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Agiloft ITSM ITIL Service Desk Suite vs OpenText Service Manager comparison

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Buyer's Guide
IT Service Management (ITSM)
April 2024
Executive Summary

We performed a comparison between Agiloft ITSM ITIL Service Desk Suite and OpenText Service Manager based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2024).
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767,995 professionals have used our research since 2012.
Featured Review
Anonymous User
We use it for handling requests. It has reduced the IT staff required.
We were able to reduce the IT staff from 4 to 1.5 FTE, to handle the 2500/monthly requests.
Tomasz Kadlewicz
Customizable, flexible, and reliable
It's the point of control for managing issues and offers control in the implementation of the changes. It's had a positive impact in general in our... Read more →
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pricing and Cost Advice
Information Not Available
  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."

    • More OpenText Service Manager Pricing and Cost Advice →

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    What do you like most about Micro Focus Service Manager?
    Top Answer:The initial setup is easy.
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    Top Answer:The product's technical support services need improvement.
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    What is your primary use case for Micro Focus Service Manager?
    Top Answer:We use the product for infrastructure, profile, and incident management.
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    Ranking
    30th
    out of 49 in IT Service Management (ITSM)
    Views
    197
    Comparisons
    162
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    12th
    out of 49 in IT Service Management (ITSM)
    Views
    1,367
    Comparisons
    917
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Comparisons
    Also Known As
    Agiloft ITSM/ITIL Service Desk Suite, Agiloft IT Service Management
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Agiloft
    OpenText
    Overview
    Flexible ITIL and ITSM Software

    Awarded “Best Overall Value” three years in a row by Info-Tech Research Group

    What we can do for you

    Improve Consistency: Pre-built ITIL processes and integrated asset management guides IT staff through your preferred processes and ensure consistent service. Workflow automation tracks performance and proactively escalates issues before they become problems.

    Gain Actionable Insights: Dashboards, reports, and charts show turnaround times, staff productivity and overdue tickets at a glance. So you can plan and respond effectively.

    Close Tickets Faster: The self-service portal with single sign-on empowers users while reducing the burden on your staff. Eliminate errors and duplication of effort with a centralized knowledgebase.

    Features

    End User Portal: With a 24/7 self-service portal, users are able to report issues or request services online. A dynamic knowledge base with FAQ, and full text search, provides answers to common issues.

    Live Chat: Provide real-time service for critical issues and convert chat transcripts into tickets with one click. LogMeIn Rescue or Bomgar integration enables fast and effective remote support.

    Personalized Home Pages: Improve staff productivity with easily customized home pages that allow IT staff to work the way they like and see the information most important to them.

    Full Auditability: Available via historical snapshots that display the entire record as it existed at any point in time and configurable audit logs.

    Efficient Resolutions: Through configurable ticket assignment and escalation rules that alert you to blockages and proactively escalate issues when necessary.

    Global Support: With multi-language functionality and follow-the-sun case assignment that can be customized for the working hours of different teams.


    “Agiloft is one of the most caring and responsive vendors that I have ever worked with”
    — Dave Ross, Cal Poly


    Get more information | Try it now | Request a demo


    What Makes Us Different
    • Built on an agile platform for rapid configuration of the most sophisticated requirements, without any coding.
    • Available both as a hosted cloud solution and as an in-house deployment.
    • Fully extensible, with 10+ out-of-the-box applications and the flexibility to map any custom business process.
    • One affordable price that includes all features and functionality. No hidden fees, no surprises.

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    Sample Customers
    Affinity Development Group, ArcaTech Systems, Carestream Health, CareView Communications, Chester County, Chevron Corporation, Conde Nast, CSF International, DCG Systems, East Virginia Medical School, EMC, Hopkins County Board of Education, Hot Topic Media, Lattice Semiconductor, Lexnet Consulting Group
    resultspositive, Globicon
    Top Industries
    No Data Available
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm14%
    Manufacturing Company12%
    Comms Service Provider7%
    Company Size
    No Data Available
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise18%
    Large Enterprise64%
    Buyer's Guide
    IT Service Management (ITSM)
    April 2024
    Download Free Report
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: April 2024.
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    767,995 professionals have used our research since 2012.

    Agiloft ITSM ITIL Service Desk Suite is ranked 30th in IT Service Management (ITSM) while OpenText Service Manager is ranked 12th in IT Service Management (ITSM) with 48 reviews. Agiloft ITSM ITIL Service Desk Suite is rated 10.0, while OpenText Service Manager is rated 7.2. The top reviewer of Agiloft ITSM ITIL Service Desk Suite writes "We use it for handling requests. It has reduced the IT staff required". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Agiloft ITSM ITIL Service Desk Suite is most compared with Clarity SM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.

    See our list of best IT Service Management (ITSM) vendors.

    We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.