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)."The initial setup is easy."
"Service Manager's best features are flexibility and customizability."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"We can have all our requests and incidents registered in one system."
"Its flexibility and ease of customization are its most valuable features."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The solution offers good productivity at a low price point."
"The reporting is very good."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The solution is quite easy to integrate with other Microsoft products."
"It is one of the most stable solutions in the market."
"I don't see anything lacking."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"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."
"The product's technical support services need improvement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Their end-user interface and technical support features could be improved."
"Pure cloud-based native functionality is lacking."
"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."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"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."
"Resources for understanding compliance and relative compliance need to be made available."
"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."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"They need more integration with open-source products."
"The user interface needs to be improved."
"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."
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OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked 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, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support.
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