We performed a comparison between OpenText Service Manager and SCSM 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."Service Manager's best features are flexibility and customizability."
"It can adapt to any process in the organization."
"It's easy to scale."
"Its flexibility and ease of customization are its most valuable features."
"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."
"We can have all our requests and incidents registered in one system."
"It's pretty well-structured in modules."
"The solution is simple to set up."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"It is quite scalable."
"The reporting is very good."
"The most valuable feature is the reporting of incidents."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"The solution offers good productivity at a low price point."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The product's technical support services need improvement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"Service Manager would be improved with access to automation."
"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."
"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."
"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 logs and reporting-related features of the product have certain shortcomings where improvements are required."
"Mobile application integration would be an improvement."
"Once we had an issue with a desktop download that would not open."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The price of this solution is high and it needs to be cheaper."
"We would like to see a web-based interface that works on mobile devices."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. OpenText Service Manager is rated 7.2, while SCSM is rated 7.0. 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". On the other hand, the top reviewer of SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our OpenText Service Manager vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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