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Most Helpful Review
Use Micro Focus Service Manager? Share your opinion.
Find out what your peers are saying about Micro Focus Service Manager vs. TOPdesk and other solutions. Updated: November 2020.
448,076 professionals have used our research since 2012.
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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"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI.""When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have.""Its ITSM approach is quite useful.""The most valuable feature of this solution is the incident management module."

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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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"An operator is also a user but requires creating two different records.""This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package.""The solution's change management could be better.""Change management implementation, facility management, and making reservations on assets can be improved."

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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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"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date.""Compared to other products in this segment, I think that they are priced well and not too expensive."

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Questions from the Community
Top Answer:  It can adapt to any process in the organization.
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 »
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.
Top Answer: Its ITSM approach is quite useful.
Top Answer: The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping everything up to… more »
Top Answer: The solution's change management module could be better. The fact that it's very modular is causing headaches when working with reporting. We've found that many clients who use the solution need to… more »
Ranking
20th
out of 52 in Help Desk Software
Views
2,096
Comparisons
1,369
Reviews
4
Average Words per Review
635
Avg. Rating
6.3
17th
out of 52 in Help Desk Software
Views
1,733
Comparisons
1,333
Reviews
4
Average Words per Review
358
Avg. Rating
8.3
Popular Comparisons
Compared 35% of the time.
Compared 16% of the time.
Compared 12% of the time.
Compared 3% of the time.
Also Known As
HPE ITSM, HPE Service Manager
Learn
Micro Focus
TOPdesk
Overview

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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
Offer
Learn more about Micro Focus Service Manager
Learn more about TOPdesk
Sample Customers
resultspositive, GlobiconCity of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Top Industries
REVIEWERS
Financial Services Firm35%
Aerospace/Defense Firm12%
Healthcare Company8%
Comms Service Provider8%
VISITORS READING REVIEWS
Computer Software Company41%
Comms Service Provider19%
Manufacturing Company7%
Government6%
VISITORS READING REVIEWS
Computer Software Company48%
Comms Service Provider14%
Government5%
Real Estate/Law Firm5%
Company Size
REVIEWERS
Small Business18%
Midsize Enterprise7%
Large Enterprise76%
No Data Available
Find out what your peers are saying about Micro Focus Service Manager vs. TOPdesk and other solutions. Updated: November 2020.
448,076 professionals have used our research since 2012.

Micro Focus Service Manager is ranked 20th in Help Desk Software with 4 reviews while TOPdesk is ranked 17th in Help Desk Software with 4 reviews. Micro Focus Service Manager is rated 6.2, while TOPdesk is rated 8.2. 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 TOPdesk writes "Helpful asset and reservation management capability, with professional and responsive technical support". Micro Focus Service Manager is most compared with ServiceNow, BMC Helix ITSM, JIRA Service Desk, IBM Maximo and Freshservice, whereas TOPdesk is most compared with ServiceNow, JIRA Service Desk, Zendesk Guide, ManageEngine ServiceDesk Plus and Freshservice. See our Micro Focus Service Manager vs. TOPdesk report.

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

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