We performed a comparison between Ivanti Service Desk [EOL] 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 Help Desk Software."Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Incident management and service request management features are the most valuable."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management is a valuable feature."
"Service Manager gives us a single system where everything is centralized in one base."
"It's pretty well-structured in modules."
"It's easy to scale."
"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."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Service Manager does what it should, but it's quite outdated."
"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."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"The interface can be improved. It can be made more interactive for self-service users."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"You must be very technical to configure it."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Their end-user interface and technical support features could be improved."
"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."
"The solution does not interface well with other products and is difficult to implement."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Pure cloud-based native functionality is lacking."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Ivanti Service Desk [EOL] is rated 7.6, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". 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". Ivanti Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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