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IT service management / YOUR COMPARISON
65% evidence coverage
With AI excluded: 71–100/100
US$1,595.00
Year; 2 technicians and 250 assets · VAT basis not stated
Organisations wanting technician-and-asset licensing with a UK data-centre option.
Official feature matrix explicitly lists the UK data centre and its exceptions.
The first number is earned from documented features. Unverified capabilities create the range. Product scores do not establish the quality, reliability or price of a particular plan.
| Capability & demo question | ManageEngine ServiceDesk Plus Cloud65–100/100 documented fit |
|---|---|
Core workflowEmail request intake5.0 points availableAsk in the demoCreate a ticket from a test email. | ✓ Supported Native email listed for UK. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSelf-service request portal5.0 points availableAsk in the demoSubmit and track a request as an employee. | ✓ Supported Employee self-service portal. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowConfigurable request forms5.0 points availableAsk in the demoShow a form collecting service-specific details. | ✓ Supported Service-specific request templates. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowSearchable knowledge base5.0 points availableAsk in the demoFind and use a relevant approved article. | ✓ Supported Searchable approved articles. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowAutomatic ticket assignment5.0 points availableAsk in the demoRoute a sample request to its responsible group. | ✓ Supported Rules, round-robin and load balancing. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService-level targets5.0 points availableAsk in the demoShow response and resolution targets on a request. | ✓ Supported Site-specific targets and escalations. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService performance reporting5.0 points availableAsk in the demoReport a backlog and a service-level result. | ✓ Supported Custom and scheduled service reports. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowIT asset inventory5.0 points availableAsk in the demoFind the device associated with a request. | ✓ Supported Professional and Enterprise asset inventory. 5.0 / 5.0 pointsEvidence ↗ |
Core workflowService catalogue5.0 points availableAsk in the demoOrder a defined service from an employee-facing catalogue. | ✓ Supported Role-relevant service catalogue. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthConditional approval workflow5.0 points availableAsk in the demoRoute a request to a different approver based on its details. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthProblem and root-cause records5.0 points availableAsk in the demoAssociate recurring incidents with a problem record. | ✓ Supported Root-cause, impact and symptom records. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthControlled change workflow5.0 points availableAsk in the demoDemonstrate review, approval and tracking of a change. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthConfiguration dependencies5.0 points availableAsk in the demoShow how a service depends on related configuration items. | ✓ Supported Visual configuration relationships. 5.0 / 5.0 pointsEvidence ↗ |
Workflow depthOn-call escalation5.0 points availableAsk in the demoEscalate a sample alert to the current on-call responder. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthRestricted agent responsibilities5.0 points availableAsk in the demoShow a restricted role unable to change unauthorised records. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthAdministrative audit history5.0 points availableAsk in the demoFind an administrative change with actor and timestamp. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
Workflow depthService data API5.0 points availableAsk in the demoRetrieve a request through an authenticated API. | ✓ Supported Authenticated request retrieval API. 5.0 / 5.0 pointsEvidence ↗ |
AIAI ticket summaries5.0 points availableAsk in the demoSummarise a long incident without omitting key evidence. | ✓ Supported UK summaries require ChatGPT or Azure OpenAI. 5.0 / 5.0 pointsEvidence ↗ |
AIAI response drafting5.0 points availableAsk in the demoDraft a reply grounded in a relevant knowledge article. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
AIConversational employee service agent5.0 points availableAsk in the demoResolve a routine request and demonstrate escalation. | ? Not verified Not established by the reviewed official evidence; request a demonstration. 0.0–5.0 / 5.0 points |
“Not verified” means the recorded evidence does not settle this specific check. It does not mean the feature is absent. Read the scoring method.