We performed a comparison between Agiloft 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 Help Desk Software."Our customer service and productivity have increased in quality and quantity since using this product."
"It's pretty well-structured in modules."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager does what it should, but it's quite outdated."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"We can have all our requests and incidents registered in one system."
"We have found the documentation a bit confusing at times. This area could use some improvement."
"The interface could be better."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I don't see anything lacking."
"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."
"Customization can be difficult at times because scripting is often required."
"The solution does not interface well with other products and is difficult to implement."
"Service Manager would be improved with access to automation."
"Their end-user interface and technical support features could be improved."
Earn 20 points
Agiloft Service Desk Suite is ranked 40th in Help Desk Software while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Agiloft Service Desk Suite is rated 9.6, while OpenText Service Manager is rated 7.2. The top reviewer of Agiloft Service Desk Suite writes "It's customizable, can be developed easily, and free, but only up to a certain number of users". 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 Service Desk Suite is most compared with , whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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