We performed a comparison between ManageEngine ServiceDesk Plus and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"This solution has helped a lot by freeing up valuable time allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."
"I like how it can be integrated and expanded with other ManageEngine products."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"It's stable."
"It ensures the tracking of all costs for end-user issues."
"ManageEngine provides additional modules that we can integrate in the future."
"The solution is simple to set up."
"Its flexibility and ease of customization are its most valuable features."
"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."
"Technical support is pretty good."
"Service Manager's best features are flexibility and customizability."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's easy to scale."
"It gives us better understanding and control of service management."
"The solution, overall, is expensive."
"I think asset management took a hit recently."
"Offers very limited customizations."
"The service delivery could be improved."
"The solution does not have an automated approach to integration with other ManageEngine products."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"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."
"Service Manager would be improved with access to automation."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"I don't see anything lacking."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The product's technical support services need improvement."
"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."
"Their end-user interface and technical support features could be improved."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Manager 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 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, Zoho Desk and BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Manager report.
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