IT Care Center vs OpenText Service Manager comparison

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Executive Summary

We performed a comparison between IT Care Center 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
"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient.""For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT.""It runs smoothly and all of the components are very easy to work with.""IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.""All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.""We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened.""It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

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"Technical support is pretty good.""It's easy to scale.""The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.""Service Manager does what it should, but it's quite outdated.""The initial setup is easy.""The design has been revamped in terms of GUI. The current interface is quite easy to read.""Sometimes, customization is simple. The version we are using now has a nice interface.""Service Manager's best features are flexibility and customizability."

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Cons
"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient.""There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us.""I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams.""There is no such thing as a perfect solution and in the past, I have contacted support to implement new features.""The UI screens could be a little bit more modern.""Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted.""They should have full integration with SSO services, like Okta, creating a full service solution."

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"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.""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.""Their end-user interface and technical support features could be improved.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""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.""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.""Customization can be difficult at times because scripting is often required.""Service Manager would be improved with access to automation."

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Pricing and Cost Advice
  • "We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
  • "With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
  • "Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
  • "The licensing model is very flexible."
  • "Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
  • "This product is very cheap when compared to other platforms."
  • More IT Care Center 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
    36th
    out of 59 in Help Desk Software
    Views
    303
    Comparisons
    56
    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
    IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

    The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

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

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    Learn more about OpenText Service Manager
    Sample Customers
    Information Not Available
    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
    REVIEWERS
    Small Business14%
    Midsize Enterprise57%
    Large Enterprise29%
    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.

    IT Care Center is ranked 36th in Help Desk Software while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. IT Care Center is rated 8.6, while OpenText Service Manager is rated 7.2. The top reviewer of IT Care Center writes "Easy to use, helping us reduce costs by half". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". IT Care Center 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.