We performed a comparison between OpenText Service Manager [EOL] and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"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."
"It's easy to scale."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"The solution does not interface well with other products and is difficult to implement."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"I don't see anything lacking."
"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."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while Serviceaide ChangeGear is ranked 31st in Help Desk Software. OpenText Service Manager [EOL] is rated 7.2, while Serviceaide ChangeGear 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 Serviceaide ChangeGear writes "Reduced the Service Desk effectiveness compared to the product we were using". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Serviceaide ChangeGear is most compared with ServiceNow and Zoho Desk.
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