We performed a comparison between OpenText Service Manager, ServiceNow, and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"The solution is simple to set up."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"The initial setup is easy."
"It gives us better understanding and control of service management."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The solution's initial setup process is easy."
"We used ServiceNow for change management, release management, and event management."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"Identifies better ways to license software or eliminate unused software to save money."
"The workflow makes things extremely efficient and it improves effectiveness."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"The most valuable feature is that it allows us to compare the billing between the clouds."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"The most valuable feature is the metering capability."
"This solution has made us aware that we are over-provisioning our virtual machines."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"The product provides excellent daily reports."
"Service Manager would be improved with access to automation."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"The product's technical support services need improvement."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"They could improve license management, particularly when integrating different applications or toolsets."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"The pricing model is complicated and would be more predictable if it were simplified."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"I would like it if they could provide their customers with more qualified support."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"Better integration with other VMware toolsets would be beneficial."
"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."
"The solution's private cloud is much too expensive."
