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."We not only handle tickets, but also requests from many departments. All are easy to manage."
"The product scales up effortlessly and you can easily add users."
"The solution overall has been quite stable."
"The solution offers a lot of opportunities for integrations."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"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."
"It's stable."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It gives us better understanding and control of service management."
"It helps to register things, to see the changing parts, and to correlate incidents."
"We can have all our requests and incidents registered in one system."
"It can adapt to any process in the organization."
"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 easy to scale."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"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."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Improvement is needed in the Software Assets Management functionality."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"Service Manager would be improved with access to automation."
"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."
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ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews while OpenText Service Manager is ranked 17th 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 "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and BMC Helix ITSM, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Manager report.
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