We performed a comparison between Ivanti Neurons for ITSM and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."This is an excellent alternative to ServiceNow for smaller companies."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is easy to set up."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution's installation depends on its customization. It is easy."
"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."
"The solution is simple to set up."
"Technical support is pretty good."
"It's pretty well-structured in modules."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Service Manager gives us a single system where everything is centralized in one base."
"Service Manager does what it should, but it's quite outdated."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"We'd like more integration with solutions like SolarWinds."
"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."
"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."
"Customization can be difficult at times because scripting is often required."
"I don't see anything lacking."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"The solution does not interface well with other products and is difficult to implement."
Ivanti Neurons for ITSM is ranked 13th in Help Desk Software with 14 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Ivanti Neurons for ITSM is rated 8.2, while OpenText Service Manager is rated 7.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, Cherwell Service Management and ManageEngine ServiceDesk Plus, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Ivanti Neurons for ITSM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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