ServiceDesk Plus Alternatives

4.4(1197 Ratings)

Considering alternatives to ServiceDesk Plus? See what this market ServiceDesk Plus users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how ServiceDesk Plus compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. ServiceNow IT Service Management

4.3

I have had an overwhelmingly positive experience with ServiceNow, having used it almost continuously across various organizations. We primarily utilize it as an ITSM tool for managing all aspects of ticketing, both internal and external customer tickets. It is integral to our product development processes, easing all our agile workflows and project management needs, despite some agile project execution also happening on Jira for specific parts. My experiences involved tools which were popular at the time, but ServiceNow quickly displaced it in the market due to its inherent strengths. It offers remarkable flexibility, enabling the creation of diverse reports such as incident reports and release management reports. It supports various project management methodologies, with agile capabilities added later. Essential ITSM modules like project management, incident management, change management, and release management are effectively handled within the platform. An advantage is the ease of use and the speed of its web-based interface, which I have found to be very fast with no lack. The reporting functionality is strong, offering robust filters that allow users to slice & dice data to generate comprehensive reports for both personal use and management presentations. ServiceNow also provides many templates, which significantly streamline setup by eliminating the need to configure the entire system from scratch. The customization capabilities are a significant differentiator, allowing the product to be tailored to a very high degree, essentially becoming "kind of your own tool". For example, when implementing scrum within an agile methodology, ServiceNow enables users to design their own workflows, from backlog management to story selection, rather than being confined to rigid, standard frameworks provided by other tools. For our organization, it is beneficial and easy to maintain. I believe it is the best ITSM tool currently available in the market. Read all insights and reviews for ServiceNow IT Service Management

Where ServiceDesk Plus Scored Higher

Easier to integrate and deploy
Better evaluation and contracting

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2. TOPdesk

4.4

Topdesk is our main ticketing tool where user can log their ticket via email or via the self service portal. Our experience isn't that great seeing as we need to hire a consultant every time we need a change to the system. There seems to be no build-in ITIL framework. Change management is inexistent as we needed someone to build it up from scratch.Read all insights and reviews for TOPdesk

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3. SolarWinds Service Desk

4.4

My experience with SolarWinds Service Desk has been smooth. It brings structure to our IT operations and helps the team stay on top of issues without getting overwhelmed. The ability to track, prioritize and resolve requests all in one system has made a big difference even though there are a few areas that could be improved like setup complexity but the platform continues to support our workflow and keep things moving efficiently. Its a practical tool that fits well into our day-to-day work.Read all insights and reviews for SolarWinds Service Desk

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4. SymphonyAI IT Service Management

4.4

SymphonyAI team is reachable when required and clarifies the concerns.Read all insights and reviews for SymphonyAI IT Service Management

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5. Jira Service Management

4.5

We use Jira Service Management to manage our IT service requests and delivery and it has given us a productive experience, allowing us to achieve our goals in streamlining our service operations. Jira Service Management makes it easy for our platform users to send service requests and helps us to respond to these requests as soon as possible. Jira Service Management has advanced incident management features which help us to analyze and precisely resolve all the reported issues. With Jira Service Management, we have been able to ensure that all our program users are having a smooth experience navigating our program and accessing all the learning services we offer there.Read all insights and reviews for Jira Service Management

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6. Cherwell Service Management (Legacy)

4.3

Cherwell Service Management has proven to be an efficient platform for our organisation. It provide us with enhanced service management capabilities with multiple customisation options and automation features to reduce our efforts into managing the platform and saving our time.Read all insights and reviews for Cherwell Service Management (Legacy)

Where ServiceDesk Plus Scored Higher

Better at service and support
Easier to integrate and deploy
Better evaluation and contracting

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7. Freshservice

4.3

Freshservice is amazing and very user friendly and intuitive. There are a few items that I would suggest finishing up, as sometimes it seems that the product is not fully developed. I would say it about 95% of the way there, but there are a lot of tiny nuances. Not a deal breaker and doesn't hurt the score, but some clear missed opportunities. Overall, love this product and I'm an advocate for it and want to see it succeed. Be prepared to spend a lot of time configuring over the promised 8-16 weeks, and if you're a large org, you will spend much more time setting up, regardless of 3rd party support.Read all insights and reviews for Freshservice

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8. SysAid

4.5

I've heard great responses from end users for the ease of use. On the other hand, it has done a terrible job of dealing with the form population. We had trouble with accountability and development early on. After kicking up our concerns we had a team pulled together to address concerns and were able to make progress toward a resolution. Read all insights and reviews for SysAid

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