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)."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 easy to scale."
"Its flexibility and ease of customization are its most valuable features."
"Technical support is pretty good."
"The initial setup is easy."
"The solution is simple to set up."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"The most requested feature from our customers is the helpdesk ticketing system."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"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."
"The solution is quite easy to integrate with other Microsoft products."
"This product has helped our organization by allowing people to connect with each other."
"Many more features than other comparable products."
"Their end-user interface and technical support features could be improved."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"The solution does not interface well with other products and is difficult to implement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Customization can be difficult at times because scripting is often required."
"I have found SCSM not adequate enough to carry out some functions."
"Mobile application integration would be an improvement."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The price of this solution is high and it needs to be cheaper."
"They need more integration with open-source products."
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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 Freshservice.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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