We performed a comparison between Cherwell Service Management and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"The most valuable features are problem management and change management."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"The dashboard and the reporting functionality are the solution's most valuable features."
"All our activities are carried out in the one place."
"The dashboard is very useful to get a quick overview of current tasks."
"It can adapt to any process in the organization."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Service Manager does what it should, but it's quite outdated."
"Its flexibility and ease of customization are its most valuable features."
"The solution is simple to set up."
"Technical support is pretty good."
"We can have all our requests and incidents registered in one system."
"Service Manager's best features are flexibility and customizability."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"The stability, specifically in the on-premises deployment model, could be improved."
"Access is only available if we're on VPN."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
"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."
Cherwell Service Management is ranked 19th in Help Desk Software with 6 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Cherwell Service Management is rated 7.2, while OpenText Service Manager is rated 7.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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