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Top Review
Find out what your peers are saying about ConnectWise Manage vs. Micro Focus Service Manager and other solutions. Updated: September 2021.
543,424 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"The most valuable feature is the management of projects from start to finish.""It handles ticketing pretty well, and it's not something I have many critiques for.""I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.""The initial setup isn't too difficult.""The product has been pretty stable so far.""It's a nice ticketing system."

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"Its flexibility and ease of customization are its most valuable features.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""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."

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Cons
"It needs to be easier to share tickets between users who need to work together.""Sometimes it is a little bit slow, which is the only complaint I have about it.""If you've got 40 tickets that come in, that get generated, that don't get properly tagged with the company, you can't just check them all and reassign them to another company. You have to individually reassign each one of those tickets to a new company.""A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working.""The custom reporting needs to be improved.""The tracking inventory or the way it tracks the products is not very good."

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"Their end-user interface and technical support features could be improved.""The solution does not interface well with other products and is difficult to implement.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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Pricing and Cost Advice
"There are some different add-ons and benefits that are optional and come at an additional cost.""The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package.""We're paying $940 a month for 14 users."

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"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."

More Micro Focus Service Manager Pricing and Cost Advice »

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Questions from the Community
Top Answer: I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're… more »
Top Answer: The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
Top Answer: There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
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Ranking
10th
out of 55 in Help Desk Software
Views
864
Comparisons
631
Reviews
6
Average Words per Review
719
Rating
7.8
24th
out of 55 in Help Desk Software
Views
1,879
Comparisons
1,379
Reviews
4
Average Words per Review
635
Rating
6.3
Comparisons
Also Known As
HPE ITSM, HPE Service Manager
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Overview

Made for companies that sell, service, and support technology, ConnectWise Manage is the leading business management platform worldwide. Today, more than 110,000 users rely on ConnectWise Manage to achieve greater accountability, operational efficiency, and profitability. Leveraging the cloud, the platform fully integrates business-process automation, help desk and customer service, sales, marketing, project management, and business analytics that dramatically streamline a company's operations.

ConnectWise Manage is the hub of the ConnectWise suite of products, a set of solutions for technology solution providers that gives an end-to-end view and total control over their business.

ConnectWise Manage also gives its users access to a powerful network of ideas, experts, and solutions. A veteran in the technology services industry, ConnectWise Manage has been the premier business management platform for technology companies for more than 15 years.

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

Offer
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Sample Customers
IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
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Top Industries
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider13%
Government6%
Educational Organization4%
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company30%
Comms Service Provider19%
Government9%
Financial Services Firm6%
Company Size
REVIEWERS
Small Business100%
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about ConnectWise Manage vs. Micro Focus Service Manager and other solutions. Updated: September 2021.
543,424 professionals have used our research since 2012.

ConnectWise Manage is ranked 10th in Help Desk Software with 6 reviews while Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews. ConnectWise Manage is rated 7.8, while Micro Focus Service Manager is rated 6.2. The top reviewer of ConnectWise Manage writes "Easy to set up, good central management, and is a super-powerful tool". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". ConnectWise Manage is most compared with Datto Autotask Professional Services Automation, ServiceNow, Kaseya BMS, Tigerpaw One and ManageEngine ServiceDesk Plus, whereas Micro Focus Service Manager is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, JIRA Service Management and IBM Maximo. See our ConnectWise Manage vs. Micro Focus Service Manager report.

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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.