We performed a comparison between ManageEngine ServiceDesk Plus, OpenText Service Manager [EOL], and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"Incident Management is a good feature."
"The solution is free for up to five users."
"The most valuable feature is its ease of use."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"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 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."
"We can have all our requests and incidents registered in one system."
"It gives us better understanding and control of service management."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager's best features are flexibility and customizability."
"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 pretty well-structured in modules."
"The Workflow feature is the most valuable."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"It's great to do statuses or to review tasks."
"The analytics - we like to keep track of how much work everyone is doing."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"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."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"As a partner, their technical support can respond better to the tickets. We provide deployment services and also support products as a partner. We get a lot of tickets from clients complaining about certain issues related to the system, but when we send or escalate an issue to the agent, sometimes, there is a delay. That's something that they could improve on. Because we are a local partner, we are able to copy to some employees who can try to push a ticket to close, but it would be best if they can respond a bit quicker."
"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."
"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 greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"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."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"The interface could be better."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"I would like to see Advanced Intelligent Automation."
"The scalability needs improvement."
"The user interface for accessing assistance sometimes disconnects."
"The visuals are the one area where there is opportunity for improvement."
"The product’s standard user experience is not the best."
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