Compare Micro Focus Service Manager vs. Serviceaide Intelligent Service Management

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Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
"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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"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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Cons
"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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"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

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Pricing and Cost Advice
"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."

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Questions from the Community
Top Answer: 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… more »
Top Answer: 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… more »
Top Answer: We predominantly use it for incident management, change management, and knowledge management.
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Ranking
24th
out of 55 in Help Desk Software
Views
1,831
Comparisons
1,311
Reviews
4
Average Words per Review
635
Rating
6.3
30th
out of 55 in Help Desk Software
Views
260
Comparisons
168
Reviews
1
Average Words per Review
448
Rating
6.0
Comparisons
Also Known As
HPE ITSM, HPE Service Manager
Serviceaide ISM, Nimsoft Service Desk, CA Cloud Service Management
Learn More
Overview

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

CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.
Offer
Learn more about Micro Focus Service Manager
Learn more about Serviceaide Intelligent Service Management
Sample Customers
resultspositive, Globicon
Oakwood Systems Group
Top Industries
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Comms Service Provider8%
Government8%
VISITORS READING REVIEWS
Computer Software Company29%
Comms Service Provider20%
Government9%
Financial Services Firm6%
REVIEWERS
Financial Services Firm25%
Healthcare Company25%
Educational Organization13%
Media Company13%
VISITORS READING REVIEWS
Computer Software Company35%
Comms Service Provider9%
Government8%
Healthcare Company8%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
REVIEWERS
Small Business20%
Midsize Enterprise7%
Large Enterprise73%
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in Help Desk Software. Updated: September 2021.
536,244 professionals have used our research since 2012.

Micro Focus Service Manager is ranked 24th in Help Desk Software with 4 reviews while Serviceaide Intelligent Service Management is ranked 30th in Help Desk Software with 1 review. Micro Focus Service Manager is rated 6.2, while Serviceaide Intelligent Service Management is rated 6.0. The top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". On the other hand, the top reviewer of Serviceaide Intelligent Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, ManageEngine ServiceDesk Plus, JIRA Service Management and IBM Maximo, whereas Serviceaide Intelligent Service Management is most compared with ServiceNow, Clarity SM and Zoho Desk.

See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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