Top 5 ManageEngine ServiceDesk Alternatives: Which One Is Right For You?

ManageEngine is a user-friendly, comprehensive IT management tool. It is designed to help businesses manage, monitor, and troubleshoot their IT infrastructure. The software offers a range of features, including network monitoring, IT service management, IT asset management, and more.

However, despite its capabilities, some users might seek its alternatives.

This could be due to various reasons – low product innovation, on-premises reliance, NetFlow licensing model, and limitations of API integration with networking equipment. Others could be related to the UX, security, or even administration.

No matter what the reason, finding service alternatives to ManageEngine could potentially provide cost savings, additional features, or a better user experience.

This article will discuss the top five alternatives to ManageEngine, diving deeper into their strengths and weaknesses.

Sources: G2

Top 5 ManageEngine ServiceDesk Plus Alternatives

Rezolve.ai

Rezolve.ai is an advanced AITSM solution deployed through Microsoft Teams. It provides personalized help for enterprises to improve employee productivity. Employing GenAI-led automation, it resolves up to 65% of employee tickets and queries faster and more accurately than traditional service desks and chatbot-integrated ticketing systems.

Key Features 

• GenAI-Powered Service Desk: Employees can access the GenAI-powered service desk on MS Teams via chatbot for help with company policy documents, employee handbooks, software installation, and more—all within the Teams chat interface. This eliminates the need for emails, calls, and portals.

• GenAI-enabled Knowledge Management: While ManageEngine and other virtual service desks improve continuously based on information from a variety of sources, Rezolve.ai goes a step further—it includes knowledge transfer from SharePoint and websites and GenAI-based knowledge curation.

• Automation: Rezolve.ai provides task automation, process/workflow automation, employee onboarding/offboarding, out-of-the-box automation, low code/no-code automation studio, as well as desktop automation. But what sets it apart is that Rezolve.ai uses its own orchestrater, unlike ManageEngine which uses the process automation engine of ITSM. 

• Conversational Ticketing: Rezolve.ai harnesses GenAI to create tickets, assign them to the right agent, and send notifications as tickets progress through the pipeline—all in MS Teams. However, ManageEngine does not offer conversational access to knowledge, conversational ticket creation as well as surveys and approvals. This can pose a significant limitation for firms expanding their digital integration.

• Modern Dashboards and Reporting: Rezolve.ai provides an up-to-date dashboard to IT support agents that offers full visibility into SLAs and service delivery. This dashboard enables agents to make informed decisions for swift resolution.

• Security: While Rezolve.ai offers SOC 2 Type 2, ISO 270001, GDPR, and IP restriction, ManageEngine's protection features are standard but lacking in comparison. For instance, while it provides SOC 2 Type 2, ISO 270001, and GDPR, it does not offer IP restriction. This can lead to security vulnerabilities as it allows unrestricted access from any IP address.

Pros

• Exceptional employee service and implementation support
• Intuitive and customizable interface
• Improved agent productivity due to agile knowledge base
• AI-enabled for intelligent diagnosis and resolution
• Integration with various enterprise software enhancing service management capabilities

Cons

• No portal for users to sign in and access

Pricing

You can contact the sales team for a quote.

SysAid

SysAid is another popular alternative to ManageEngine ServiceDesk Plus. It is a robust ITSM, IT Asset Management, and IT service desk issue and incident management system that helps simplify and automate key IT tasks. SysAid boasts advanced automation capabilities, asset tracking, and remote control. It offers various tools, such as a service manager for business flows, a knowledge base, and a self-service portal.

Key Features

• Easy Ticket Escalation: SysAid allows easy escalation of ticket systems, enabling you to notify the right staff quickly and accurately. It also monitors cross-departmental services effectively, unlike ManageEngine.
• End-To-End Service Management: This allows for handling business flows efficiently.
• Automaton Platform: Tasks like scanning networks and categorizing devices are automated to increase efficiency.
• SLA/SLM Performance: The software lets the business communicate effectively with customers and tracks SLA achievements.
• Remote Management and Access: The platform gives concise information and a detailed log of all remote access, making it easier for IT professionals to perform their duties from afar.

Pros

• Knowledge base tip display feature allows users to view available articles when creating a new change request.
• Users can create their own workflows, ticket templates, and categories.
• Out-of-the-box automation scripts called ABots for a better orchestration platform

Cons

• Advanced capabilities in change management, configuration management, multichannel engagement, and integrated AI are missing
• Limited and not user-friendly ability to customize login/landing page

Pricing

SysAid offers different pricing structures for various business needs. You can contact the provider for a personalized quote.

Moveworks

Moveworks is a cloud-ready, AI-driven platform specifically designed for large enterprises. It self-resolves IT issues in real-time by integrating with major SaaS providers.
On top of that, Moveworks offers direct resolutions and richer insights, resulting in faster results.

