We performed a comparison between OpenText Service Manager and SysAid 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."Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager does what it should, but it's quite outdated."
"It gives us better understanding and control of service management."
"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."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The solution is simple to set up."
"Service Manager's best features are flexibility and customizability."
"I would say the overall flexibility of the product is its most valuable feature."
"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."
"It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it."
"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."
"The simplicity of the solution is excellent."
"SysAid is more user-friendly, and its configuration is easier than other tools."
"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."
"It tracks everything that the technicians are doing. We can account for time and manage resources."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"Customization can be difficult at times because scripting is often required."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"The solution does not interface well with other products and is difficult to implement."
"We would like them to approve the security functionalities, e.g., management security features."
"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it. For me, it would be beneficial to have multiple instances for different purposes. I'd like to have a completely separate one for customers and the only way I can achieve that right now, where I can tag articles to only be viewed by customers, would be if I use its portal function."
"Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help."
"Currently, SysAid does not have a mobile application."
"So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be."
"There is a learning curve for the users."
"SysAid has fewer AI features compared to other tools."
"The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SysAid is ranked 20th in Help Desk Software with 10 reviews. OpenText Service Manager is rated 7.2, while SysAid is rated 8.4. 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 SysAid writes "A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SysAid is most compared with JIRA Service Management, ServiceNow, Spiceworks and Freshdesk. See our OpenText Service Manager vs. SysAid report.
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