Micro Focus Service Manager vs. ServiceNow Comparison

Micro Focus Service Manager

ServiceNow

Micro Focus Service Manager

Read 4 Micro Focus Service Manager reviews.

2,078 views|1,367 comparisons

ServiceNow

Read 24 ServiceNow reviews.

55,659 views|32,935 comparisons

Most Helpful Review

Use Micro Focus Service Manager? Share your opinion.

Anonymous User

Delivery Lead, Enterprise at a wholesaler/distributor

Comprehensive features, good organization integration, and competitive pricing

It has been effectively used in our organization. We have large chats with 150,000 people and everyone has found it to be useful. Our internal IT... Read more »

Free Report: Micro Focus Service Manager vs. ServiceNow

Find out what your peers are saying about Micro Focus Service Manager vs. ServiceNow and other solutions. Updated: January 2021.

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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." More Micro Focus Service Manager Pros »	"In the Service Portal, the widget concept - and the way we have developed our widget - is pretty simple. We can leverage a lot on top of it.""Easy to integrate with third-party applications.""This solution is a single-storage for our user community to submit help desk tickets.""The most valuable feature is that this is a Cloud solution.""ServiceNow was the first true enterprise to service management platform.""The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks.""It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents.""I have found that sorting and grouping functions are particularly useful." More ServiceNow Pros »
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." More Micro Focus Service Manager Cons »	"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration.""It's missing monitoring capabilities.""I do not like the user interface.""Transparency in the pricing model needs to be improved.""Service mapping could be less complicated.""The major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations.""There should be fewer clicks and faster integrations between solutions.""Creating service catalog forms could be made easier." More ServiceNow Cons »

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."

More Micro Focus Service Manager Pricing and Cost Advice »

"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs.""The mandatory minimum is US$ 20,000 for licensing.""The licenses are expensive.""The setup cost is high compared to others, especially when the scope is not fixed.""I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware.""$230 per user.""It is very expensive because it is a big organization. You have to pay for additional things.""ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

More ServiceNow Pricing and Cost Advice »

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Questions from the Community
What do you like most about Micro Focus Service Manager? Top Answer: It can adapt to any process in the organization. Read all 4 answers What needs improvement with Micro Focus Service Manager? 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 » Read all 4 answers What is your primary use case for Micro Focus Service Manager? 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. Read all 4 answers	What Is The Biggest Difference Between BMC Helix and ServiceNow? Top Answer: : There is several difference between in Service and BMC Helix ITSM As BMC Helix ITSM is a fully internationalized environment: one can localize the labels, messages (system-generated messages)… more » Read all 8 answers What are the differences in purchase and maintenance costs for ServiceNow and JIRA Service Desk? Top Answer: Jira Service desk supports ITIL and gives you many templates for different helpdesk scenarios, allows to creates issues using the email. The implementation of Service Desk is easy and intuitive Read all 6 answers How do you like the MIM feature in ServiceNow? Top Answer: In that regard, the major incident management gives service organisations and customers the opportunity the focus on restoring the functionality asap without getting lost in sidetracking possible… more » Read all 3 answers
Ranking
21st out of 53 in Help Desk Software Views 2,078 Comparisons 1,367 Reviews 4 Average Words per Review 635 Rating 6.3	1st out of 53 in Help Desk Software Views 55,659 Comparisons 32,935 Reviews 22 Average Words per Review 521 Rating 8.0
Popular Comparisons
BMC Helix ITSM vs. Micro Focus Service Manager Compared 10% of the time. JIRA Service Desk vs. Micro Focus Service Manager Compared 8% of the time. IBM Maximo vs. Micro Focus Service Manager Compared 5% of the time. ManageEngine ServiceDesk Plus vs. Micro Focus Service Manager Compared 5% of the time. IBM SmartCloud Control Desk vs. Micro Focus Service Manager Compared 4% of the time. See more Micro Focus Service Manager competitors » + Add more products to compare	BMC Helix ITSM vs. ServiceNow Compared 12% of the time. Pega BPM vs. ServiceNow Compared 7% of the time. JIRA Service Desk vs. ServiceNow Compared 6% of the time. Appian vs. ServiceNow Compared 6% of the time. Cherwell Service Management vs. ServiceNow Compared 2% of the time. See more ServiceNow competitors » + Add more products to compare
Also Known As
HPE ITSM, HPE Service Manager
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Micro Focus	ServiceNow
Overview
Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.	Now, with the ServiceNow System of Action, every employee, customer, and machine can make requests on a single cloud platform. Every department working on tasks can assign and prioritize, collaborate, get down to root cause issues, gain real-time insights, and drive to action. Your employees are energized, your service levels improve, and you realize game-changing economics. Work at lightspeed.^(TM)
Offer
Learn more about Micro Focus Service Manager Learn More	Learn more about ServiceNow Learn More
Sample Customers
resultspositive, Globicon	AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow
Top Industries
REVIEWERS Financial Services Firm35% Aerospace/Defense Firm12% Healthcare Company8% Comms Service Provider8% VISITORS READING REVIEWS Computer Software Company39% Comms Service Provider22% Manufacturing Company7% Government6%	REVIEWERS Financial Services Firm16% Healthcare Company14% Manufacturing Company11% Computer Software Company9% VISITORS READING REVIEWS Computer Software Company37% Comms Service Provider13% Government7% Financial Services Firm5%
Company Size
REVIEWERS Small Business18% Midsize Enterprise7% Large Enterprise76%	REVIEWERS Small Business19% Midsize Enterprise12% Large Enterprise69% VISITORS READING REVIEWS Small Business15% Midsize Enterprise11% Large Enterprise74%

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