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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
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."
"Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"This solution has provided a way to manage request tracking and resolution."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"ManageEngine ServiceDesk Plus is meeting all my needs, it is a good solution. The integration and security are good. The solution is under-friendly."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"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 gives us a single system where everything is centralized in one base."
"It can adapt to any process in the organization."
"It's easy to scale."
"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."
"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."
"Its flexibility and ease of customization are its most valuable features."
"The initial setup is easy."
 

Cons

"The licensing model should be more flexible. The current approach requires individual licenses, which become costly."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"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."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities."
"The interface is not the best. The user interface could be more intuitive."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"I don't see anything lacking."
"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."
"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."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
 

Pricing and Cost Advice

"The only issue for us is the pricing, which is quite high in comparison with the competition."
"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."
"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."
"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."
"It is cheaper than the competitors."
"ManageEngine ServiceDesk Plus' price is very reasonable."
"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."
"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."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"The license is not cheap."
"HP Service Manager has moderate pricing."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
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Top Industries

By visitors reading reviews
Computer Software Company
19%
Manufacturing Company
8%
Financial Services Firm
8%
Government
6%
Computer Software Company
25%
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?
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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