# ManageEngine ServiceDesk Plus vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in **automation** and **integration** , with users praising its seamless ticket routing and deep integration with the CMDB. This centralizes incidents into a single interface, making it easier to manage complex user requests.
- **Users say** that ManageEngine ServiceDesk Plus offers a high level of **customization** and flexibility, allowing for rich configurations that can be tailored to specific needs. However, some users note that achieving this customization may require **custom coding** , which can be a barrier for less technical teams.
- **Reviewers mention** that ServiceNow's reporting capabilities are particularly strong, enabling easy customization and dashboard design based on SLA and OLA standards. This feature is highlighted as a significant advantage for organizations looking to unify IT operations.
- **According to verified reviews** , ManageEngine ServiceDesk Plus is appreciated for its **ease of use** and straightforward ticket management, with users noting that it effectively tracks IT tasks as tickets. However, it may not match the advanced automation features found in ServiceNow.
- **G2 reviewers highlight** that ServiceNow IT Service Management has a robust support system, with users rating its quality of support highly. This is contrasted with ManageEngine, where some users feel that support could be improved, particularly in complex scenarios.
- **Users report** that both platforms offer solid **asset management** features, but ServiceNow's capabilities in this area are often seen as more comprehensive, providing a more integrated approach to managing IT assets across the organization.



| | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 249 | 1,900 | 
| **Largest Market Segment** | Mid-Market (59.8% of reviews) | Enterprise (73.2% of reviews) | 
| **Entry Level Price** | Starts at $1195  (For 10 technicians annually) | No pricing available | 

---
## Top Pros & Cons

### ManageEngine ServiceDesk Plus

Pros:
- Ease of Use (9 reviews)
- Features (8 reviews)

Cons:
- Complexity (4 reviews)
- Complex Setup (4 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.6 (221 reviews) | 8.9 (918 reviews) | 
  | **Ease of Use** | 8.5 (221 reviews) | 8.5 (1381 reviews) | 
  | **Ease of Setup** | 8.1 (162 reviews) | 8.2 (765 reviews) | 
  | **Ease of Admin** | 8.4 (159 reviews) | 8.6 (335 reviews) | 
  | **Quality of Support** | 8.1 (205 reviews) | 8.6 (1001 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (151 reviews) | 8.9 (330 reviews) | 
  | **Product Direction (% positive)** | 8.1 (213 reviews) | 8.9 (916 reviews) | 

---
## Pricing

### ManageEngine ServiceDesk Plus

#### Entry-Level Pricing

Plan: Standard Edition help desk module

Price: Starts at $1195  (For 10 technicians annually)

Description: The standard edition is free of charge on both the On-Premises and cloud versions, with no restrictions on the number tickets or end users or on the amount of cloud storage supported. You can enjoy a world-class help desk experience with no restrictions!

Key Features:
- Self service portal
- Incident management
- Active Directory integration

[Browse all 3 editions](https://www.g2.com/products/manageengine-servicedesk-plus/pricing)

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **ManageEngine ServiceDesk Plus** | 8.1/10 | 38 |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Ticket and Case Management

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (32 reviews) | Not enough data | 
| **Ticket response user experience** | 8.7 (33 reviews) | Not enough data | 
| **Workflow** | 8.7 (33 reviews) | Not enough data | 
| **Response Automation** | 8.9 (32 reviews) | Not enough data | 
| **SLA Management** | 8.4 (33 reviews) | Not enough data | 
| **Attachments/Screencasts** | 8.5 (33 reviews) | Not enough data | 
| **Ticket Collaboration** | 8.6 (32 reviews) | Not enough data | 
| **Customer and Contacts Database** | 8.1 (31 reviews) | Not enough data | 

#### Generative AI

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 6.8 (13 reviews) | Not enough data | 
| **AI Text Summarization** | 6.9 (13 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Communication Channels

