ManageEngine ServiceDesk Plus vs Ivanti Service Manager Comparison

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

ManageEngine ServiceDesk Plus

Service Desk Software

4.3 380 user ratings

View Details

87% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Ivanti Service Manager

Service Desk Software

4.1 172 user ratings

View Details

Featured

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Freshservice

Service Desk Software

4.7 1,351 user ratings

Visit Website

Overview

Description

ManageEngine ServiceDesk Plus is a flexible and scalable help desk software that offers better visibility and central control.The software helps adding value to your IT help desk through effective integration with IT management apps.It smartly automates all your help desk activities and is capable to support extensive reporting. Codeless customization allows creative freedom and ensures better adaptation to suit your unique business requirements. The tool can be deployed on either cloud or on premises. The software is available in 3 variants like Standard, Professional and Enterprise level. Each of the forms come suitably equipped with help desk features. Read more

Ivanti Service Manager is a flexible and cloud-optimized ITSM solution that helps organizations automate their business workflows besides modernizing service deliveries and beyond. The software makes business more compliant, efficient and secure by eliminating costly manual methods. Enterprises can deploy the platform to get sorted regarding support ticket modules, help desk management facilities and advanced ITIL service management processes. The Help Desk module within the platform, presents a user-friendly incident management system, making IT more effective and users more productive in real. The software turns out to be an ultimate service monitoring solution with options like Release, Availability, Event, Service Level, Project & Portfolio Management along with financial management. Also, a Hyper-Automation platform within Ivanti Service Manager known as Ivanti Neurons, empowers businesses to Self-Secure, Self-Heal, and Self-Service from Cloud to Edge, while dealing with rapid enhancements and complexities. Drag & Drop enabled workflow, Voice automation facility, multi-channel self-service option are some of the other salient features. Read more

Freshservice is a complete and highly efficient project management software that facilitates crafting a professional-grade project right from the grassroots-level. Real-time project dashboard allows easy tracking, monitoring and assessing all the project phases as it progresses. The tracking indicator also keeps the team alert against the deadline. The software allows impressive collaboration, where team members can add comments on any given project. Better project status visibility is possible with Fresh Service. It comes equipped with many useful project management features. The software, besides IT project management, also can help in ITSM and IT asset management as well. Read more

Pricing Options

Free Trial Available
Starts at $13.0.

Free Trial Available
Offers Custom plan.

Free Trial Available
Starts at $19.0. Offers Custom plan.

SW Score & Breakdown

95% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

79%
Momentum

70%
Popularity

89%

87% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

73%
Momentum

61%
Popularity

63%

98% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

98%
Momentum

73%
Popularity

89%

Features

Total Features	23 Features	23 Features	23 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 16 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 16 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Asset Management Manages the entire lifecycle of the physical assets of your organization Automated Routing It helps in automatically directing queries and data to the appropriate agent. CMDB Configuration Management Database (CMDB) is a database with an in-depth view of configuration items (CI), attributes, incidents and performance throughout its lifecycle. Change Management Make coordinated changes during the product's lifecycle and accomplish alterations even after finalization of designs. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Mobile Access Allows accessing the software and product/service related information from a mobile device Multi-language Support Available in multiple languages to support global customers Prioritization Arrange the list of activities, incidents, and tasks based on their relative importance Problem Management Identifies and addresses the root causes of recurring incidents. Focuses on preventing future issues by analyzing trends, documenting known errors, and implementing long-term solutions. Remote Access Permits users to access applications and files, whether traveling or working remotely away from the office or home network. Reporting (Analytics) Provides insightful reports and important business metrics to track and measure the outcomes and progress. Request Management Helps handle user requests for information, access, or standard services (such as password resets or software installations). It streamlines fulfillment through automated workflows and self-service options. Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved Walk-up Experience Allows users to receive in-person IT support without prior appointments, similar to a tech bar or help kiosk. Includes digital queue management, real-time status updates, and personalized service. + 16 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Technical Details

Organization Types Supported	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business	Freelancers Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows	SaaS/Web/Cloud Mobile - Android Mobile - iOS Installed - Windows
Modes of Support	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online	24/7 (Live rep) Business Hours Online
API Support	Available	Available	Available

