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."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."
"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."
"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."
"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."
Earn 20 points
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.
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