The need for IT Service Management (ITSM) tools is increasing as the world is becoming more and more digital. In this digital era, people are now accessing information from anywhere and at any time. The need for a system that can be accessed from anywhere has become necessary, as it ensures that the data is always accessible to the users. 

Here are the Best ManageEngine Alternatives:

1. NinjaOne – EDITOR’S CHOICE Protects your infrastructure from internal and external threats. It supports scanning options and allows users to can set-and-forget document backup for important files. Start a 14-day free trial.
   
2. Atera ITSM – FREE TRIAL A cloud-based software designed for small to midsize businesses in the IT sector. It includes functionality for time tracking, expense tracking, billing and invoicing, help desk, and knowledge and document management. Access 30-day free trial.
   
3. SolarWinds Service Desk Provides a cloud-based, multi-tenant platform for integrated IT asset management and a service desk that provides the functionality necessary to meet today’s service management needs.
4. Jira Service Management Empowers teams with everything they need to get started fast with ITSM practices like request, incident, problem, change, and configuration management.
5. HaloITSM An IT service management solution that helps businesses streamline the entire incident lifecycle, from ticket creation to issue resolution.
6. TOPdesk An ITSM software that brings your IT services together in one place, so it’s easy to share knowledge, answer questions, and solve problems. You’ll give agents time to spare, and customers a reason to be happy.
7. Kaseya VSA Provides IT Management Software to MSPs and IT Teams to improve efficiency and security. Manage IT assets, service desk, and more.

ITSM tools help in managing the IT infrastructure of an organization efficiently. In this post, we will discuss ManageEngine ServiceDesk Plus and its features in detail. 

Also, we have listed some of the alternatives that one can use to simplify their business operations.

ManageEngine ServiceDesk Plus Product Highlights

ManageEngine ServiceDesk Plus is an ITSM solution that can help customers manage their IT services in a better way. It has a built-in customer portal and knowledge base to provide support to the customers. The software also provides features like automatic notifications, self-service portals, and customer feedback.

Key Features:

• Automated Workflows
• Incident Management
• Change Management
• Configuration Management
• Problem Management
• Asset Management
• Availability Management
• SLA Management
• Ticketing system
• Knowledge Base
• Service Catalog
• Asset Discovery
• Visual workflows
• Advanced Analytics
• Supports integrations
• Space Management
• Sandbox

It is an all-in-one tool that improves agent productivity, reduces outages and repeat incidents, implements changes via automated workflows, avoids vulnerabilities, and much more to simplify operations.

Advantages 

• Allows users to easily manage the complete life cycle of IT tickets and reduce outages
• Helps analyze the root cause and make a better decision to boost the IT help desk’s productivity.
• Clients can access the tool via multiple channels and at any time from any location
• The tool supports multiple languages and has a solid knowledge base for quick guidance
• Addresses customer requests and issues faster and fixes them in real-time
• Manages all changes in your IT infrastructure in a better way.
• Helps create comprehensive reports based on performance and collected metrics

Pricing

ManageEngine ServiceDesk Plus offers free trials and quote-based plans. The paid plans for cloud users are available in three packages: Standard, Professional, and Enterprise.

The Standard package starts at $10 per technician per month and provides basic IT help desk services. If you require two technicians and 250 nodes or five technicians and 500 nodes, it is available at $0. However, if you require 10 techs and 500 nodes, it will cost you $1195.

The Professional package starts at $21 per technician per month and provides IT help desk services plus asset management. Under this package, if you require two technicians and 250 nodes, it will cost you $495. Five technicians and 500 nodes may cost you $1195, and 10 techs and 500 nodes will cost you $2295.

The Enterprise package is the most expensive one, starting at $50 per technician per month, and provides IT help desk services, asset management, change management, and project management. Under this package, if you require two technicians and 250 nodes, it will cost you $1195. Five technicians and 500 nodes may cost you $2995, and 10 techs and 500 nodes will cost you $5995.

As the count for techs and nodes increases, the price will be higher. For more details, contact the sales team.

