We performed a comparison between OpenText Service Manager and SCSM 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."We can have all our requests and incidents registered in one system."
"Its flexibility and ease of customization are its most valuable features."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager's best features are flexibility and customizability."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The reporting is very good."
"This solution is easy to use."
"It is quite scalable."
"The most valuable feature is the reporting of incidents."
"It is one of the most stable solutions in the market."
"It is a simple solution that is easy to configure."
"This product has helped our organization by allowing people to connect with each other."
"The solution offers good productivity at a low price point."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"The solution does not interface well with other products and is difficult to implement."
"Pure cloud-based native functionality is lacking."
"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."
"Service Manager would be improved with access to automation."
"I don't see anything lacking."
"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."
"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."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"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."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"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."
"Mobile application integration would be an improvement."
"The configuration could be easier."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"The price of this solution is high and it needs to be cheaper."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. OpenText Service Manager is rated 7.2, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our OpenText Service Manager vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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