We performed a comparison between OpenText Service Manager and Spiceworks 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."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."
"It's pretty well-structured in modules."
"It can adapt to any process in the organization."
"We can have all our requests and incidents registered in one system."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"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 gives us better understanding and control of service management."
"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."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"The most valuable features are the inventory and personalization."
"The solution is very stable. It's reliable and efficient."
"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."
"Spiceworks is generic and free."
"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 user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Their end-user interface and technical support features could be improved."
"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."
"The product's technical support services need improvement."
"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."
"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."
"I don't see anything lacking."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
"Sometimes, it can be difficult to integrate what you need."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"With Spiceworks, like, when I open the websites, I have to Zoom in. I need to zoom in on those websites sometimes because it makes it horrible to use."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. OpenText Service Manager is rated 7.2, while Spiceworks is rated 7.8. 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". On the other hand, the top reviewer of Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our OpenText Service Manager vs. Spiceworks report.
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