We performed a comparison between OpenText Service Manager and SCSM 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."Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's easy to scale."
"Service Manager gives us a single system where everything is centralized in one base."
"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."
"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."
"It can adapt to any process in the organization."
"The solution is quite easy to integrate with other Microsoft products."
"The most valuable feature is the reporting of incidents."
"It is a simple solution that is easy to configure."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I've used SCSM a lot, and its features are valuable."
"This solution is easy to use."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It is quite scalable."
"Customization can be difficult at times because scripting is often required."
"Their end-user interface and technical support features could be improved."
"Pure cloud-based native functionality is lacking."
"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."
"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."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Service Manager would be improved with access to automation."
"Mobile application integration would be an improvement."
"We would like to see a web-based interface that works on mobile devices."
"The configuration could be easier."
"Once we had an issue with a desktop download that would not open."
"The price of this solution is high and it needs to be cheaper."
"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."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The user interface needs to be improved."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. OpenText Service Manager is rated 7.2, while SCSM is rated 7.0. 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". 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 is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our OpenText Service Manager vs. SCSM report.
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.
