We performed a comparison between ManageEngine ServiceDesk Plus and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"I rate the solution a ten out of ten for scalability."
"It ensures the tracking of all costs for end-user issues."
"The management of this application is good."
"The solution is free for up to five users."
"The solution overall has been quite stable."
"The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager does what it should, but it's quite outdated."
"It's pretty well-structured in modules."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"I think asset management took a hit recently."
"Improvement is needed in the Software Assets Management functionality."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The current MDM is very basic and should be expanded."
"Lacks some flexibility in the configuration of workflows."
"There's no native integrations between the systems."
"The product needs to allow for implementation for other departments besides the IT help desk."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"The product's technical support services need improvement."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The interface could be better."
"Their end-user interface and technical support features could be improved."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
More OpenText Service Manager [EOL] Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in IT Service Management (ITSM) with 48 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
