We performed a comparison between N-able MSP Manager, OpenText Service Manager, 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.
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"It's pretty well-structured in modules."
"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."
"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."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It can adapt to any process in the organization."
"Service Manager does what it should, but it's quite outdated."
"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 workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"We always get good support."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"The Workflow feature is the most valuable."
"Very easy to implement and to respond to my clients' needs."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"Data in reports and dashboards are easily accessible."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"The tool needs to improve its customization of the user interface."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"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."
"The interface could be better."
"Their end-user interface and technical support features could be improved."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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 scalability needs improvement."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"Transparency in the pricing model needs to be improved."
"The installation and deployment of ServiceNow can be a bit challenging. One major issue I've encountered is that ServiceNow doesn't provide the same mobile responsiveness or features that we used to enjoy with other tools. For example, with Splunk, our response times were about five minutes, and we could manage alerts and incidents directly from our mobile devices."
"There should be fewer clicks and faster integrations between solutions."
