ManageEngine ServiceDesk Plus vs. Tivoli Asset Management for IT (Discontinued)

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.5 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Tivoli Asset Management for IT (Discontinued)
Score 8.0 out of 10
N/A
IBM's Tivoli Asset Management for IT reached end of life (EOL) in 2015.N/A
Pricing
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
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 PlusTivoli Asset Management for IT (Discontinued)
Free Trial
YesNo
Free/Freemium Version
YesNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
Top Pros
Top Cons

No answers on this topic

Features
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
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
Tivoli Asset Management for IT (Discontinued)
-
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 documentation7.015 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
5% above category average
Tivoli Asset Management for IT (Discontinued)
-
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
Tivoli Asset Management for IT (Discontinued)
-
Ratings
Change requests repository9.014 Ratings00 Ratings
Change calendar10.010 Ratings00 Ratings
Service-level management10.013 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
ManageEngine ServiceDesk Plus
-
Ratings
Tivoli Asset Management for IT (Discontinued)
9.0
1 Ratings
17% above category average
Software and hardware inventory tracking00 Ratings10.01 Ratings
License management00 Ratings10.01 Ratings
Asset lifecycle monitoring00 Ratings10.01 Ratings
Contract management00 Ratings10.01 Ratings
Asset relationship management00 Ratings5.01 Ratings
Best Alternatives
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
ConnectWise RMM
ConnectWise RMM
Score 7.9 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
KACE Systems Management Appliance
KACE Systems Management Appliance
Score 10.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.4 out of 10
KACE Systems Management Appliance
KACE Systems Management Appliance
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
Likelihood to Recommend
9.0
(19 ratings)
8.0
(1 ratings)
Likelihood to Renew
6.0
(1 ratings)
-
(0 ratings)
Usability
8.0
(3 ratings)
-
(0 ratings)
Support Rating
9.0
(3 ratings)
-
(0 ratings)
User Testimonials
ManageEngine ServiceDesk PlusTivoli Asset Management for IT (Discontinued)
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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Discontinued Products
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.
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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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Discontinued Products
  • 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.
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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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Discontinued Products
  • 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
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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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Discontinued Products
No answers on this topic
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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Discontinued Products
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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Discontinued Products
No answers on this topic
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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Discontinued Products
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
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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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Discontinued Products
  • 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
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ScreenShots