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.

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

2,766 Views
2,240 Comparison Views

84% willing to recommend

OpenText Service Manager [EOL]

TOPdesk

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.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: April 2026).

Buyer's Guide

Help Desk Software

April 2026

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Helped 893,244 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

Ranking in other categories

No ranking in other categories

TOPdesk

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Help Desk Software (16th), IT Service Management (ITSM) (15th)

Featured Reviews

Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

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

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

"This is our “go-to” application for all ITIL processes globally."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

"Micro Focus Service Manager is fine."

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

"We can have all our requests and incidents registered in one system."

"We think it’s worth switching over to HPE."

More OpenText Service Manager [EOL] pros

"TOPdesk is overall very stable."

"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."

"It is an easy-to-use solution."

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"Change management is the most critical feature."

"The most valuable feature of this solution is the incident management module."

"Technical support is great and we have not had any issues with them."

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

More TOPdesk pros

Cons

"It needs good integration with the configuration database, that's lacking at the moment, it's not that good."

"Same, it wasn't always stable. Actually, I wouldn't call it stable now either."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"Pure cloud-based native functionality is lacking."

"It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected."

"Stability was a major issue in older versions of the product."

"The user interface was not really good, but they improved it a little bit."

More OpenText Service Manager [EOL] cons

"In some fields, it's just not good enough."

"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."

"An operator is also a user but requires creating two different records."

"It is time-consuming to add new users."

"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."

"An operator is also a user but requires creating two different records."

"The solution should be made more user-friendly."

"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."

More TOPdesk cons

Pricing and Cost Advice

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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

"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."

"The license is not cheap."

"The solution is inexpensive compared to competitors."

"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."

"The solution's pricing is reasonable and not expensive."

"TOPdesk's pricing is cheaper than Jira's."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

Ask a question

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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

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Freshservice vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs TOPdesk

Compared 16% of the time

JIRA Service Management vs TOPdesk

Compared 10% of the time

LiveChat vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 5% of the time

GLPI by Teclib vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

April 2026

Download 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

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

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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.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: April 2026.

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See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

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