We performed a comparison between N-able MSP Manager 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."I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"I am impressed with the tool's integration with our mail system."
"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."
"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."
"It's easy to scale."
"Technical support is pretty good."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager's best features are flexibility and customizability."
"The tool needs to improve its customization of the user interface."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The interface could be better."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
N-able MSP Manager is ranked 27th in Help Desk Software with 3 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. N-able MSP Manager is rated 8.4, while OpenText Service Manager is rated 7.2. The top reviewer of N-able MSP Manager writes "We can do all the things with it and manage a ton of clients with a small IT team". 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". N-able MSP Manager is most compared with JIRA Service Management, ServiceNow and Freshdesk, 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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