Ivanti Service Desk [EOL] vs OpenText Service Manager comparison

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Executive Summary

We performed a comparison between Ivanti Service Desk [EOL] 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.
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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
"The most valuable features of the Ivanti Service Desk are service requests and incident management.""It is highly configurable with PinkVERIFY status.""The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well.""The tool supports a lot of standard reporting KPIs.""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.""Incident management is a valuable feature.""The initial setup was quite simple; installing just took a few minutes.""Incident management and service request management features are the most valuable."

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"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.""Service Manager gives us a single system where everything is centralized in one base.""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.""Technical support is pretty good.""Sometimes, customization is simple. The version we are using now has a nice interface.""A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure.""Service Manager does what it should, but it's quite outdated.""It gives us better understanding and control of service management."

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Cons
"You must be very technical to configure it.""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.""When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process.""The interface can be improved. It can be made more interactive for self-service users.""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 mobile service is minimal and doesn't provide sufficient capabilities."

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"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.""I don't see anything lacking.""The product's technical support services need improvement.""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, 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.""Service Manager would be improved with access to automation.""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."

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Pricing and Cost Advice
Information Not Available
  • "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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    Questions from the Community
    Top Answer:The tool supports a lot of standard reporting KPIs.
    Top Answer: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… more »
    Top Answer:Basically, we use it for service management from the financial side of things.
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    Unranked
    In Help Desk Software
    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
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    Deliver outstanding IT support services to employees and customers.

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

    Sample Customers
    MBDA, Coates Hire, Perth & Kinross Council, Oil States International Inc., London Borough of Lambeth, Avon IM&T Consortium, Diagonal Consulting
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Government14%
    Computer Software Company11%
    Healthcare Company8%
    Manufacturing Company7%
    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 Business22%
    Midsize Enterprise33%
    Large Enterprise44%
    VISITORS READING REVIEWS
    Small Business23%
    Midsize Enterprise15%
    Large Enterprise62%
    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.

    Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. Ivanti Service Desk [EOL] is rated 7.6, while OpenText Service Manager 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 writes "Excellent pricing with great change management and service management capabilities". Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus, 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.