OpenText Service Manager [EOL] vs SCSM comparison

SCSM
Read 23 SCSM reviews
  • 1,367 Views
  • 748 Comparison Views
64% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between OpenText Service Manager [EOL] and SCSM based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2024).
Buyer's Guide
IT Service Management (ITSM)
June 2024
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Helped 787,061 peers since 2012
 

Categories and Ranking

OpenText Service Manager [EOL]
Average Rating
7.2
Number of Reviews
48
Ranking in other categories
No ranking in other categories
SCSM
Average Rating
7.0
Number of Reviews
23
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (11th)
 

Market share comparison

As of June 2024, in the IT Service Management (ITSM) category, the market share of OpenText Service Manager [EOL] is 1.8% and it decreased by 13.8% compared to the previous year. The market share of SCSM is 2.1% and it increased by 38.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
Unique Categories:
Help Desk Software
1.7%
 

Featured Reviews

TK
Aug 1, 2022
Customizable, flexible, and reliable
The initial setup is not difficult. However, adjusting to the business requirements generally depends on the version, of course. If you have the product process designer, maybe it is very much easier, however, in an earlier version, it was rather difficult to develop since you had the object control and it was old-fashioned in terms of style. If you have a process designer, of course, when you start with a process designer, it's much easier. I'd rate the ease of deployment at a four out of five. If you are doing it out of the box, it generally only takes one day to set everything up. It was implemented generally in the high availability solution. Each component is running separately, so we focused on the high availability during the setup. We have a few people that can handle deployment and maintenance tasks. They are admins.
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Hossam Hussein - PeerSpot reviewer
Nov 24, 2022
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator. Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box. The setup process could be improved. In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"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."
"We can have all our requests and incidents registered in one system."
More OpenText Service Manager [EOL] pros
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."
"This solution is easy to use."
"This product has helped our organization by allowing people to connect with each other."
"The call logging is the solution's most valuable feature. It's very easy to use."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The most valuable feature is the reporting of incidents."
More SCSM pros
 

Cons

"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."
"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."
"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."
"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."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The solution does not interface well with other products and is difficult to implement."
"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."
More OpenText Service Manager [EOL] cons
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"I have found SCSM not adequate enough to carry out some functions."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"The configuration could be easier."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
More SCSM cons
 

Pricing and Cost Advice

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
"HP Service Manager has moderate pricing."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"The license is not cheap."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"Licensing can be complex and confusing."
"The price should be lower."
"It is an expensive solution."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"It is a lower price vs. other things on the market."
"I would rate the pricing as two out of five."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"The license for SCSM is cheap."
More SCSM pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
21%
Financial Services Firm
15%
Manufacturing Company
12%
Government
7%
Government
26%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
The solution offers good productivity at a low price point.
See all answers
What needs improvement with SCSM?
For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where ...
See all answers
 

Comparisons

ServiceNow vs OpenText Service Manager [EOL] Logo
ServiceNow vs OpenText Service Manager [EOL]
Compared 77% of the time
OpenText Service Management Automation X (SMAX) vs OpenText Service Manager [EOL] Logo
OpenText Service Management Automation X (SMAX) vs OpenText Service Manager [EOL]
Compared 8% of the time
BMC Helix ITSM vs OpenText Service Manager [EOL] Logo
BMC Helix ITSM vs OpenText Service Manager [EOL]
Compared 5% of the time
IBM Maximo vs OpenText Service Manager [EOL] Logo
IBM Maximo vs OpenText Service Manager [EOL]
Compared 5% of the time
JIRA Service Management vs OpenText Service Manager [EOL] Logo
JIRA Service Management vs OpenText Service Manager [EOL]
Compared 5% of the time
More OpenText Service Manager [EOL] Competitors
ServiceNow vs SCSM Logo
ServiceNow vs SCSM
Compared 48% of the time
ManageEngine ServiceDesk Plus vs SCSM Logo
ManageEngine ServiceDesk Plus vs SCSM
Compared 21% of the time
JIRA Service Management vs SCSM Logo
JIRA Service Management vs SCSM
Compared 13% of the time
BMC Helix ITSM vs SCSM Logo
BMC Helix ITSM vs SCSM
Compared 8% of the time
BeyondTrust Remote Support vs SCSM Logo
BeyondTrust Remote Support vs SCSM
Compared 5% of the time
More SCSM Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
May 2024
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
SCSM
May 2024
SCSM reportDownload SCSM product report
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
System Center Service Manager
 

Learn More

OpenText
Microsoft
 

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
 

Sample Customers

resultspositive, Globicon
Fibabanka, UMC Health System
Buyer's Guide
IT Service Management (ITSM)
June 2024
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