Reviews & Ratings

User Rating	4.3/5 380 user ratings	4.1/5 172 user ratings	4.7/5 1,351 user ratings
Rating Distribution	Excellent 53.2% Very Good 34.7% Average 8.2% Poor 1.1% Terrible 2.9%	Excellent 38.4% Very Good 43.6% Average 12.8% Poor 2.3% Terrible 2.9%	Excellent 77.6% Very Good 19% Average 1.8% Poor 0.9% Terrible 0.7%
User Sentiments	Intuitive Interface, Flexible Ticketing System, Centralized Platform, Extensive Integrations Mobile App Functionality, Limited Reporting Capabilities, Occasional Technical Errors, Complex Ticket Management for Technicians	Highly Customizable, Extensive Integrations, Solid Foundation with Standard Content, Supportive Ivanti Forum Steep Learning Curve, Outdated User Interface, Poor Mobile App Experience, Lack of Comprehensive Documentation	Intuitive User Interface, Extensive Features, Powerful Automation, Excellent Customer Support Inconsistent User Interface, Limited Asset Management, Poor Reporting, Mobile App Limitations
Review Summary	Users praise ManageEngine ServiceDesk Plus for its ease of use, comprehensive features, and excellent customer support. They appreciate its user-friendly interface, customizable workflows, and robust reporting capabilities. Many reviewers highlight its ability to streamline IT service management processes, improve technician productivity, and enhance overall IT service delivery. They also commend its mobile app and integration options, which provide flexibility and convenience. Moreover, users value the prompt and helpful support they receive from the ManageEngine team. They recommend ManageEngine ServiceDesk Plus as a reliable and efficient IT service management solution for businesses of all sizes.	Reviewers praise Ivanti Service Manager for its user-friendly interface, customization options, and ability to streamline service management processes. They also appreciate its robust reporting capabilities, which provide valuable insights into service performance. However, some users have reported challenges with the platform's initial setup and the complexity of some of its features. Additionally, a few reviewers have mentioned occasional performance issues. Overall, Ivanti Service Manager is a well-received platform that offers a comprehensive suite of features for managing IT services.	From the reviews, users appreciate Freshservice's user-friendly interface and its comprehensive features, which include incident management, asset management, and customer self-service. Freshservice is also praised for its strong customer support and the dedication of its team in accommodating user requests and addressing issues promptly. Additionally, it integrates easily with other applications, enhancing workflow efficiency. However, some users have expressed concerns about its occasional glitches and the need for improvement in reporting and analytics capabilities. Overall, Freshservice is a reliable and robust ITSM solution that caters to the needs of various businesses, making it a popular choice among users.
Pros & Cons	Flexible and scalable help desk software Offers better visibility and central control Automates help desk activities Supports extensive reporting Codeless customization for unique business requirements May require additional customization for complex needs Some users have reported occasional performance issues	Flexible and cloud-optimized ITSM solution Automates business workflows Eliminates costly manual methods User-friendly incident management system Ultimate service monitoring solution Initial setup can be challenging Some features may be complex for non-technical users Occasional performance issues have been reported	Not Available
	Read All User Reviews	Read All User Reviews	Read All User Reviews

AI-Generated from the text of User Reviews

Pricing

Pricing Options	Free Trial Available Starts at $13.0.	Free Trial Available Offers Custom plan.	Free Trial Available Starts at $19.0. Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	Standard $13.00 $16.00 per user / month Professional $27.00 $33.00 per user / month Enterprise $67.00 $78.00 per user / month	Ivanti Service Manager Custom	Starter $19.00 $29.00 per user / month Growth $49.00 $59.00 per user / month Pro $99.00 $119.00 per user / month Enterprise Custom
	View Detailed Pricing	View Detailed Pricing	View Detailed Pricing

Alternatives

	Jira Service Desk 4.2 1,399 ratings ManageEngine ServiceDesk Plus Vs Jira Service Desk SolarWinds Service Desk 4.5 739 ratings ManageEngine ServiceDesk Plus Vs SolarWinds Service Desk Zoho Desk 4.6 6,390 ratings ManageEngine ServiceDesk Plus Vs Zoho Desk Help Desk Premier 4.2 11 ratings HelpDesk 4.5 81 ratings ManageEngine ServiceDesk Plus Vs HelpDesk	Jira Service Desk 4.2 1,399 ratings Symantec ServiceDesk HelpDesk 4.5 81 ratings ManageEngine ServiceDesk Plus 4.3 380 ratings Ivanti Service Manager Vs ManageEngine ServiceDesk Plus SolarWinds Service Desk 4.5 739 ratings
	View All ManageEngine ServiceDesk Plus Alternatives	View All Ivanti Service Manager Alternatives

Screenshots & Videos

Screenshots	+ 15 More	+ 1 More	+ 6 More
Videos	+ 2 More	+ 1 More	+ 3 More

Vendor information

Company Details

Located in: Pleasanton, CA

Located in: South Jordan, UT

Located in: San Mateo, California Founded in: 2011

Contact Details

+1 (888) 900-9646

https://www.manageengine.com/products/service-desk/

+1 888-253-6201

https://www.ivanti.com/products/service-manager

+1 (866) 832-3090

https://www.freshworks.com/freshservice/

Social Media Handles

Twitter 3K

Facebook 1K

Instagram 282

Youtube 33K

Google Play 86

Apple App Store 36

Linkedin 5K

Twitter 2K

Facebook 10K

Youtube 6K

Google Play 161K

FAQs

What are the key differences between ManageEngine ServiceDesk Plus and Ivanti Service Manager?

ManageEngine ServiceDesk Plus focuses on flexibility and customization, while Ivanti Service Manager emphasizes automation and cloud optimization.

What are the alternative products to ManageEngine ServiceDesk Plus?

The top alternatives to ManageEngine ServiceDesk Plus are Jira Service Desk, SolarWinds Service Desk, Zoho Desk, Help Desk Premier, and HelpDesk.

What are the alternative products to Ivanti Service Manager?

The top alternatives to Ivanti Service Manager are Jira Service Desk, Symantec ServiceDesk, HelpDesk, SolarWinds Service Desk, and ManageEngine ServiceDesk Plus.

Which product is better for large-scale IT service management?

Both ManageEngine ServiceDesk Plus and Ivanti Service Manager offer robust features for large-scale IT service management, but Ivanti Service Manager may have an edge with its advanced automation capabilities.

How do the reporting capabilities of these products compare?

Both ManageEngine ServiceDesk Plus and Ivanti Service Manager offer comprehensive reporting capabilities, but Ivanti Service Manager may provide more advanced analytics and insights.