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DESK REVIEW · BUSINESS TEAMS RANK 6= · FULL ITSM RANK 4 OF 9 · RATED SEPTEMBER 2026

ManageEngine ServiceDesk Plus review 2026: editions, pricing and ITIL depth

Last reviewed 27 September 2026 · Service Desk Compare reviewers

Certified ITIL depth at a published price, in the cloud or on your own servers.

Best ITIL certification breadth at a published price

Best for
Teams that need on-premises or cloud with the same edition pricing
Deployment
Cloud or on-premises
Starting price
Free for 2 technicians; Standard from $13 per technician per month

Business-teams ranking

Rank 6=Tied at 7.1

7.1 / 10

Business teams and lean IT

Full ITSM ranking

Rank 4

7.4 / 10

ITIL and CMDB includedHow we score

How does ServiceDesk Plus score on each criterion?

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ManageEngine ServiceDesk Plus scores by criterion, 0 to 10
CriterionWeightScoreWhy
ITIL practice coverage15%
9.0 / 10
14 ITIL-certified and 14 PinkVERIFY-certified practices; full change, release and problem management need Enterprise or paid add-ons.
Automation and AI assistanceLowest in set18%
6.5 / 10
Zia, predictive triage and routing, and ChatGPT and Copilot integrations, with fewer autonomous resolution claims than peers.
Time to value18%
6.5 / 10
A free edition for two technicians, but edition, add-on and cloud or on-premises choices add planning time.
Configuration management (CMDB)12%
8.0 / 10
CMDB is included in Enterprise and sold as a $1,195 annual add-on on Professional.
Usability for non-IT requestersTied lowest14%
6.5 / 10
A service catalog out of the box and the Zia virtual agent, with fewer requester channels documented than peers.
Integrations10%
7.0 / 10
Deep native integration with the wider ManageEngine product range.
Pricing transparencyTied highest13%
9.0 / 10
Edition prices and add-on prices are published for both cloud and on-premises.

Scores are editorial assessments from public vendor pages. Total computed from published weights.

What does ServiceDesk Plus cost?

ManageEngine ServiceDesk Plus published pricing
PlanPriceWhat changes
Free$02 technicians, 250 IT assets, Standard edition.
StandardFrom $13 per technician/monthHelp desk, service catalog. Problem, project and change/release management are add-ons at $1,195 a year each.
ProfessionalFrom $27 per technician/monthAdds IT asset management. CMDB add-on $1,195 a year.
EnterpriseFrom $67 per technician/monthHelp desk, asset, change, release, problem, projects and CMDB included. No limit on the number of end users.

Source: ManageEngine ServiceDesk Plus pricing

Which ticket stages does ServiceDesk Plus automate?

ServiceDesk Plus documents automation at 3 of 6 stages, with 2 more described in general terms.

Lifecycle Automation Census: documented automation by ticket stageManageEngine ServiceDesk Plus documents automation at 3 of six stages, with 2 partial.01Logged◐PartialZia virtual supportagent; intake channelsnot detailed on thepage read02Categorised✓DocumentedPredictiveintelligence forticket triage03Routed✓DocumentedPredictive routing andassignment04Resolved◐PartialZia virtual agent andgenerated replies; noautonomous resolutionclaim05ClosedNot documented06Reviewed✓DocumentedProblem management(Enterprise or add-on)
What each vendor's public pages document for each stage, as read on 27 Sep 2026. 'Not documented' means we did not find it on the pages we read, not that the product cannot do it.
Lifecycle Automation Census for ManageEngine ServiceDesk Plus, as a table
StageStatusNote
01 LoggedPartialZia virtual support agent; intake channels not detailed on the page read Source
02 CategorisedDocumentedPredictive intelligence for ticket triage Source
03 RoutedDocumentedPredictive routing and assignment Source
04 ResolvedPartialZia virtual agent and generated replies; no autonomous resolution claim Source
05 ClosedNot documented
06 ReviewedDocumentedProblem management (Enterprise or add-on) Source

Where is ServiceDesk Plus strongest?

  • The most published ITIL credentials in this set alongside Ivanti: 14 ITIL-certified and 14 PinkVERIFY-certified practices.
  • The same edition pricing structure for cloud and on-premises, with migration between them.
  • Every price is on the page: Standard from $13, Professional from $27, Enterprise from $67 per technician per month, and add-ons at $1,195 a year.

Where does ServiceDesk Plus fall short?

  • Problem, change and release management are add-ons below Enterprise, and CMDB is an add-on on Professional.
  • AI is assistive (Zia, predictive triage and routing, generated replies) with no autonomous resolution claim.
  • Fewer requester channels documented than peers; the lowest AI score in the set (6.5).

Who should shortlist ServiceDesk Plus?

IT teams that must run on-premises or want the option to move later, and teams already using other ManageEngine products. Choose Enterprise if you need change, problem and CMDB without add-on maths.

What are the closest alternatives?

What are the key facts?

  • ManageEngine states 14 ITIL-certified practices and 14 PinkVERIFY-certified practices.

    Source: ServiceDesk Plus product page

  • ServiceDesk Plus is 'available both on-premises and in the cloud' with migration between them.

    Source: ServiceDesk Plus product page

  • AI features include the Zia virtual support agent, predictive intelligence for ticket triage, routing, assignment and sentiment analysis, and ChatGPT and Microsoft Copilot integrations.

    Source: ServiceDesk Plus product page

What else do buyers ask about ServiceDesk Plus?

How much does ServiceDesk Plus cost?

Standard starts at $13, Professional at $27 and Enterprise at $67 per technician per month. Problem, project, change and release modules are $1,195 a year each as add-ons on Standard, and CMDB is a $1,195 add-on on Professional. A free edition covers two technicians and 250 IT assets.

Is ServiceDesk Plus available on-premises?

Yes. ManageEngine offers it both on-premises and in the cloud, with the same edition structure.

Which ServiceDesk Plus edition includes a CMDB?

Enterprise includes it. On Professional it is a $1,195 annual add-on.