We performed a comparison between ManageEngine SupportCenter Plus and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."We have found the reporting in this product to be very useful."
"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"The product is very scalable and stable when used as a help desk once it is built out."
"The most valuable features are the ITIL compliance and billing."
"It's easy to scale."
"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."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It gives us better understanding and control of service management."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager gives us a single system where everything is centralized in one base."
"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's best features are flexibility and customizability."
"The tech support is terrible and that seems to be a part of their business plan."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"There is no cloud-based version and it would be helpful if it were available."
"I would like to see some kind of project management or portfolio management in a future version."
"The product is very difficult to use and configure and requires specialists."
"The business model for the company is to sell low and charge for customization, education or expertise."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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 would be improved with access to automation."
"The solution does not interface well with other products and is difficult to implement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Customization can be difficult at times because scripting is often required."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. ManageEngine SupportCenter Plus is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". 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 SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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