OpenText Service Manager [EOL] vs Spiceworks comparison

"Service Manager's best features are flexibility and customizability."

"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 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."

"It gives us better understanding and control of service management."

"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."

"It helps to register things, to see the changing parts, and to correlate incidents."

"Service Manager does what it should, but it's quite outdated."

"Spiceworks is generic and free."

"The solution is very stable. It's reliable and efficient."

"The software is cloud-based, so I do not need to store any data locally."

"Spiceworks' dashboard allows you to drill down to the notes, where I can take an inventory of the network and see the devices I need to monitor."

"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."

"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."

"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."

"It's easy to understand."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"Service Manager would be improved with access to automation."

"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."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"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."

"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."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"Their end-user interface and technical support features could be improved."

"The GUI must be improved."

"The customer service is okay, however, I would appreciate much more clarity on what I want to know exactly."

"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."

"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."

"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."

"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."

"Sometimes, it can be difficult to integrate what you need."

"Having an integrated asset management tool, where I can plug in things that are offline, would be good."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The license is not cheap."

"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."

"HP Service Manager has moderate pricing."

"Seeing that it is a low-cost solution, I would advise you to go ahead with Spiceworks and experiment with it to see if you can get things working properly, especially if you currently don't have any existing service desk software in place."

"It might be about $300 annually for a bigger company. If you pay annually, it's better and cheaper."

"It's free."

"The tool is cheap."

"The product is free! Get it now."