DESK REVIEW · BUSINESS TEAMS RANK 6= · FULL ITSM RANK 4 OF 9 · RATED SEPTEMBER 2026
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
Business-teams ranking
Rank 6=Tied at 7.17.1 / 10
Business teams and lean ITFull ITSM ranking
Rank 47.4 / 10
ITIL and CMDB includedHow we scoreScroll for more
| Criterion | Weight | Score | Why |
|---|---|---|---|
| ITIL practice coverage | 15% | 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 set | 18% | 6.5 / 10 | Zia, predictive triage and routing, and ChatGPT and Copilot integrations, with fewer autonomous resolution claims than peers. |
| Time to value | 18% | 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 lowest | 14% | 6.5 / 10 | A service catalog out of the box and the Zia virtual agent, with fewer requester channels documented than peers. |
| Integrations | 10% | 7.0 / 10 | Deep native integration with the wider ManageEngine product range. |
| Pricing transparencyTied highest | 13% | 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.
| Plan | Price | What changes |
|---|---|---|
| Free | $0 | 2 technicians, 250 IT assets, Standard edition. |
| Standard | From $13 per technician/month | Help desk, service catalog. Problem, project and change/release management are add-ons at $1,195 a year each. |
| Professional | From $27 per technician/month | Adds IT asset management. CMDB add-on $1,195 a year. |
| Enterprise | From $67 per technician/month | Help desk, asset, change, release, problem, projects and CMDB included. No limit on the number of end users. |
ServiceDesk Plus documents automation at 3 of 6 stages, with 2 more described in general terms.
| Stage | Status | Note |
|---|---|---|
| 01 Logged | Partial | Zia virtual support agent; intake channels not detailed on the page read Source |
| 02 Categorised | Documented | Predictive intelligence for ticket triage Source |
| 03 Routed | Documented | Predictive routing and assignment Source |
| 04 Resolved | Partial | Zia virtual agent and generated replies; no autonomous resolution claim Source |
| 05 Closed | Not documented | |
| 06 Reviewed | Documented | Problem management (Enterprise or add-on) Source |
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.
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
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.
Yes. ManageEngine offers it both on-premises and in the cloud, with the same edition structure.
Enterprise includes it. On Professional it is a $1,195 annual add-on.
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