Compare ManageEngine SupportCenter Plus vs. Micro Focus Service Manager

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Find out what your peers are saying about ManageEngine SupportCenter Plus vs. Micro Focus Service Manager and other solutions. Updated: November 2020.
446,956 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 features are the ITIL compliance and billing.""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."

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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
"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.""They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""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.""The tech support is terrible and that seems to be a part of their business plan."

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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
"The licensing fees depend on different criteria, including options and sizing.""ManageEngine products will always be the lowest cost in category as that is part of their business model."

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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: We have found the reporting in this product to be very useful.
Top Answer: I would like to see some kind of project management or portfolio management in a future version.
Top Answer: We are currently using the 2014 version of the product. We use ManageEngine SupportCenter Plus to handle issues, incident management, and demand management.
Top Answer:  It can adapt to any process in the organization.
Top Answer: The reporting is not very strong. it can be improved. Customers need to combine different data from different sources to the same report, but it's quite difficult to do. You have to do it with many… more »
Top Answer: We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
Ranking
17th
out of 52 in Help Desk Software
Views
196
Comparisons
162
Reviews
4
Average Words per Review
634
Avg. Rating
7.8
21st
out of 52 in Help Desk Software
Views
2,105
Comparisons
1,359
Reviews
4
Average Words per Review
635
Avg. Rating
6.3
Popular Comparisons
Also Known As
HPE ITSM, HPE Service Manager
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ManageEngine
Micro Focus
Overview

SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

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

Offer
Learn more about ManageEngine SupportCenter Plus
Learn more about Micro Focus Service Manager
Sample Customers
Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systemsresultspositive, Globicon
Top Industries
No Data Available
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company41%
Comms Service Provider20%
Manufacturing Company7%
Government7%
Company Size
No Data Available
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
Find out what your peers are saying about ManageEngine SupportCenter Plus vs. Micro Focus Service Manager and other solutions. Updated: November 2020.
446,956 professionals have used our research since 2012.
ManageEngine SupportCenter Plus is ranked 17th in Help Desk Software with 4 reviews while Micro Focus Service Manager is ranked 21st in Help Desk Software with 4 reviews. ManageEngine SupportCenter Plus is rated 7.8, while Micro Focus Service Manager is rated 6.2. 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 Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". ManageEngine SupportCenter Plus is most compared with Dameware Remote Support, ManageEngine ServiceDesk Plus and ServiceNow, whereas Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, ManageEngine ServiceDesk Plus and IBM Maximo. See our ManageEngine SupportCenter Plus vs. Micro Focus Service Manager report.

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