We performed a comparison between Hornbill Systems Supportworks and OpenText Service Manager [EOL] 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's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"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."
"It can adapt to any process in the organization."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"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."
"Its flexibility and ease of customization are its most valuable features."
"It's easy to scale."
"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."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"Their end-user interface and technical support features could be improved."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"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."
"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."
"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."
"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."
"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."
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Hornbill Systems Supportworks is ranked 35th in Help Desk Software while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Hornbill Systems Supportworks is rated 7.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Hornbill Systems Supportworks is most compared with ServiceNow, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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