We performed a comparison between OpenText Service Manager [EOL], Samanage, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The solution is simple to set up."
"Its flexibility and ease of customization are its most valuable features."
"It's easy to scale."
"Service Manager gives us a single system where everything is centralized in one base."
"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."
"Service Manager does what it should, but it's quite outdated."
"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 solution has a great filtering feature."
"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."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics."
"It provides internal clients with greater transparency about their projects and deliverables."
"It's great to do statuses or to review tasks."
"The subsequent chain of tasks, I believe, is valuable."
"I have found that sorting and grouping functions are particularly useful."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Pure cloud-based native functionality is lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Service Manager would be improved with access to automation."
"The setting up process is not quite easy. It's quite difficult."
"The system shuts down about once a month which is frustrating."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
"The interface can be a bit more intuitive."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"Service mapping could be less complicated."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"I do not like the user interface."
"In an upcoming release, there should be more administration tools."
"They could improve license management, particularly when integrating different applications or toolsets."
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