Over the past ten years or so, the world of online customer service has transformed multiple times. Long gone are the days when you have to find the company’s website, find their phone number or email address and then finally contact them. Today, you can do all this without a hitch just by following their social media profile.
In fact, you are no longer bound by just one channel. Whenever you are, chances are the company you buy from is also there. Modern customers are mobile and technologically versed and so is the companies they buy from. The need for a proper system that will narrow down the gap and bridge an unbreakable connection between the two parties is paramount.
Two such systems are ServiceNow and ManageEngine which begs the question. Which one is actually better? The answer is unknown and this is precisely what we are going to find out today. Thus, join us today as we’ll be firing up our analysis machine, looking at tools from different perspectives, and determining which one is the best. Let’s begin!
This wouldn’t be an analysis if we didn’t talk about the generals of each tool. Which is why we are starting our ServiceNow vs ManageEngine review by looking at each tool from a general-purpose point of view. After all, knowing where each tool works best will allow us to better understand what were their cutbacks and what the focus was.
ServiceNow — Is a tool that was made in 2003 for small and large IT companies. The key objective of the system was to provide an all-in-one answer to evergrowing IT management issues many companies at the time suffered from. Among the best things about the system is that is capable of handling enterprise-level (1k+ people) demands. This means that you will not be limited in the future, as well as it means that it scales fantastically.
Also as part of the tool is the configuration management database or CMDB for short module. This system will allow you to configure a wide range of automation scenarios, as well as self-service catalogs. It means that smaller companies will also benefit from the tool immediately upon install. Lastly, the tool offers a sandbox-like environment for testing purposes, which is a highly sought-after feature by developers.
ManageEngine — Just as ServiceNow, ManageEngine is a tool designed to solve common IT problems. Although unlike ServiceNow, ManageEngine combines asset managed and sales features into one system. Essentially, the tool aims to help your people get a better idea of what issues you might face, as well as how you can mitigate it in a fast and effective manner. Be it ticket management or data preservation, the tool strives to give you tools to combat these issues.
Another part of the tool is that it allows you to adjust things without knowing any programming language. This was added with smaller companies in mind due to them having a small (or non-existing, for that matter) software development team. Lastly, the tool also aims to provide everyone a huge list of effortless integration options.
Okay, now that we’ve covered the gist of each tool, it’s time we look at the features they have to offer. We’ll be looking at their key advantages, exclusive functions, as well as touch on the usability rate as we find it a very important aspect that cannot be omitted. And finally, we will look at the prices. Thus, let’s start with ServiceNow.
Accessibility — When it comes to accessibility and usability of ServiceNow, we can only say that it won't work well on mid-range machines. And by mid-range, we mean those that have less than 4 gigs of RAM. The reason why the tool exhibits severe slow-down is the fact that the tool has quite a few animations. And the overall interface contains numerous high-resolution effects. Keep in mind that we had to stress the tool to get such results because as soon as we stopped stressing the system, it was working pretty well and we had zero problems.
Unique Features — One of the best things about ServiceNow is that it has the Now Platform system. What this does is that it gives developers a platform to test, create, and distribute their tools. This can be a viable cost-saving measure as it has all the bells and whistles you might ever need. Plus you get to save time on the development of the platform itself. Another great thing about ServiceNow is it gives you the ability to create just about any kind of workflow you deem necessary. Lastly, the developers ensured to fully equip the tool with all the basic help desk functionality.
Pricing — As for pricing, the company doesn’t provide any public information. But if we had to estimate, it is around $100 user/agent based on a number of reviews. This isn’t extremely expensive but it does lean on the more pricy side of things. There are a few alternatives that are pretty similar to ServiceNow and cost less. So keep this in mind.
Accessibility — If we had one word to describe the accessibility of ManageEngine, we’d say it’s passable. Why you might be wondering? The answer is simple, on the surface, it is pretty straightforward. But if you want something more complex to configure, good luck finding it and understanding the requirements. On the contrary, the tool is very snappy and works like a dream even under load. We struggled to get the system down as everything can work even on low-end hardware, very great results.
Unique Features — When it comes to exclusive functionality, ManageEngine is pretty impressive because it has a service booster. What it does is that it analyzes your audience, what they like and dislike. Also, it tries to create a solution that will allow you to improve your service. This feature is still in development and it has its limitations. But overall, this is a very good tool and we can’t wait to see what it will look like in the future.
Pricing — As for the pricing, the company provides 7 (yes, you’ve read it right) different plans. One of them is free of charge but has many limits in terms of functionality. The most popular one is the Professional Cloud which will cost you $23/month and the Professional On-Premise which is $248/tech. As you might have guessed, there are actually three distinct plans but they come in two varieties. One being self-hosted, the other cloud-based.
The last section of our comparison will focus solely on issues both tools have. We find this part of the review not only helpful for the end users but for the companies that made these tools. As the more we spread this information, the faster these issues will be solved.
On the surface, the tool is very good and has a lot of cool features. Yet, it does have a few issues that are not only bad in design but can actually hinder your performance in certain instances. Let's take the update system. Once they introduce a new feature, (and trust us, there are many of these updates) you need to basically reinstall the whole thing. What should have been a “Click here to Upgrade” is now a pretty messy process that will eat all your time. Then there’s the process of installing itself, the setup part is an intensive process that requires you to take into consideration so many pieces at once it can be mind-boggling.
All in all, both tools are great but for our money, we suggest you go with ManageEngine. They have a much more stable product and if constant updates issue isn’t really a problem for you, it is the better help desk. Although we must put credit where credit is due. ServiceNow is being constantly updated and is getting some quality-of-life features all the tame. We suggest that you take this dedication into consideration when deciding which one to go with. So there's that. If you’ve been meaning to move to one of these tools but don’t have time to deal with all the hassles, let us know. We can help!
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