We performed a comparison between OpenText Service Manager [EOL] and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The initial setup is easy."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The solution is simple to set up."
"Service Manager gives us a single system where everything is centralized in one base."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager does what it should, but it's quite outdated."
"It can adapt to any process in the organization."
"Technical support is pretty good."
"The most valuable feature of TOPdesk is the reports."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of this solution is the incident management module."
"It is an easy-to-use solution."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Its ITSM approach is quite useful."
"Change management is the most critical feature."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"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."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Pure cloud-based native functionality is lacking."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"I don't see anything lacking."
"The interface could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"An operator is also a user but requires creating two different records."
"It is time-consuming to add new users."
"The solution's change management could be better."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"Change management implementation, facility management, and making reservations on assets can be improved."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
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OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 48 reviews while TOPdesk is ranked 20th in Help Desk Software with 8 reviews. OpenText Service Manager [EOL] is rated 7.2, while TOPdesk is rated 7.8. 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". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, BMC Helix ITSM and NinjaOne.
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