We performed a comparison between IFS Cloud Platform and OpenText Service Manager 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."The product is quite flexible."
"What I like about IFS Applications is that it's easier to use and implement than SAP. I also like that the IFS Applications team is more flexible than the SAP team."
"IFS Applications is an all-in-one solution for finance, accounting, and production."
"All the modules are valuable in their own right, but everything has to go through the ERP. IFS has done an excellent job integrating the various modules to complete these processes. My expertise is in the finance module, but I have used the other verticals. It's an all-around good product."
"The most valuable features of IFS Applications in the latest version are the new user Arena interface. It's from Apps 9, but it brings more flexibility in usage, especially around different devices, such as mobile usage, which doesn't restrict you from using a computer. We are it for the HR side, and it's proving quite good. It has a new modern feel to it similar to a standard cloud application which enhances the user experience."
"We could quickly understand what was going on and what the customer wanted to do."
"The best feature is the maintenance module, which is essentially an industry-specific workflow designed with a manufacturing module as per industry standards. It's very precise and specific without having complex functionalities. It's straightforward. Field Service Management is definitely a wonderful product that IFS has developed because it caters to field services. The energy and utility sectors can answer their business needs using the software."
"Some of the strengths are Enterprise Management Solutions and the series of Management solutions which is number one in Gartner's report and has been for the last five years."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager's best features are flexibility and customizability."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's pretty well-structured in modules."
"It can adapt to any process in the organization."
"The initial setup is easy."
"The solution is simple to set up."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"IFS Applications is not robust enough to handle high-volume transactions, so it's not suitable for larger enterprises."
"Aspects of HR and payroll could be better."
"I'm a business analyst, so I do a lot of customer-facing work. I take calls from businesses I have to troubleshoot. One thing that bugs me is the error messages you get from IFS. If I get an error message, I have to dig to find the cause because, often, the error message doesn't precisely describe the problem. It'll hint about where the problem lies, but you have to work to find the root cause. It doesn't help in my situation. You expect an error message to point to the field or what is causing the issue."
"The user interface can be improved. When you're clicking through the screens, there are some icons or symbols that really need updating and would be more useful and noticeable if they are aesthetically pleasing."
"Ability to place approval check-points in the custom workflow, so clients can decide what they want it."
"Customization needs to be improved."
"We have upgraded to the latest version right now. We have issues with the quality. We tried to enroll in their Evergreen program which was meant to help us adopt any service update or anything that the tool’s providers come up with."
"It would be ideal if, in the future, the product could incorporate IoT and blockchain elements. We'd like to explore more of these types of features going forward."
"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."
"Their end-user interface and technical support features could be improved."
"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."
"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."
"The product's technical support services need improvement."
"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."
IFS Cloud Platform is ranked 8th in Help Desk Software with 29 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. IFS Cloud Platform is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of IFS Cloud Platform writes "Robust, customizable, and modern". On the other hand, 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". IFS Cloud Platform is most compared with SAP ERP, SAP S/4HANA, Oracle E-Business Suite, Microsoft Dynamics 365 Business Central and IBM Maximo, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our IFS Cloud Platform vs. OpenText 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.
