We performed a comparison between ManageEngine ServiceDesk Plus 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."The most valuable features are project management, change management, and the flow according to the mail chain."
"I like the catalog features and workflow. I also like the knowledge space."
"The product scales up effortlessly and you can easily add users."
"The workflow automation is the most valuable feature of this solution."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The solution offers a lot of opportunities for integrations."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The strength is its pricing. It is easy to use."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"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 can adapt to any process in the organization."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager does what it should, but it's quite outdated."
"It gives us better understanding and control of service management."
"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."
"Improvement is needed in the Software Assets Management functionality."
"The self-service feature for end users and the knowledge base need to be improved."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The interface is not the best. The user interface could be more intuitive."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The current MDM is very basic and should be expanded."
"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."
"Pure cloud-based native functionality is 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."
"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."
"The solution does not interface well with other products and is difficult to implement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The product's technical support services need improvement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Manager is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Manager report.
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