OpenText Service Manager [EOL] Reviews

Name: OpenText Service Manager [EOL]
Brand: OpenText
Rating: 3.6 (48 reviews)

Vendor: OpenText

3.6 out of 5

48 reviews
79% willing to recommend

2,923 followers

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What is OpenText Service Manager [EOL]?

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

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Buyer's Guide

OpenText Service Manager [EOL]

November 2024

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Helped 816,660 peers since 2012

Featured reviews

Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

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. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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it_user484731

Sr. Application Development Specialist: Service Manager at a wellness & fitness company with 10,001+ employees

My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user. They went to what they call code-less, really it just means you code less. It's not really a code-less mode, you're just coding less. Their sales pitch is, they can take the control of these improvements and enhancements out of the hands of people like me and into the hands of the person who's saying, "Can you make it do whatever?" The gap in that or the thing that makes me nervous about that is the guy who is saying, "Here is my thing." Doesn't have the picture of here's everybody else's thing and how yours is going to impact theirs. Some of the things they ask me to build are really dumb and I shouldn't build. That conversation with the development team that says, "This thing that you're trying to do doesn't really fit. Does it really make sense to do this thing?" And having that sanity check. If my end-user can build that themselves, then you don't get that level of sanity check. As they move to what they want, I think they're trying to make it easier for the companies that are smaller companies that don't have guys like me, that don't have an expert to do the building and make it simpler for them, but in doing so they do make it a little bit more scary for the guy who is managing it for the larger organization. I want to be able to make this stable. I know that what I'm putting in isn't going to break anybody else's things. I won't step on your toes because so and so has asked me and so and so has asked me, so I'm familiar with what everybody wants. My concern is not something I want them to do different, but as they're going in a direction that might sell well to the guy who doesn't have a guy like me on their team it actually is scary to the guy like me who says, "But how can you ensure that people are going to do it right if you're putting it into the hands of Joe user who isn't aware of that bigger picture." Other than that, I guess the only other thing I would say is it really is an amazing tool. They have built in integrations with out of box tools and standing up integrations to brand new tools is really simple. We've custom built 64 different integrations, usually within the period of weeks. Somebody says, "I need a new way to do this." We're like, "All right, we'll stand that up." Most of the development time is their product talking to mine, because I know how to make my product work. They're still figuring out how to talk to my product. But standing up new integration points is really simple, working with other tool sets is really simple. They do a lot of things really well. I think it is awesome, and I'm surprised that more people don't think so.

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Valuable Features

"The initial setup is easy."
"Service Manager's best features are flexibility and customizability."
"It's easy to scale."

Room for Improvement

"The product's technical support services need improvement."
"Service Manager would be improved with access to automation."
"The interface could be better."

Pricing

"HP Service Manager has moderate pricing."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"The license is not cheap."