OpenText Service Manager [EOL] vs Spiceworks comparison

"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."

"Service Manager gives us a single system where everything is centralized in one base."

"It's easy to scale."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Its flexibility and ease of customization are its most valuable features."

"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."

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

"Tickets by e-mail, with actions by hastag."

"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."

"The solution is easy to use and easy to manage."

"Helpdesk and inventory are both equally valuable, and they form the true core of the product."

"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."

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

"The most valuable features are the inventory and personalization."

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

"The solution does not interface well with other products and is difficult to implement."

"Pure cloud-based native functionality is lacking."

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

"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."

"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."

"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."

"The interface could be better."

"Since Spiceworks is a free tool, it's not very scriptable or customizable."

"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."

"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."

"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."

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

"I am unable to provide suggestions for improvement at this moment."

"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."

"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."

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

"HP Service Manager has moderate pricing."

"It's free."

"The tool is cheap."

"The product is free! Get it now."

"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."