We performed a comparison between OpenText Service Manager [EOL] and Samanage based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Service Manager does what it should, but it's quite outdated."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager gives us a single system where everything is centralized in one base."
"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."
"The solution is simple to set up."
"Technical support is pretty good."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."
"The solution has a great filtering feature."
"Pure cloud-based native functionality is lacking."
"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."
"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."
"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 is at the end of its life. The architecture, performance, and look are all way behind."
"The product's technical support services need improvement."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while Samanage is ranked 25th in Help Desk Software with 3 reviews. OpenText Service Manager [EOL] is rated 7.2, while Samanage is rated 7.6. The top reviewer of OpenText Service Manager [EOL] 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 Samanage writes "Detects incidents quickly, improves our SLA performance and solves issues faster". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice.
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