Infraon Desk vs OpenText Service Manager comparison

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Executive Summary

We performed a comparison between Infraon Desk and OpenText Service Manager based on real PeerSpot user reviews.

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Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me.""There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

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"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.""Technical support is pretty good.""It's easy to scale.""It helps to register things, to see the changing parts, and to correlate incidents.""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.""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 gives us a single system where everything is centralized in one base."

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Cons
"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved.""Better connectivity and integration with more collaborative platforms would be helpful."

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"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.""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.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""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.""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.""Pure cloud-based native functionality is lacking.""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."

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Pricing and Cost Advice
  • "The pricing model is very competitive."
  • "The price of this solution is reasonable and it was well within my budget."
  • More Infraon Desk Pricing and Cost Advice →

  • "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."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager Pricing and Cost Advice →

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    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    39th
    out of 59 in Help Desk Software
    Views
    189
    Comparisons
    77
    Reviews
    0
    Average Words per Review
    0
    Rating
    N/A
    16th
    out of 59 in Help Desk Software
    Views
    1,445
    Comparisons
    961
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Comparisons
    Also Known As
    Everest Service Manager
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    With its light-weight codes, Infraon DESK can not only integrate with any existing tools in your datacenter, but also act as an Umbrella Manager for managing all your supporting IT tools on a single unified dashboard.

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

    Sample Customers
    Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco
    resultspositive, Globicon
    Top Industries
    No Data Available
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    Company Size
    No Data Available
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    Help Desk Software
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Infraon Desk is ranked 39th in Help Desk Software while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. Infraon Desk is rated 7.6, while OpenText Service Manager is rated 7.2. The top reviewer of Infraon Desk writes "Helps us monitor customer ticket SLAs and enables us to understand why SLAs are missed and to improve our processes as a result". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". Infraon Desk is most compared with , whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo.

    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.