset Management for IT (Discontinued)

    N/A
    0 Ratings

    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

    Tivoli Asset Management for IT (Discontinued)

    Tivoli Asset Management for IT can be used very well in a big datacenter to easily manage assets. For linear assets there are other Tivoli Asset Manager products available such as for transportation domain, oil and gas.For a small scale industry, Tivoli Asset management solution is not a big help.
    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

    Tivoli Asset Management for IT (Discontinued)

    • The first and foremost is Tivoli Asset Management has a rich set of software catalogs available in the market. On top of it IBM, publishes the latest and greatest often to add/include in the catalog bucket.
    • Easy to integrate with any asset management solution.
    • Can take benefit of all asset module solutions such as procurement, invoicing, PO, receivables, asset lifecyle, vendor and contract management using Tivoli Asset Management.
    Anonymous | 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

    Tivoli Asset Management for IT (Discontinued)

    • Software bundling can be handled in a better way
    • Should eliminate rotating/non-rotating items concepts or should have an easy way to receive assets
    • Asset Topology can be introduced to see the dependencies between related assets
    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

    Tivoli Asset Management for IT (Discontinued)

    General

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

    Starting Price

    Tivoli Asset Management for IT (Discontinued) Editions & Modules

    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

    Tivoli Asset Management for IT (Discontinued)

    No score
    No answers yet
    No answers on this topic

    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

    Tivoli Asset Management for IT (Discontinued)

    No score
    No answers yet
    No answers on this topic

    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

    Tivoli Asset Management for IT (Discontinued)

    No score
    No answers yet
    No answers on this topic

    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

    Tivoli Asset Management for IT (Discontinued)

    Tivoli Asset Management is comparatively cheap and easy to implement with a rich set of complementing modules. It can also be integrated easily with other asset management solutions and act as a single source of truth for other PMP processes
    Anonymous | 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

    Tivoli Asset Management for IT (Discontinued)

    • By tracking software assets, we are able to easily manage the license compliance
    • By getting the over/under allocation metrics we are able to get full control on asset procurement
    • Recycle/Reuse asset procedures made simple
    Anonymous | TrustRadius Reviewer

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