Why We Need ManageEngine Alternatives

The ManageEngine suite of products is the most popular among IT admins and helps them manage their networks, servers, and applications.

However, there are some issues with the software that can be a pain point for the users.

To access more technicians and nodes, you need to pay a good price. Small businesses find it expensive and thus prefer opting for an alternative. Also, the reporting feature is limited and documentation requires improvement.

The Best ITSM Alternatives

There are many ITSM tools available in the market, but we have shortlisted the ones that are trustworthy and suitable for all business types. The below-listed tools offer better visibility and improve end-user communications. 

There are many more factors that make each one of them unique and beneficial for the organization. Hence, compare each one based on its features, pros, and cons before making any final call.

1. NinjaOne – FREE TRIAL

NinjaOne is a next-generation ITSM solution that enables organizations to provide the best customer experience and IT service quality in their industry. NinjaOne is uniquely designed to be fully integrated with the ITIL framework, which provides a comprehensive set of best practices for delivering high-quality service.

Key Features:

• Proactive monitoring
• Predictive analytics for problem avoidance
• Intelligent root cause analysis
• Automated incident detection and resolution
• Patch Management
• Asset Management
• Email monitoring
• Automated ticket creation
• Self-Service portal
• Reporting
• User and Event log monitoring
• Application Management
• Antivirus deployments
• IT Operations Management
• Workflow Automation
• Drive encryption status monitoring
• Alert options

NinjaOne implements a holistic approach that includes automated incident detection and resolution, proactive monitoring, intelligent root cause analysis, and predictive analytics for problem avoidance.

It is a cloud-based ITSM software used for managing and improving communication with customers. It is an ideal solution for small and medium-sized businesses and can be accessed from any location using a standard web browser.

The tool also supports integrations and is great at tracking virtual machines, servers, networks, workstations, and cloud infrastructure. Get started with a 14-day free trial.

2. Atera – FREE TRIAL

Atera is a cloud-based ITSM solution that offers ITSM capabilities to help IT teams manage their end-to-end service desk, asset, and change management needs.

Key Features:

• Reporting
• Patch Management
• Alert Management
• Remote Monitoring and Management
• Billing
• Automation and Workflows
• SLA management
• Custom scripting
• Ticketing System
• Network Discovery

Atera is a cloud-based ITSM solution with a variety of features to help IT teams manage their end-to-end service desk, asset, and change management needs. It also provides an intuitive user interface that enables IT staff to do their jobs more efficiently without the need for extensive training.

Atera also has an API that allows third-party integrations with other applications, such as ticketing systems and team chat tools. With the help of Atera, you can easily keep a record of ongoing activities and support clients’ IT systems.

The tool also allows companies to track unlimited devices and improve communication with end-users. Start a 30-day free trial.

Atera Access a 30-day FREE Trial

3. SolarWinds Service Desk

SolarWinds Service Desk is a customer service software that helps companies automate and streamline their IT service management processes. It can be used to manage customer requests, troubleshoot problems, and provide a better customer experience.

 Key Features:

• Contract Management
• Incident Management
• Change Management
• SLA Management
• Knowledge Base
• Self-service portal
• Service Desk Chat
• Hardware Inventory Management
• Problem Management
• Risk Management
• Software License Management
• Analytics and Reporting
• Integration with third-party tools
• Service Catalog
• Multi-factor authentication
• Ticketing System

It has a built-in knowledge base and the ability to automate tasks. SolarWinds Service Desk also allows you to create tickets, assign them to specific agents, track their progress, and view reports on any issues or requests, along with other features.

The cloud-based design is ideal for managed service providers and businesses, for it helps improve IT operations. It also supports integration with over 200 applications.

Many high-profile companies, including NASA trust SolarWinds Service Desk over other ITSM tools.

4. Jira Service Management

Jira Service Management is software that can be used to manage the IT service lifecycle. It can be used for end-to-end IT services, from design and planning to deployment and support.

Key Features:

• Incident Management
• Change Management
• Problem Management
• Request Management
• Configuration Management
• Asset Management
• Knowledge Base
• Self-service portal
• REST API

Jira Service Management has a wide range of features, including project management, work management, release management, quality assurance, testing management, change management, and configuration management.

