We performed a comparison between OpenText Service Manager [EOL] and SCSM 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."Service Manager's best features are flexibility and customizability."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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 helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager does what it should, but it's quite outdated."
"It's easy to scale."
"It can adapt to any process in the organization."
"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."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The call logging is the solution's most valuable feature. It's very easy to use."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The most valuable feature is the reporting of incidents."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"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."
"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 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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"The interface could be better."
"Pure cloud-based native functionality is lacking."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The configuration could be easier."
"Resources for understanding compliance and relative compliance need to be made available."
"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Once we had an issue with a desktop download that would not open."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"They need more integration with open-source products."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. OpenText Service Manager [EOL] is rated 7.2, while SCSM is rated 7.0. 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". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our OpenText Service Manager [EOL] vs. SCSM report.
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