We performed a comparison between OpenText Service Manager and SCSM based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It can adapt to any process in the organization."
"It helps to register things, to see the changing parts, and to correlate incidents."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's pretty well-structured in modules."
"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"Service Manager does what it should, but it's quite outdated."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Technical support is pretty good."
"This solution is easy to use."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"The support from Microsoft is good and we also have local support on the ground in Nigeria."
"It is a simple solution that is easy to configure."
"The reporting is very good."
"The most requested feature from our customers is the helpdesk ticketing system."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"Their end-user interface and technical support features could be improved."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"The interface could be better."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I don't see anything lacking."
"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 user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The configuration could be easier."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"Once we had an issue with a desktop download that would not open."
"The user interface needs to be improved."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while SCSM is ranked 14th in Help Desk Software with 23 reviews. OpenText Service Manager is rated 7.2, while SCSM is rated 7.0. The top reviewer of OpenText Service Manager 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our OpenText Service Manager vs. SCSM report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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