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

"It ensures the tracking of all costs for end-user issues."
"I rate the solution a ten out of ten for scalability."
"The solution is user-friendly and has all the features we need; it is very effective in its operation."
"There are a lot of great templates that you can take advantage of."
"I am enjoying the report features, they are quite good."
"I have been impressed by how easy it is to operate and how easy the structure is to manage service tickets. If they request an incident problem train, it's a very strong model. Another strong feature in the tool is the CMDB."
"The solution offers a lot of opportunities for integrations."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The initial setup is easy."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"The solution is simple to set up."
"Its flexibility and ease of customization are its most valuable features."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's pretty well-structured in modules."
"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."
 

Cons

"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."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"The self-service feature for end users and the knowledge base need to be improved."
"The solution does not have an automated approach to integration with other ManageEngine products."
"The CMDB should have correlation capabilities."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"The solution needs to integrate with the telecom system in more depth. Currently, the feature is limited to the SMS level for notifications."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The interface could be better."
"The solution does not interface well with other products and is difficult to implement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"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."
 

Pricing and Cost Advice

"ManageEngine ServiceDesk Plus' price is very reasonable."
"As compared to a lot of systems out there, it is more affordable."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The licensing is around $10,000 per year."
"The price of the solution is low. However, it still could be less expensive."
"For our 500 assets that are using the professional version of the solution, we pay somewhere between $4,000 and $5,000 per year."
"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."
"HP Service Manager has moderate pricing."
"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."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
869,760 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
26%
Manufacturing Company
11%
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: September 2025.
869,760 professionals have used our research since 2012.