We performed a comparison between OpenText Service Manager, Samanage, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 can adapt to any process in the organization."
"It gives us better understanding and control of service management."
"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."
"It's easy to scale."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The initial setup is easy."
"Service Manager's best features are flexibility and customizability."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"I like that it's always up and running."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"Change management is most valuable."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
"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."
"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 user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Pure cloud-based native functionality is lacking."
"The interface could be better."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"The utilization of AI in ServiceNow needs enhancement."
"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"Needs additional software titles and easier normalization."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"The user interface for accessing assistance sometimes disconnects."
"The solution's user experience could be improved concerning its UI and portals."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