It is also available in three editions: Jira Core (free), Jira Software (paid), and Jira Service Desk (paid). 

Using Jira Service Management, IT Ops, business teams, and developers can collaborate at a higher velocity and respond to changes quickly. Also, it offers a better customer service experience without any complexity.

Further, users can easily track performance, ingest data from other software development tools, and respond faster to incidents and customer requests. It also supports integration with over 1,000 trusted applications.

5. HaloITSM

HaloITSM is the most powerful ITSM solution available. Its unique features and capabilities make it the most desirable solution for any business.

Key Features:

• Knowledge Base
• Problem Management
• Incident Management
• Task Management
• Change Management
• Release Management
• Inventory Management
• Configuration Management
• Contract Management
• Tracking options
• Collaboration
• SLA Management
• Service Catalog
• Auto asset discovery

HaloITSM is a complete ITSM software package that includes tools for all aspects of IT Service Management. It includes an easy-to-use dashboard, a ticketing system, an incident management system, a knowledge base, an inventory management system, and much more. 

HaloITSM also has a built-in helpdesk with live chat functionality so you can provide instant customer service to your customers while they are browsing your website or using your app.

Using this ITSM solution, one can help customers manage their IT services easily by providing them with features like customer portals, knowledge bases, and more.

6. TOPdesk

The TOPdesk ITSM platform is a cloud-based solution that helps organizations in the delivery of high-quality IT services. It provides a single point of control for all aspects of service delivery, from Incident Management and Change Management to configuration and Release Management.

Key Features:

• Omnichannel support
• Analytics and Reporting
• Knowledge base
• Ticket Management
• Quick resolution
• Incident Management
• Kanban board
• Plan Board
• Self-service portal
• API support
• Supports integration
• SLA Management
• Contract Management
• Asset Management
• Change Management
• Request Management
• Problem Management
• Project Management
• Asset audit
• Operations Management
• Supports action sequences
• Service Catalog
• Mail import
• Supports KPIs
• Customizable reports

The TOPdesk ITSM platform makes IT support effortless with its excellent features. It allows users to keep track of all incoming customer requests and responds to them in real-time. It also helps automatically assign tickets to special agents and share progress reports with the team. 

Using TOPdesk, clients can also plan and evaluate the workflow of ongoing changes within the organization. Further, it helps keep track of all assets and other important areas.

It also offers a self-service portal with a knowledge base facility to help users answer tough queries more quickly.

TOPdesk is a good option, for it also allows clients to create their action sequences for their complex workflows. Another benefit of the TOPdesk ITSM platform allows importing emails from customers that can be later turned into tickets. Thus, TOPdesk helps save time and resources.

7. Kaseya VSA

The Kaseya Virtual Systems Administrator (VSA) is a software that allows IT Administrators to monitor and manage their network, servers, and endpoints. The VSA can be deployed on-premise or in the cloud.

Key Features:

• Two-factor authentication
• Remote monitoring and management
• Asset Management
• Patch Management
• Inventory management and discovery
• Service Automation
• Knowledge Base
• Network monitoring
• Endpoint Management

The Kaseya VSA includes an agentless monitoring solution for Windows devices that eliminates the need for agents. This is done by leveraging Windows Management Instrumentation (WMI) to gather information from remote devices.

The central console offers a clear view of all environments and existing systems. Be it desktops or virtual servers, with Kaseya Virtual Systems Administrator (VSA), clients can easily view every ongoing process and can automate repetitive tasks.

Conclusion

ManageEngine ServiceDesk Plus is a top-rated service management software that provides ITIL-based incident, problem, change, and configuration management capabilities. The service desk software also offers high-quality service to its end users.

Its services are more than just providing a regular Help Desk. Today, more than 100000 organizations are relying on ITIL®-ready help desk software for establishing a more organized IT department.

It is a great tool for all businesses, but many small companies cannot afford it and look for alternatives. We have listed some of the best alternate options for ManageEngine ServiceDesk Plus. Compare and choose the one that meets your business requirements and serves the purpose.