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 Help Desk Software.
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager does what it should, but it's quite outdated."
"The solution is simple to set up."
"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."
"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."
"It's actually easy to understand."
"Good stable and scalable solution."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"ServiceNow is easy to use."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"Change management is most valuable."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"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."
"The interface could be better."
"The solution does not interface well with other products and is difficult to implement."
"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."
"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."
"Service Manager would be improved with access to automation."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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 system shuts down about once a month which is frustrating."
"The setting up process is not quite easy. It's quite difficult."
"A new user does need training or time to learn the solution before jumping in. It was very hard in the beginning to understand everything. I couldn't find the models I needed at the time."
"I have a problem with the way the solution's price is calculated."
"The pricing structure could be more budget-friendly."
"Its stability and pricing need improvement."
"It's a great platform, but there's still room for improvement. As the solutions stands now, you do need a lot of previous experience to use it. It would be great if they could develop some use case templates. This would be beneficial for a small and medium-sized businesses."
"It's a little expensive compared to other tools."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
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