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OpenText Service Manager [EOL] vs TOPdesk comparison

OpenText and TOPdesk are both solutions in the Help Desk Software category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.
TOPdesk
Read 10 TOPdesk reviews
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  • 108 Comparison Views
84% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between OpenText Service Manager [EOL] and TOPdesk based on real PeerSpot user reviews.

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Buyer's Guide
Help Desk Software
June 2025
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Helped 859,687 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (17th), IT Service Management (ITSM) (15th)
 

Featured Reviews

Farah Ben Ahmed - PeerSpot reviewer
Is easy to set up, but customization needs improvement
Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…
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Martina Peneva - PeerSpot reviewer
Implement service management changes while addressing UI improvements
Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It's easy to scale."
"It's pretty well-structured in modules."
"The solution is simple to set up."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"Technical support is pretty good."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager's best features are flexibility and customizability."
"It can adapt to any process in the organization."
More OpenText Service Manager [EOL] pros
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of this solution is the incident management module."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"It is an easy-to-use solution."
"TOPdesk is overall very stable."
"Its ITSM approach is quite useful."
"The most valuable feature of TOPdesk is the reports."
More TOPdesk pros
 

Cons

"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"Customization can be difficult at times because scripting is often required."
"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."
"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"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."
More OpenText Service Manager [EOL] cons
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"It is time-consuming to add new users."
"The solution should be made more user-friendly."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"An operator is also a user but requires creating two different records."
More TOPdesk cons
 

Pricing and Cost Advice

"The license is not cheap."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"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."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"The solution's pricing is reasonable and not expensive."
"The solution is inexpensive compared to competitors."
"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."
"Compared to other products in this segment, I think that they are priced well and not too expensive."
"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."
"TOPdesk's pricing is cheaper than Jira's."
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Top Industries

By visitors reading reviews
Computer Software Company
22%
Manufacturing Company
21%
Financial Services Firm
14%
Government
7%
Educational Organization
27%
Computer Software Company
15%
Manufacturing Company
7%
Financial Services Firm
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
See all answers
What is your experience regarding pricing and costs for TOPdesk?
The solution's pricing is reasonable and not expensive.
See all answers
What needs improvement with TOPdesk?
From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...
See all answers
 

Comparisons

No data available
ServiceNow vs TOPdesk Logo
ServiceNow vs TOPdesk
Compared 38% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 16% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 14% of the time
GLPI by Teclib vs TOPdesk Logo
GLPI by Teclib vs TOPdesk
Compared 10% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 8% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
June 2025
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
Help Desk Software
June 2025
TOPdesk reportDownload TOPdesk product report
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
No data available
 

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText
Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS
TOPdesk
 

Sample Customers

resultspositive, Globicon
City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.
Buyer's Guide
Help Desk Software
June 2025
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