Ivanti Service Desk [EOL] vs OpenText Service Manager [EOL] comparison

"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."

"Incident management and service request management features are the most valuable."

"It is highly configurable with PinkVERIFY status."

"Incident management is a valuable feature."

"The most valuable features of the Ivanti Service Desk are service requests and incident management."

"The tool supports a lot of standard reporting KPIs."

"The initial setup was quite simple; installing just took a few minutes."

"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 initial setup is easy."

"It can adapt to any process in the organization."

"Technical support is pretty good."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"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."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"We can have all our requests and incidents registered in one system."

"It helps to register things, to see the changing parts, and to correlate incidents."

"The mobile service is minimal and doesn't provide sufficient capabilities."

"You must be very technical to configure it."

"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."

"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 interface can be improved. It can be made more interactive for self-service users."

"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."

"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."

"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."

"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."

"I don't see anything lacking."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"Pure cloud-based native functionality is lacking."

"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."

"The interface could be better."

"HP Service Manager has moderate pricing."

"The license is not cheap."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"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."