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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
68
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

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
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

"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"I like how it can be integrated and expanded with other ManageEngine products."
"It's a very user-friendly tool with good performance."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"The most valuable feature is its ease of use."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The management of this application is good."
"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."
"It can adapt to any process in the organization."
"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 initial setup is easy."
"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."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Technical support is pretty good."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
 

Cons

"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I expected more features than it has. The flexibility is missing. I also was expecting a different level of configuration and segregation."
"The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area."
"Improvement is needed in the Software Assets Management functionality."
"The self-service feature for end users and the knowledge base need to be improved."
"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."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."
"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."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"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."
"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."
"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 the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
 

Pricing and Cost Advice

"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."
"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."
"The platform has good pricing."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"It is not an expensive solution."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"It is cheaper than the competitors."
"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."
"The license is not cheap."
"HP Service Manager has moderate pricing."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
20%
Financial Services Firm
8%
Manufacturing Company
8%
Government
7%
Computer Software Company
25%
Manufacturing Company
10%
Performing Arts
9%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business31
Midsize Enterprise24
Large Enterprise18
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?
The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications. We require integration at the telecom level so that when...
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
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