We performed a comparison between OpenText Service Manager, Serviceaide ChangeGear , 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 initial setup is easy."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"It can adapt to any process in the organization."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"Technical support is pretty good."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."
"The analytics - we like to keep track of how much work everyone is doing."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"Good stable and scalable solution."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"I like that it's always up and running."
"The workflow capability for easy setup is powerful."
"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."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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 interface could be better."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
"The discovery of assets could be improved; right now they only allow for one domain."
"There should be fewer clicks and faster integrations between solutions."
"It's a little expensive compared to other tools."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"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."
"Local solutions have lower costs."
"The capital expenditure neeed to get the tool up and running is extensive."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
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