We performed a comparison between Infraon Desk and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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."
"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."
"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."
Earn 20 points
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.
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