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."It gives us better understanding and control of service management."
"The solution is simple to set up."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"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."
"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."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is the reports."
"Change management is the most critical feature."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"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."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"Customization can be difficult at times because scripting is often required."
"Their end-user interface and technical support features could be improved."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"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."
"It is time-consuming to add new users."
"The solution's change management could be better."
"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."
"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."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while TOPdesk is ranked 21st 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, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.