We performed a comparison between OpenText Service Manager [EOL] and SCSM based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."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."
"The solution is simple to set up."
"Service Manager's best features are flexibility and customizability."
"It's pretty well-structured in modules."
"Service Manager does what it should, but it's quite outdated."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"The call logging is the solution's most valuable feature. It's very easy to use."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"The solution offers good productivity at a low price point."
"The most valuable feature is the reporting of incidents."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Their end-user interface and technical support features could be improved."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"Customization can be difficult at times because scripting is often required."
"The interface could be better."
"Service Manager would be improved with access to automation."
"I have found SCSM not adequate enough to carry out some functions."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
"The price of this solution is high and it needs to be cheaper."
"The user interface needs to be improved."
"Once we had an issue with a desktop download that would not open."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. OpenText Service Manager [EOL] is rated 7.2, while SCSM is rated 7.0. The top reviewer of OpenText Service Manager [EOL] 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and Freshservice.
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