Key Features

• Autonomous Chatbot: Moveworks' autonomous, AI-powered chatbot resolves IT issues autonomously in seconds.
• Email Analysis: Advanced AI analyzes employee email to understand and solve technical issues.
• Major Integrations: It is compatible with enterprise big names such as Slack, MS Teams, and ServiceNow, enabling efficient running and resolution of IT issues.
• Real-Time Resolution: It resolves common IT issues on its own, significantly reducing resolution time.
• Hot Ticket Analysis: The platform identifies and tracks the most significantly impactful IT requests/tickets while routing such tickets to the correct agent or resolver.
• Actionable Analytics: Moveworks provides details on trending glitches and gives insights for future IT strategies.

Pros

• Exceptional customer success team
• Offers remarkable conversational AI

Cons

• Customers are not satisfied with feature delivery and customer engagement
• Can be costly for some businesses 

Pricing

Moveworks doesn't publicly disclose its pricing structure. For detailed pricing information, you can contact the vendor's sales team directly.

Freshdesk

Freshdesk is a cloud-based helpdesk system that streamlines customer conversations in one place. The platform allows automation of repetitive work, and it also offers robust reporting capabilities. Compared with ManageEngine, Freshdesk focuses more on customer service automation.

Key Features

• Ticketing System: With Freshdesk, dealing with customer emails is straightforward, as emails can be automatically converted into tickets.
• Automations: Routine tasks can be streamlined through time and event triggered automation.
• Self Service: It contains a knowledge base that enables users to find necessary answers and updates quickly.
• Multi-Channel Support: It supports different mediums like emails, phones, websites, forums, and social media.
• Collaboration: Freshdesk provides collaboration capabilities which allows agents to communicate conveniently, reducing resolution time.
• Reporting: The platform maintains detailed analytics as well as canned and custom reports to manage performances.

Pros

• The archade function encourages teamwork by awarding badges and points for successful responses.
• Offers fast update cadence

Cons

• AI needs improvement (offers no intelligent swarming or sentiment analysis)
• Lacks predictive analytics
• Lack of LOB case management templates
• No option to send the response on a scheduled time

Pricing

Freshdesk offers a variety of pricing options ranging from a free plan to $95 per agent per month.

SymphonyAI

SymphonyAI Summit I offers an enterprise-class suite of tools that integrate service and asset management with AI-driven intelligence. This platform enables faster, more responsive, and more productive operations, leading to savings in IT help desk costs and lower total cost of ownership.  It is ideal for tasks such as data clustering, predictive analytics, artificial intelligence, and machine learning.

Key Features

• Machine Learning Capabilities: SymphonyAI enables efficient data sorting and processing by recognizing patterns and generating insights that aid decision-making.
• Predictive Analysis: It evaluates trends and patterns to anticipate future market conditions reliably.
• Task Automation: It reduces the effort required to perform routine tasks by automating them.
• APIs for Integration: The platform enables seamless collaboration with existing enterprise software such as ERP and CRM applications.
• Security Measures: It has advanced safety protocols for safe, secure, and reliable data management.
• Real-Time Analytics and Reports: SymphonyAI performs instant evaluations and produces critical data while tracking business KPIs.

Pros

• Provides exceptional user interface with all relevant information displayed in one place
• Offers an ease of configuration for both L1 and L2 resources

Cons

• Lacks network monitoring and patch management functionality
• Customers report a lack of good customer support

Pricing

For a detailed quote on pricing, you can contact the SymphonyAI sales team directly.

Supercharge Your IT Operations with Rezolve.ai

While many companies rely on ManageEngine for IT service management, Rezolve.ai offers an innovative AI-driven approach. Here’s what makes it stand out from the competition:

• It automates L1 tasks, saving time and reducing errors.
• It can solve up to 70% of issues automatically, making the service desk 25-30% cheaper.
• Usage is simple within MS Teams, and 70-80% of users adopt it quickly.
• It also boosts employee productivity by up to 4%, paving the way for digital growth and improvements in the long-term.

If you want to learn more about how Rezolve.ai enables advanced IT service management and improves your support capabilities, sign up for a personalized demo here.

FAQs

1. How does Rezolve.ai differ from other ITSM tools?

Rezolve.ai stands out among ITSM tools due to its AI-driven customer support. It equips users with fast, efficient, and streamlined service, thanks to features such as GenAI, agile knowledge management, and No Code Automation Studio - all without needing a tech-savvy background.

2. What factors should be taken into account when choosing an ITSM tool?

When selecting an ITSM tool, look into the unique needs of your organization, its scalability, customization, ease of use, integration with other systems, AI and automation, vendor support and training, and pricing. Additionally, check user reviews and feedback for insight into the tool's reliability and performance.

3. What is the purpose of ITSM tools?

In a business environment, ITSM tools assist with managing, delivering, and controlling IT services. These tools focus on relieving the ongoing challenges related to technology—such as managing IT infrastructures, dealing with interactive customer services, controlling costs, implementing automation, and essentially aligning IT services with business needs. And with generative AI capabilities, businesses can even harness intuitive, adaptive solutions to IT pains.