We performed a comparison between OpenText Service Manager, ServiceNow, and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."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."
"It gives us better understanding and control of service management."
"Technical support is pretty good."
"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"Service Manager does what it should, but it's quite outdated."
"The solution is simple to set up."
"It has an excellent capability to integrate different access points."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The solution's initial setup process is easy."
"It is easily configurable and has a good developer society online, available for any issues from the backend."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The flexibility is the product's most valuable feature."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"I like the integration with other applications or vendors."
"The product provides excellent daily reports."
"The most valuable feature is the metering capability."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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 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."
"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."
"I don't see anything lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"Compared to other products that I have been using, it is not as user-friendly."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module."
"Integration capabilities can improve."
"The capital expenditure neeed to get the tool up and running is extensive."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
"I would like it if they could provide their customers with more qualified support."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"The solution's private cloud is much too expensive."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"Better integration with other VMware toolsets would be beneficial."