ManageEngine ServiceDesk Plus vs SymphonyAI IT Service Management
ManageEngine ServiceDesk Plus
manageengine.com
SymphonyAI IT Service Management
symphonyai.comSide by side
| Figure | ManageEngine ServiceDesk Plus | SymphonyAI IT Service Management |
|---|---|---|
| Price from | $10/mo | $89/mo |
| Free plan | — | — |
| Free trial | Yes | — |
| Open source | — | — |
| Web | Yes | Yes |
| Windows | Yes | Yes |
| macOS | Yes | Yes |
| Linux | Yes | Yes |
| iOS | Yes | Yes |
| Android | Yes | Yes |
| API | Yes | Yes |
| Self-hosted | Yes | Yes |
| Plans published | 9 | 2 |
| Spec score · Enterprise Service Management Software | 8.9 (#4) | 8.3 (#11) |
| Spec score · IT Problem Management Software | 9.0 (#8) | 8.3 (#16) |
| Spec score · IT Service Catalog Software | 8.9 (#5) | 8.3 (#11) |
| Spec score · IT SLA Management Software | 8.9 (#12) | 8.3 (#25) |
| Integrations | Native integrations include Endpoint Central, Patch Manager Plus, Remote Access Plus, Vulnerability Manager Plus, Microsoft Intune, Configuration Manager, Microsoft 365, Active Directory, Entra ID, Zoho Assist, EventLog Analyzer and Log360. | Integration Hub advertises 1,000-plus apps, 1,500-plus runbooks and more than 40 integrations/connectors out of the box. |
| Rating on Capterra | 4.4 out of 5 from 234 reviews | 4.4 out of 5 from 27 reviews |
| Rating on G2 | 4.2 out of 5 from 253 reviews | 4.6 out of 5 from 68 reviews |
| Rating on Gartner Peer Insights | 4.4 out of 5 from 1481 ratings | 4.5 out of 5 from 1048 ratings |
| Rating on GetApp | 4.4 out of 5 from 234 reviews | 4.4 out of 5 from 27 reviews |
| Rating on TrustRadius | 9.2 out of 10 from 142 reviews | 9.4 out of 10 from 44 reviews and ratings |
| What it does | ServiceDesk Plus combines IT service management, IT asset management, CMDB and enterprise service management for departments such as HR, facilities and finance, with cloud and on-premises deployment. | SymphonyAI Apex Aspen combines AI-powered IT service management and asset management on one platform. |
Plans
ManageEngine ServiceDesk Plus
- Standard$13 a month
- Professional$27 a month
- Enterprise$67 a month
- Standard Cloud$10 a month
- Professional Cloud$21 a month
- Enterprise Cloud$50 a month
- Standard On-premises$120 a month
- Professional On-premises$248 a month
- Enterprise On-premises$598 a month
SymphonyAI IT Service Management
- Basic$89 a month
- SymphonyAI IT Service Management (Apex Aspen)Priced on request
In their own words
ManageEngine ServiceDesk Plus
ManageEngine ServiceDesk Plus is an IT help desk product with a free plan and a 30-day trial. Its feature set includes SLA management, a knowledge base, approval workflows, an employee portal, single sign-on, and IT asset management. The paid plans separate core help desk use from broader management needs: Standard is $13 a month, billed monthly, for IT help desk work; Professional is $27 a month, billed monthly, and adds asset management; Enterprise is $67 a month, billed monthly, and includes change management and projects alongside the help desk and asset management. The product is available on Android, iOS, Linux, macOS, web, and Windows, with mobile apps listed. That combination gives teams a way to compare the included service and asset capabilities against their plan requirements while accounting for access across desktop and mobile platforms.
SymphonyAI IT Service Management
SymphonyAI IT Service Management is a web offering built on Apex Aspen, an AI-powered enterprise IT service management platform. Its Employee Support Agent handles Tier-1 requests from intake through resolution, including password resets, software provisioning, and access requests. The product page says native automation can automate up to 80% of service requests. Employees can contact IT through web, mobile app, email, SMS, virtual agents, Slack, Teams, or WhatsApp. A drag-and-drop no-code interface supports workflows and forms across ITSM modules. The Integration Hub connects REST API-enabled systems through built-in workflows and describes access to 1,000+ apps and 1,500+ runbooks. Real-time dashboards show KPIs, SLA compliance, ticket trends, and analyst performance. One instance can isolate data, workflows, and SLAs for multiple business units, geographies, or customers. Translation works online and offline. Security materials list ISO/IEC 27001, ISO/IEC 277001, SOC 2, CSA STAR, HIPAA, and GDPR. Pricing is on request; demos are available.