We performed a comparison between Clarity SM, OpenText Service Manager [EOL], and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"We can search open and closed cases to find what we have done in other incidents."
"The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It has a good GUI interface."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"The in-service catalog is quite useful."
"Self-service interface means people can check their own tickets."
"When users have a problem, they report using Service Desk and it is very useful for this."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager's best features are flexibility and customizability."
"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."
"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."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"The monitoring tool is in need of improvement."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"Report solutions are a little short."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"The product needs to have a better user experience in the interface and mobile functionality."
"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."
"Service Manager would be improved with access to automation."
"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."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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