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Cherwell Service Management vs Micro Focus Service Manager comparison

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Buyer's Guide
Cherwell Service Management vs. Micro Focus Service Manager
July 2022
Find out what your peers are saying about Cherwell Service Management vs. Micro Focus Service Manager and other solutions. Updated: July 2022.
621,703 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 integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management."

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"The solution is simple to set up.""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.""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.""Sometimes, customization is simple. The version we are using now has a nice interface.""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what we had in Remedy, which is what we were using before 2013.""Service Manager does what it should, but it's quite outdated."

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Cons
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost.""Application service mapping, GRC, SecOps, and things like that need improvement."

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"Customization can be difficult at times because scripting is often required.""I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product.""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.""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.""I don't see anything lacking.""Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "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."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
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    Questions from the Community
    Top Answer:Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer:For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer:Application service mapping, GRC, SecOps, and things like that need improvement.
    Top Answer: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… more »
    Top Answer: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… more »
    Top Answer:We predominantly use it for incident management, change management, and knowledge management.
    Ranking
    27th
    out of 56 in Help Desk Software
    Views
    1,582
    Comparisons
    1,114
    Reviews
    2
    Average Words per Review
    380
    Rating
    7.0
    17th
    out of 56 in Help Desk Software
    Views
    2,005
    Comparisons
    1,411
    Reviews
    5
    Average Words per Review
    404
    Rating
    6.6
    Comparisons
    Also Known As
    HPE ITSM, HPE Service Manager
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

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

    Offer
    Learn more about Cherwell Service Management
    Learn more about Micro Focus Service Manager
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company18%
    Government11%
    Comms Service Provider11%
    Healthcare Company6%
    REVIEWERS
    Financial Services Firm32%
    Comms Service Provider14%
    Aerospace/Defense Firm11%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider18%
    Government9%
    Financial Services Firm6%
    Company Size
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise12%
    Large Enterprise71%
    REVIEWERS
    Small Business18%
    Midsize Enterprise8%
    Large Enterprise74%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise14%
    Large Enterprise68%
    Buyer's Guide
    Cherwell Service Management vs. Micro Focus Service Manager
    July 2022
    Find out what your peers are saying about Cherwell Service Management vs. Micro Focus Service Manager and other solutions. Updated: July 2022.
    621,703 professionals have used our research since 2012.

    Cherwell Service Management is ranked 27th in Help Desk Software with 2 reviews while Micro Focus Service Manager is ranked 17th in Help Desk Software with 6 reviews. Cherwell Service Management is rated 7.0, while Micro Focus Service Manager is rated 6.6. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of Micro Focus Service Manager writes "Streamlines productivity and is able to handle a big number of enterprise-wide service needs". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, Ivanti Service Desk , JIRA Service Management and SCSM, whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and IBM Maximo. See our Cherwell Service Management vs. Micro Focus Service Manager report.

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

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.