We performed a comparison between ManageEngine SupportCenter Plus and OpenText Service Manager based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"The product is very scalable and stable when used as a help desk once it is built out."
"The solution is simple to set up."
"The initial setup is easy."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The product is very difficult to use and configure and requires specialists."
"The tech support is terrible and that seems to be a part of their business plan."
"I would like to see some kind of project management or portfolio management in a future version."
"There is no cloud-based version and it would be helpful if it were available."
"The business model for the company is to sell low and charge for customization, education or expertise."
"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."
"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."
"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 don't see anything lacking."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
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ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. ManageEngine SupportCenter Plus is rated 7.8, while OpenText Service Manager is rated 7.2. The top reviewer of ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". 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 SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus and Zoho Desk, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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