We performed a comparison between Hornbill Systems Supportworks 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 IT Service Management (ITSM)."The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The initial setup is easy."
"It's pretty well-structured in modules."
"It's easy to scale."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It gives us better understanding and control of service management."
"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"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."
"The solution does not interface well with other products and is difficult to implement."
"Customization can be difficult at times because scripting is often required."
"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."
"Their end-user interface and technical support features could be improved."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
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Hornbill Systems Supportworks is ranked 39th in IT Service Management (ITSM) while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Hornbill Systems Supportworks is rated 7.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Hornbill Systems Supportworks writes "Excels in call logging and call flows but is limited in terms of scalability". 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". Hornbill Systems Supportworks is most compared with ServiceNow, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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