BMC Remedyforce [EOL] vs OpenText Service Manager comparison

Cancel
You must select at least 2 products to compare!
Comparison Buyer's Guide
Executive Summary

We performed a comparison between BMC Remedyforce [EOL] 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.
To learn more, read our detailed Help Desk Software Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"The solution is very flexible.""ITIL best practices and smart practices are efficient in calculating the performance of services provided.""Offers good reporting capabilities. Getting the right information is the key to understanding and improvements.""The feature that we like best is the stability of the product.""The interface and customization are the solution's most valuable features.""Remedyforce has greatly improved our company's ability to accurately track and create new records.""An inexpensive solution that is easy to set up and use without much support.""The reporting is very good and you can do incident matching."

More BMC Remedyforce [EOL] Pros →

"It can adapt to any process in the organization.""It gives us better understanding and control of service management.""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 initial setup is easy.""The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.""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.""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.""Its flexibility and ease of customization are its most valuable features."

More OpenText Service Manager Pros →

Cons
"The product is created to service small to medium-sized businesses. Although it can be used in enterprise settings this choice comes down to properly assessing needs.""As we added more custom configuration, we started running into SOQL errors, which could not be resolved yet.""My team finds the search options and the user interface to be really cumbersome.""They need to make it possible to more easily customize the user interface.""It's hard to find information about the solution online. We'll sometimes use the internet to look for technical answers, and we won't be able to find it.""They need to include more high-end technology, different languages, the kinds of things not yet included in the product.""The solution's technical support is in need of a lot of improvement.""More flexible ways to change the existing configuration would benefit existing customers."

More BMC Remedyforce [EOL] Cons →

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""The solution does not interface well with other products and is difficult to implement.""I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product.""Service Manager would be improved with access to automation.""Customization can be difficult at times because scripting is often required.""It needs good integration with the configuration database, that's lacking at the moment, It's not that good.""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."

More OpenText Service Manager Cons →

Pricing and Cost Advice
  • "BMC Remedyforce is extremely reasonable when talking about licensing costs."
  • "The cost may be higher, but it is backed up by the great product and superb customer service."
  • "Licensing should be reviewed and understood before making the purchase."
  • "My current company has a deal. I think the subscription per year is 20K dollars. Per year for the client is really nothing compared to other products and solutions."
  • More BMC Remedyforce [EOL] Pricing and Cost Advice →

  • "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 →

    report
    Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.
    765,386 professionals have used our research since 2012.
    Questions from the Community
    Ask a question

    Earn 20 points

    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    Unranked
    In Help Desk Software
    16th
    out of 59 in Help Desk Software
    Views
    1,445
    Comparisons
    961
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Comparisons
    Also Known As
    Remedyforce
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    BMC Remedyforce, built on Salesforce App Cloud, enables you to deliver high-speed service management that empowers users and accelerates the business, with minimal capital investment.

    Built with speed and flexibility in mind

    • Comprehensive functionality:Incident, problem, change, service level management, self-service, discovery and asset management
    • Social, mobile, modern access: With the Salesforce 1 platform, solve incidents, submit approvals, and crowdsource information via Chatter or chat
    • Intuitive dashboards and reporting: Resolve 90% of IT issues on the first call; show key business metrics in real time
    • Configuration not customization: Deploy new technologies and services without coding or scripting, using existing Salesforce staff
    • No software or hardware to install or manage: Seamless upgrades twice a year with simple, value-based pricing


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

    Sample Customers
    Design Within Reach, Dex Media, DHHS, News UK, Pervasive Software, Mitchell International, Sysmex Corporation, Ameritas, Lumen 21
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Comms Service Provider15%
    Financial Services Firm15%
    Computer Software Company14%
    Government9%
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise31%
    Large Enterprise38%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise9%
    Large Enterprise68%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    BMC Remedyforce [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 15 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. BMC Remedyforce [EOL] is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of BMC Remedyforce [EOL] writes "A solid, reasonably-priced service management solution for small to mid-sized businesses". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". BMC Remedyforce [EOL] is most compared with , whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software 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.