We performed a comparison between OpenText Service Manager [EOL] and Spiceworks 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 gives us better understanding and control of service management."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Technical support is pretty good."
"Service Manager gives us a single system where everything is centralized in one base."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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's best features are flexibility and customizability."
"It was easy to integrate Spiceworks with our existing setup."
"The nice thing about Spiceworks is always it's free. Monitoring of printers for low toner. Finding machines that have low memory or low hard disk space."
"It shows the users that are currently logged in, which is not something that Active Directory by default will ever let you know up front."
"It lets us know whether devices are getting out of date and tracked warranties. Spiceworks also gave me visibility in terms of what software was installed on each device and its status."
"It's easy to understand."
"Tickets by e-mail, with actions by hastag."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"The most valuable features are the inventory and personalization."
"I don't see anything lacking."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"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."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"Customization can be difficult at times because scripting is often required."
"The SNMP sniffer requires a lot of work to get right."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"Once a device was recognized on the network, Spiceworks never got rid of it even after you took it off the network. You had to go in and manually remove it."
"Sometimes, it can be difficult to integrate what you need."
"I would like the solution to allow for more direct interaction with computers. I can open tickets and I can see their status, but I can't interact directly with the computers themselves."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"Having an integrated asset management tool, where I can plug in things that are offline, would be good."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while Spiceworks is ranked 16th in Help Desk Software with 47 reviews. OpenText Service Manager [EOL] is rated 7.2, while Spiceworks is rated 7.8. 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 Spiceworks writes "Good low-cost service desk system, but lacks in automation workflows and categorization ". OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas Spiceworks is most compared with Zabbix, Lansweeper, ServiceNow, Freshdesk and ManageEngine ServiceDesk Plus. See our OpenText Service Manager [EOL] vs. Spiceworks report.
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