We performed a comparison between Ivanti Service Desk [EOL] 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)."Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"The initial setup was quite simple; installing just took a few minutes."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The tool supports a lot of standard reporting KPIs."
"Incident management is a valuable feature."
"Incident management and service request management features are the most valuable."
"It is highly configurable with PinkVERIFY status."
"Service Manager does what it should, but it's quite outdated."
"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 pretty well-structured in modules."
"Technical support is pretty good."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"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."
"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."
"The interface can be improved. It can be made more interactive for self-service users."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"You must be very technical to configure it."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"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."
"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."
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Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in IT Service Management (ITSM) with 8 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Ivanti Service Desk [EOL] is rated 7.6, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Ivanti Service Desk [EOL] writes "Beneficial connectors, useful service requests, and setup straightforward". 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 Service Desk [EOL] is most compared with ServiceNow, Cherwell Service Management, JIRA Service Management and Freshservice, 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.
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