We performed a comparison between Freshservice and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The solution’s timely automated triggers increase our IT team’s productivity."
"The solution has been very helpful engineering insights into the client's environment. We have been able to manage calls and incidence very efficiently which provides us with a clear understanding of the system warranty and the actions that we might need to take in terms of insights. The system is very dynamic and prevents any kind of over sides which is yours that there is smooth contract management. Also we can easily uphold SLAs and deliver enhanced services without breaching any agreements."
"The admin feature is the UI, so it's very clean. The asset management and its model are valuable as well."
"The portal is straightforward for the end-user, but that's not the best part of Freshservice. Integration is the part that's interesting because it's easy to set up a process. It's extremely simple to integrate. In one week, you can add change management. It's incredible."
"We find its ability to track what's going on with each request very valuable. We are also able to merge ticket requests and assign them to different groups in the company. We have another department that uses the same system."
"It has reduced the time to look up who is responsible for a service, and it has reduced the time to finalize a service request because it now goes directly to the person who is responsible for the service in that location. So, a service request is handled quickly and directly by the person responsible for it."
"The solution has been stable."
"It allowed the development team to concentrate on the client’s requirements instead."
"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."
"It can adapt to any process in the organization."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Technical support is pretty good."
"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."
"Service Manager does what it should, but it's quite outdated."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"You can't implement a complicated delivery workflow. We don't have the same problems with incident and change workflows. It's only for delivery workflow. They have a mechanism for modifying your incident or change workflow. There's a visual interface for that, so there's no reason not to have the same function for request management."
"The most significant area for improvement is consistency across the different modules, as they are inconsistent. It makes me think the modules have different development teams with no consistent approach. From an end-user perspective, I can do certain operations in one module, such as instant management, but not in problem management, for example, and I don't see why that should be the case. It would be good to see more consistency in the development process."
"Freshservice has issues around how assets get picked up, requiring a lot of parameter changes within to network to ensure the system discovers everything."
"The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents."
"We'd like to see a CMDB, a Configuration Management Database, in the future."
"It's hard to interact directly with the users themselves."
"A chat bot needs to be added to the portal."
"Freshservice could improve the integration with Microsoft Outlook."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"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."
"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."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"I don't see anything lacking."
"The solution does not interface well with other products and is difficult to implement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
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Freshservice is ranked 5th in Help Desk Software with 29 reviews while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. Freshservice is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Freshservice writes "Provides excellent traceability along with improved efficiency and reliability". On the other hand, 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". Freshservice is most compared with ServiceNow, JIRA Service Management, Microsoft Project, Zendesk and ManageEngine ServiceDesk Plus, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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