Try our new research platform with insights from 80,000+ expert users

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL] comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
69
Ranking in other categories
Help Desk Software (3rd), IT Service Management (ITSM) (4th)
OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Prashanth Magadi - PeerSpot reviewer
Has reduced complications and supports smooth workflows through customizable features
From a user perspective, I am very satisfied with the current functionality. I don't see any improvements that are required. They might be working on integrating AI functionality. Additionally, they have multiple different tools for each service. They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities. I'm not certain if such an option exists currently.
MEKKAB Raouf - PeerSpot reviewer
Excellent pricing with great change management and service management capabilities
We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I like how it can be integrated and expanded with other ManageEngine products."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"It's a very user-friendly tool with good performance."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"The management of this application is good."
"The initial setup is easy."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Service Manager's best features are flexibility and customizability."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
 

Cons

"Offers very limited customizations."
"There is a limitation when assigning an approval; it has to be a single user."
"The UI for the app needs improvement."
"The only challenge we are having is integrating with Jira."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The licensing model should be more flexible."
"There's no native integrations between the systems."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"Service Manager would be improved with access to automation."
"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."
"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."
 

Pricing and Cost Advice

"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."
"It is cheaper than the competitors."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"It is not an expensive solution."
"As compared to a lot of systems out there, it is more affordable."
"HP Service Manager has moderate pricing."
"The license is not cheap."
"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."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
869,832 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
19%
Manufacturing Company
8%
Financial Services Firm
8%
Healthcare Company
6%
Computer Software Company
25%
Manufacturing Company
12%
Performing Arts
10%
Educational Organization
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business31
Midsize Enterprise24
Large Enterprise19
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise4
Large Enterprise38
 

Questions from the Community

What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
From a user perspective, I am very satisfied with the current functionality. I don't see any improvements that are required. They might be working on integrating AI functionality. Additionally, the...
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
 

Also Known As

No data available
Micro Focus Service Manager, HPE ITSM, HPE Service Manager
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
resultspositive, Globicon
Find out what your peers are saying about ServiceNow, Atlassian, BMC Helix and others in IT Service Management (ITSM). Updated: October 2025.
869,832 professionals have used our research since 2012.