We performed a comparison between Ivanti Neurons for ITSM 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)."HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"It is easy to set up."
"This is an excellent alternative to ServiceNow for smaller companies."
"The main feature for us is incident management, as it assists me in knowing my assignments, because we have group assignments. When we go to the group assignment they can assign it to me there."
"The solution is easy to use and has a user-friendly interface"
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager does what it should, but it's quite outdated."
"The solution is simple to set up."
"It can adapt to any process in the organization."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It's easy to scale."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"There's a lack of integration with other products. This needs to be improved."
"The patching for non-Windows OSes such as Linux is poor."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"Support needs improvement in terms of responsiveness and timeliness."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"Configuration requirements are extensive, even in basic Service Desk processes."
"The user interface must be made simpler and more effective."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"Customization can be difficult at times because scripting is often required."
"The solution does not interface well with other products and is difficult to implement."
"I don't see anything lacking."
"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."
"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."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Ivanti Neurons for ITSM is ranked 10th in IT Service Management (ITSM) with 14 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Ivanti Neurons for ITSM is rated 8.2, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Ivanti Neurons for ITSM writes "The solution comes with a host of features for hyper-automation". 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". Ivanti Neurons for ITSM is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, ManageEngine ServiceDesk Plus and Cherwell Service Management, 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.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) 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.
