ManageEngine ServiceDesk Plus vs. Virima

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ManageEngine ServiceDesk Plus
Score 9.3 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Virima
Score 9.6 out of 10
N/A
Virima is a SaaS platform from Virima Technologies in Atlanta, that aims to solve the toughest IT Operations management and reporting challenges. With Virima’s automated Infrastructure Discovery, trustworthy CMDB, and Service Mapping visualizations, the vendor says IT staff will be ready to make informed decisions with fast-tracked insights.N/A
Pricing
ManageEngine ServiceDesk PlusVirima
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 PlusVirima
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 PlusVirima
Features
ManageEngine ServiceDesk PlusVirima
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.5
22 Ratings
9% below category average
Virima
-
Ratings
Organize and prioritize service tickets8.022 Ratings00 Ratings
Expert directory6.515 Ratings00 Ratings
Service restoration6.017 Ratings00 Ratings
Self-service tools8.020 Ratings00 Ratings
Subscription-based notifications7.016 Ratings00 Ratings
ITSM collaboration and documentation9.018 Ratings00 Ratings
ITSM reports and dashboards8.020 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
ManageEngine ServiceDesk Plus
7.8
17 Ratings
5% below category average
Virima
-
Ratings
Configuration mangement8.516 Ratings00 Ratings
Asset management dashboard8.016 Ratings00 Ratings
Policy and contract enforcement7.012 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
ManageEngine ServiceDesk Plus
8.5
18 Ratings
0% below category average
Virima
-
Ratings
Change requests repository8.017 Ratings00 Ratings
Change calendar8.513 Ratings00 Ratings
Service-level management9.016 Ratings00 Ratings
IT Asset Management
Comparison of IT Asset Management features of Product A and Product B
ManageEngine ServiceDesk Plus
-
Ratings
Virima
9.4
3 Ratings
18% above category average
Software and hardware inventory tracking00 Ratings9.63 Ratings
License management00 Ratings9.63 Ratings
Asset lifecycle monitoring00 Ratings9.33 Ratings
Contract management00 Ratings9.33 Ratings
Asset relationship management00 Ratings9.33 Ratings
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ManageEngine ServiceDesk PlusVirima
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Score 9.1 out of 10
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User Ratings
ManageEngine ServiceDesk PlusVirima
Likelihood to Recommend
9.0
(22 ratings)
9.6
(3 ratings)
Likelihood to Renew
6.0
(1 ratings)
-
(0 ratings)
Usability
8.0
(6 ratings)
-
(0 ratings)
Support Rating
9.0
(3 ratings)
-
(0 ratings)
User Testimonials
ManageEngine ServiceDesk PlusVirima
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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Virima Technologies
The reason why i would recommend Virima its because they offer most excellent SaaS solution which is bound to solve the most stringent IT assets and services management problems. Has a graphical representation for changes to provide better insights. Helps to monitor our network and enhance security highly. I love the support team they are very responsive and easy to reach at.
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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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Virima Technologies
  • Virima is outstanding in relation to information Technology asset tracking.
  • Great in in terms of company or organization contract management.
  • excellent in terms of license management.
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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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Virima Technologies
  • Offers a vivid service mapping feature that represents the full picture of how business services are supported and what is occurring at the application, computes, and network layer that could be impacting availability performance.
  • Application dependency mapping.
  • IT Assets Management.
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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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Virima Technologies
No answers on this topic
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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Virima Technologies
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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Virima Technologies
No answers on this topic
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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Virima Technologies
Accessing and Managing Virima is easy. Great support team very responsive,but i would like to have more visibility into the product management space. Nevertheless its a considerable tool that does what it was deployed to do.
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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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Virima Technologies
  • Excellence in our company licensing management.
  • Outstanding in terms of Information Technology asset tracking.
  • Services mapping in the company.
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ScreenShots