We performed a comparison between OpenText Service Manager and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Service Manager does what it should, but it's quite outdated."
"The initial setup is easy."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Its flexibility and ease of customization are its most valuable features."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It's pretty well-structured in modules."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"I don't see anything lacking."
"The product's technical support services need improvement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution does not interface well with other products and is difficult to implement."
"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."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
Earn 20 points
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. OpenText Service Manager is rated 7.2, while Serviceaide ChangeGear is rated 7.6. 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". On the other hand, the top reviewer of Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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