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Customer Portal** | 8.4 (32 reviews) | Not enough data | 
| **Email to Case** | 9.1 (33 reviews) | Not enough data | 
| **Chat/Live Support** | 7.9 (27 reviews) | Not enough data | 
| **Social Integration** | 7.1 (24 reviews) | Not enough data | 
| **Voice** | 6.5 (24 reviews) | Not enough data | 

#### Platform

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile User Support** | 7.5 (28 reviews) | Not enough data | 
| **Customization ** | 7.9 (32 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.5 (34 reviews) | Not enough data | 
| **Integration** | 7.8 (31 reviews) | Not enough data | 
| **Reporting** | 8.2 (34 reviews) | Not enough data | 
| **Dashboards** | 8.3 (33 reviews) | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **ManageEngine ServiceDesk Plus** | 8.7/10 | 47 |
| **ServiceNow IT Service Management** | 8.5/10 | 677 |

#### Administration

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 8.8 (39 reviews) ✓ Verified | 9.2 (331 reviews) ✓ Verified | 
| **Asset Management** | 8.8 (38 reviews) ✓ Verified | 8.8 (257 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.9 (39 reviews) ✓ Verified | 8.8 (323 reviews) ✓ Verified | 

#### Service Desk

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.2 (42 reviews) ✓ Verified | 9.4 (403 reviews) ✓ Verified | 
| **Incident Reports** | 8.9 (41 reviews) ✓ Verified | 9.3 (324 reviews) ✓ Verified | 
| **Process Workflow** | 8.9 (41 reviews) ✓ Verified | 9.1 (373 reviews) ✓ Verified | 

#### Management

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.6 (38 reviews) ✓ Verified | 8.9 (323 reviews) ✓ Verified | 
| **Administration Console** | 8.6 (35 reviews) ✓ Verified | 8.7 (244 reviews) ✓ Verified | 
| **Access Management** | 8.6 (35 reviews) ✓ Verified | 8.7 (241 reviews) ✓ Verified | 
| **Asset Management** | 8.7 (36 reviews) ✓ Verified | 8.9 (240 reviews) ✓ Verified | 
| **Policy Dictation** | 8.1 (34 reviews) ✓ Verified | 8.4 (221 reviews) | 

#### Functionality

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 9.1 (39 reviews) ✓ Verified | 9.5 (416 reviews) ✓ Verified | 
| **Performance Logging** | 8.5 (38 reviews) ✓ Verified | 8.7 (229 reviews) | 
| **Alerting** | 8.8 (36 reviews) ✓ Verified | 8.7 (233 reviews) ✓ Verified | 
| **Automation** | 8.5 (39 reviews) ✓ Verified | 9.0 (345 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.5 (55 reviews) | 
| **Multi-step Planning** | Not enough data | 7.5 (47 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (139 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.4 (50 reviews) | 
| **Proactive Assistance** | Not enough data | 7.2 (50 reviews) | 
| **Decision Making** | Not enough data | 7.6 (51 reviews) | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **ManageEngine ServiceDesk Plus** | 8.4/10 | 34 |
| **ServiceNow IT Service Management** | 8.2/10 | 310 |

#### Monitoring

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | 8.9 (29 reviews) ✓ Verified | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | 9.2 (30 reviews) ✓ Verified | 9.1 (239 reviews) ✓ Verified | 
| **TIcket Accuracy** | 9.1 (31 reviews) ✓ Verified | 9.1 (246 reviews) ✓ Verified | 
| **AI Monitoring** | 6.4 (6 reviews) | 7.6 (32 reviews) | 

#### Management Tools

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | 9.2 (32 reviews) ✓ Verified | 9.2 (252 reviews) ✓ Verified | 
| **Standardization** | 8.7 (30 reviews) ✓ Verified | 9.1 (253 reviews) | 
| **Lifecycle Visualization** | 8.9 (29 reviews) ✓ Verified | 8.7 (235 reviews) ✓ Verified | 

