We performed a comparison between OpenText Service Manager [EOL] and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It helps to register things, to see the changing parts, and to correlate incidents."
"Technical support is pretty good."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"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's best features are flexibility and customizability."
"We can have all our requests and incidents registered in one system."
"It can adapt to any process in the organization."
"The most requested feature from our customers is the helpdesk ticketing system."
"The most valuable feature is the reporting of incidents."
"The reporting is very good."
"It is a simple solution that is easy to configure."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"It is one of the most stable solutions in the market."
"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 user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The interface could be better."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"Pure cloud-based native functionality is lacking."
"The solution does not interface well with other products and is difficult to implement."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"Mobile application integration would be an improvement."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Once we had an issue with a desktop download that would not open."
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OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. OpenText Service Manager [EOL] is rated 7.2, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
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