ManageEngine ServiceDesk vs SpiceWorks
Last updated: June 19, 2014
ManageEngine ServiceDesk integrates your help desk requests and assets to help you manage your IT effectively. It helps you implement ITIL best practices and troubleshoot IT service requests faster. ServiceDesk Plus is a highly customizable, easy-to-implement help desk software. More than 10,000 IT managers worldwide use ServiceDesk Plus to manage their IT help desk and assets. ServiceDesk Plus is available in 23 different languages.
Spiceworks bundles network monitoring, helpdesk, UPS power management, PC inventory tools, an online community, and much more. All in one spot. All for free.
2010 - Zoho launches SaaS Helpdesk, pushes its SaaS marketplace to challenge SpiceWorks
As we know, Zoho (before it became the SaaS-giant) has developed ManageEngine ServiceDesk, which is still one of its main revenue sources. Therefore, the lack of Service Desk tool in Zoho's SaaS suite was pretty strange. Today, Zoho decided to fix this issue and kill two birds with one stone. Two years ago Zoho launched Zoho Creator Marketplace that allows to build online apps in visual designer (in Zoho Creator) and sell them to Zoho users. So, now to draw attention to this marketplace, Zoho launched Zoho Creator Helpdesk - the helpdesk system for small business, created in Zoho Creator.
The new service allows you to manage client requests (tickets), assign owners, store solutions in knowledge base, track of IT resources and create reports showing the support effectiveness. For each ticket you can add files and comments. Tickets can be created via email or via web-form. However, to submit a ticket via web form, the customer must have Zoho-account (or Google-account). By the way, Zoho Creator Helpdesk is integrated with Google Apps and can be installed from the Google Apps Marketplace. Then you can import all employees from Google Apps account, so that they can use the helpdesk.
And the major advantage of this helpdesk is customization. It's created in Zoho Creator, and may be customized there to fit the individual requirements. You can add fields, edit scripts and change the appearance.
Zoho Creator Helpdesk is free for 2 users (support technicials). Version for 3 users costs $15/month. Given that such system can be created easily in Zoho Creator, Zoho shows an example of how third-party developers can easily build own SaaS apps and sell them.
2010 - SpiceWorks combines Service Desk, online-community and Marketplace to defeate ManageEngine ServiceDesk
SpiceWorks - is an IT infrastructure management system for small businesses. It's currently being used by over 1,000,000 IT professionals. And one of the main reasons is that it's. The freemium model is absolutely fair as the advertising banner is displayed in the software web interface. But the most interesting thing about SpiceWorks - is an in-built community for IT professionals, which allows admins to solve many problems with the help of crowdsourcing. The community includes forum where you can ask for advice, groups for communication or collaboration, wiki with useful how-to articles and ratings of hardware and software with reviews. And, of course, this community is an excellent environment for running Marketplace, where IT vendors can promote their products (post special offers, news, articles) and communicate with their target audiences - IT professionals.
Although SpiceWorks requires software installation it works in a browser (it contains an in-built web server). The system is able to scan the local network and monitor the work of devices and software in it. If something happens, the system notifies the admin by email, Twitter or mobile client alert. Although SpiceWorks works only on Windows, it can monitor Mac / Linux computers in the network.
Of course, SpiceWorks contains Service desk to manage IT assets and control user requests. The system allows you to set ticket handling rules, assign ticket owner and collaborate on tickets. Users can add requests by email or on the User Portal.