We performed a comparison between OpenText Service Manager and TOPdesk 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."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 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's easy to scale."
"Service Manager's best features are flexibility and customizability."
"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."
"It can adapt to any process in the organization."
"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."
"It is an easy-to-use solution."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"Change management is the most critical feature."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"Its ITSM approach is quite useful."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of this solution is the incident management module."
"The most valuable feature of TOPdesk is the reports."
"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."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Service Manager would be improved with access to automation."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"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."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"Change management implementation, facility management, and making reservations on assets can be improved."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"An operator is also a user but requires creating two different records."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"The solution's change management could be better."
"It is time-consuming to add new users."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while TOPdesk is ranked 21st in Help Desk Software with 8 reviews. OpenText Service Manager is rated 7.2, while TOPdesk is rated 7.8. 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 TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, Zendesk and NinjaOne. See our OpenText Service Manager vs. TOPdesk report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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