#### Generative AI

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | 7.6 (12 reviews) | 8.3 (107 reviews) | 
| **AI Text Summarization** | 7.6 (12 reviews) | 8.3 (123 reviews) | 

#### Agentic AI - Incident Management

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 7.9 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (27 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.8 (29 reviews) | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **ManageEngine ServiceDesk Plus** | 8.2/10 | 113 |
| **ServiceNow IT Service Management** | 8.5/10 | 405 |

#### Incident Management

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.7 (95 reviews) | 9.0 (330 reviews) | 
| **Ticket Prioritization** | 8.6 (95 reviews) | 9.0 (325 reviews) | 
| **Ticket Notifications** | 8.8 (99 reviews) | 9.1 (331 reviews) | 
| **Knowledge Base** | 7.9 (91 reviews) | 8.8 (320 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.1 (89 reviews) | 8.8 (304 reviews) | 

#### Reporting

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 8.3 (95 reviews) | 8.8 (327 reviews) | 
| **Time Tracking** | 8.5 (86 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 8.0 (74 reviews) | 8.5 (179 reviews) | 

#### Access & Usability

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 7.2 (75 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 8.1 (81 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 8.6 (91 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 7.9 (69 reviews) | 8.8 (167 reviews) | 

#### Agentic AI - Service Desk

| Feature | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.1 (23 reviews) | 
| **Multi-step Planning** | Not enough data | 8.1 (21 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 7.9 (19 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 

---
## Categories
**Shared Categories (3):** [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools), [Service Desk Software](https://www.g2.com/categories/service-desk), [Incident Management Software](https://www.g2.com/categories/incident-management)

**Unique to ManageEngine ServiceDesk Plus (1):** [Help Desk Software](https://www.g2.com/categories/help-desk)

**Unique to ServiceNow IT Service Management (1):** [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | ManageEngine ServiceDesk Plus | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 8.7% | 5.9% | 
| **Mid-Market** | 59.8% | 20.9% | 
| **Enterprise** | 31.5% | 73.2% | 

### By Industry

#### ManageEngine ServiceDesk Plus

- **Information Technology and Services:** 18.8%
- **Hospital & Health Care:** 5.0%
- **Financial Services:** 5.0%
- **Oil & Energy:** 4.2%
- **Computer & Network Security:** 2.9%
- **Health, Wellness and Fitness:** 2.9%
- **Computer Software:** 2.5%
- **Education Management:** 2.5%
- **Non-Profit Organization Management:** 2.1%
- **Hospitality:** 2.1%
- **Other:** 52.1%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.8%
- **Insurance:** 3.5%
- **Computer & Network Security:** 3.5%
- **Higher Education:** 3.1%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to ManageEngine ServiceDesk Plus

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [SolarWinds Web Help Desk](https://www.g2.com/products/solarwinds-web-help-desk/reviews) — 3.9/5 stars (60 reviews)
- [ConnectWise PSA](https://www.g2.com/products/connectwise-psa/reviews) — 4.0/5 stars (582 reviews)
- [Spiceworks Cloud Help Desk](https://www.g2.com/products/spiceworks-cloud-help-desk/reviews) — 4.3/5 stars (311 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (277 reviews)
- [Atera](https://www.g2.com/products/atera/reviews) — 4.6/5 stars (1217 reviews)

### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1337 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (988 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (785 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (4458 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (752 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (294 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (277 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.2/5 stars (614 reviews)
- [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) — 4.2/5 stars (72 reviews)

---
## Top Discussions

### ManageEngine ServiceDesk Plus

- Title: [What is ManageEngine ServiceDesk Plus used for?](https://www.g2.com/discussions/what-is-manageengine-servicedesk-plus-used-for) — 1 comment, 1 upvote
  > **Top comment:** "Comment deleted by user."

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/manageengine-servicedesk-plus-vs-servicenow-it-service-management)