ManageEngine ServiceDesk Plus vs OpenText Service Manager comparison

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Executive Summary

We performed a comparison between ManageEngine ServiceDesk Plus and OpenText Service Manager based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
To learn more, read our detailed ManageEngine ServiceDesk Plus vs. OpenText Service Manager Report (Updated: March 2024).
765,234 professionals have used our research since 2012.
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 auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things.""The product is extremely user-friendly. It is easy to build the workflows and electronic forms.""The workflow automation is the most valuable feature of this solution.""It's stable.""I like how it can be integrated and expanded with other ManageEngine products.""I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others.""Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions.""The solution overall has been quite stable."

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"Sometimes, customization is simple. The version we are using now has a nice interface.""The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation.""It can adapt to any process in the organization.""It gives us better understanding and control of service management.""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.""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.""Its flexibility and ease of customization are its most valuable features.""The initial setup is easy."

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Cons
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users.""The product's asset management tool needs improvement.""The UI for the app needs improvement.""We'd like to have more integration into other platforms.""There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them.""It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application.""The solution does not have an automated approach to integration with other ManageEngine products.""I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."

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"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky.""Customization can be difficult at times because scripting is often required.""It needs good integration with the configuration database, that's lacking at the moment, It's not that good.""The product's technical support services need improvement.""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.""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.""Pure cloud-based native functionality is lacking.""Service Manager would be improved with access to automation."

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Pricing and Cost Advice
  • "The prices are attractive. Customer can use a subscription if they do not have enough budget."
  • "The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
  • "For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • More ManageEngine ServiceDesk Plus 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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    Questions from the Community
    Top Answer:The strength is its pricing. It is easy to use.
    Top Answer:I would rate the pricing a six out of ten, with ten being expensive. It is above average. But it is neither cheap nor expensive.
    Top Answer:In terms of enhancements, additional features for automatic asset discovery would be beneficial. Perhaps the ability to deploy an agent on the network to discover assets automatically. So, I would… more »
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    4th
    out of 59 in Help Desk Software
    Views
    7,499
    Comparisons
    3,933
    Reviews
    19
    Average Words per Review
    450
    Rating
    7.7
    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

    ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making. 

    The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.

    With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.

    ManageEngine ServiceDesk Plus Features and Benefits

    MSP has a wide variety of features to help you optimize your help desk management:

    • Dynamically update workflows: Create visual change workflows on a drag-and-drop canvas and customize these workflows on demand according to your organization’s needs.
    • Implement your workflow’s actions: Define actions such as notifications, switches, and automatic updates and approvals throughout the lifecycle of your workflow.
    • Flexible role administration: Provide custom viewing, editing, and approval access levels to various stakeholders and users.
    • Perform seamless integrations: Integrate with popular third-party products and access them from your IT help desk console.
    • Rapid troubleshooting: Improve your customer service by communicating with users by launching remote sessions directly from their tickets to quickly resolve their issues.

    • Control end-user workstations: Trigger software installation and removal on remote  workstations from within the management console.
    • Automatic anomaly notification: Resolve issues before they affect your enterprise. Automatically receive notification when a performance anomaly is detected in your servers or applications.
    • Auto-assign tickets: The technician auto-assign tool, which can be set up using a load balancing algorithm, eliminates the need to assign tickets to technicians manually. This helps ensure that tickets are distributed to technicians fairly and on time.
    • Automatic notifications and reports: Set up a notification system to guarantee that the necessary notifications reach stakeholders on time, and that customers are kept updated regarding the status of their tickets. In addition, schedule reports to be sent to users periodically. 
    • Implement your custom code: Program flexible automation enhancements with your own custom scripts and run them directly from the main dashboard.
    • Customize templates: Create custom and user-friendly templates using the solution’s simple drag-and-drop canvas. 

    Reviews from Real Users

    MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.

    Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.

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

    Sample Customers
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Healthcare Company10%
    Reseller10%
    Government8%
    Computer Software Company8%
    VISITORS READING REVIEWS
    Educational Organization53%
    Computer Software Company9%
    Financial Services Firm5%
    Comms Service Provider4%
    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 Business42%
    Midsize Enterprise32%
    Large Enterprise27%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise59%
    Large Enterprise26%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    Buyer's Guide
    ManageEngine ServiceDesk Plus vs. OpenText Service Manager
    March 2024
    Find out what your peers are saying about ManageEngine ServiceDesk Plus vs. OpenText Service Manager and other solutions. Updated: March 2024.
    765,234 professionals have used our research since 2012.

    ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while OpenText Service Manager is ranked 16th in Help Desk Software with 48 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Manager is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of OpenText Service Manager writes "Excellent pricing with great change management and service management capabilities". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Zoho Desk, Freshservice and BMC Helix ITSM, 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 ManageEngine ServiceDesk Plus vs. OpenText Service Manager report.

    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.