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."The solution is simple to set up."
"Service Manager does what it should, but it's quite outdated."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's pretty well-structured in modules."
"It gives us better understanding and control of service management."
"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."
"Its flexibility and ease of customization are its most valuable features."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"I don't see anything lacking."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"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."
"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."
"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 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) and BMC Helix ITSM, whereas Samanage is most compared with ServiceNow, SolarWinds Service Desk and Freshservice.
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