OpenText Service Manager [EOL] Reviews

Service Manager is for incidents and service requests.

Service Manager does what it should, but it's quite outdated.

The configuration management tools are great. We're using the CMS and it's very valuable. 

The change management and service management are the most valuable modules that we use here in our company.

The solution is simple to set up.

The solution offers good stability.

Technical support is helpful.

The pricing is okay.

They also offer a mobile version, which is quite helpful.

I don't see anything lacking. They have a very complete solution. They have all modules needed, including portfolio, procurement, financial, and purchasing modules.  

We generally use the solution for ticketing. 

We are using all of the models of the processes generally, however, it's ticketing that's the main purpose of the solution.

It's the point of control for managing issues and offers control in the implementation of the changes. It's had a positive impact in general in our organization.

Sometimes, customization is simple. The version we are using now has a nice interface.

Customization can be difficult at times because scripting is often required.

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.

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. 

I think this solution is for complex needs and where there is a need for automation and high integration to other systems. As far as I know, they try to address not only the IT needs, but the service desk needs for companies also outside IT. If you have customers signing up for different professional services a company would provide, then there needs to be a service desk solution as well. I think they are addressing a wider audience than only IT. In those cases, I think that would be a very good solution, compared to others on the market that are a bit more niche or specialized in their domains.

We actually don't have Service Manager installed for our own purpose or for providing services to customers. We are more in a resale mode of the technology, rather than using it ourselves. We haven't made any actual sales now for some time with this particular product. We have a partner that's been buying directly from Micro Focus, and I don't remember if they've done any sales recently, but for our sales, we haven't sold Service Manager yet. It's been part of the portfolio, and we've been talking about it and there's been some interest.

I think you can install this on-prem. We have partners who have been managing this, or providing this as a managed service to their clients, but then it's been the partners that have been providing the cloud service. In my mind, it's more of an on-prem or private cloud installation, but I'm not 100% sure.

In our role, we work with resellers in the Nordic region to Micro Focus. We are a partner to Micro Focus. We're a distributor. We work with the partners and resellers in the region, but we are a partner too.

For our amount of customers, we have somewhere between 50 to a 100 in the Nordics. So in Sweden, Norway, Finland, and Denmark, we have around 50 to a 100 employees.

The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits. I think that goes in general for service management, but for this tool in particular, I think those are the benefits that customers would be looking into.

We predominantly use it for incident management, change management, and knowledge management.

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.

We use the product for infrastructure, profile, and incident management.

The product's technical support services need improvement.