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OpenText Service Manager [EOL] Reviews

Vendor: OpenText
3.6 out of 5
2,920 followers
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What is OpenText Service Manager [EOL]?

Featured OpenText Service Manager [EOL] reviews

PeerAnalyst reports based on OpenText Service Manager [EOL] reviews

TypeTitleDate
CategoryIT Service Management (ITSM)Mar 29, 2025Download
ProductReviews, tips, and advice from real usersMar 29, 2025Download
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Key learnings from peers

Valuable Features

Room for Improvement

Pricing

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Computer Software Company
25%
Manufacturing Company
16%
Financial Services Firm
15%
Government
10%
Real Estate/Law Firm
6%
Energy/Utilities Company
4%
Healthcare Company
4%
Construction Company
3%
Comms Service Provider
3%
University
3%
Educational Organization
2%
Non Profit
1%
Transportation Company
1%
Hospitality Company
1%
Legal Firm
1%
Consumer Goods Company
1%
Analyst Firm
1%
Logistics Company
1%
Media Company
1%
Recreational Facilities/Services Company
1%
Retailer
1%
 

OpenText Service Manager [EOL] reviews

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PeerSpot user
Sr. Application Development Specialist: Service Manager at a wellness & fitness company with 10,001+ employees
Verified user of OpenText Service Manager [EOL]
Oct 13, 2016
A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure.
MEKKAB Raouf - PeerSpot user
Information Technology Service Manager & Technology Integration DevOps at Djezzy
Verified user of OpenText Service Manager [EOL]
Apr 11, 2022
Excellent pricing with great change management and service management capabilities

Pros

"The solution is simple to set up."

Cons

"I don't see anything lacking."
Find out what your peers are saying about OpenText Service Manager [EOL]. Updated March 2025
842,651 professionals have used our research since 2012.
PeerSpot user
Manager, Utilities Applications at a financial services firm with 1,001-5,000 employees
Verified user of OpenText Service Manager [EOL]
Mar 7, 2016
Product version discussed: 9.3.3
Process Designer allows us to make modifications to certain attributes that will be forward compatible with new versions. Authentication needs to natively support multiple AD forests.
DB
Principal at a tech services company with 51-200 employees
Verified user of OpenText Service Manager [EOL]
Oct 12, 2020
Allows us to track and identify trends, but is not user-friendly for knowledge management

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."

Cons

"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
Farah Ben Ahmed - PeerSpot user
DLO Veritas Backup solution Project Manager at Tunisie Telecom
Verified user of OpenText Service Manager [EOL]
Jun 8, 2022
Is easy to set up, but customization needs improvement

Pros

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

Cons

"Customization can be difficult at times because scripting is often required."
PeerSpot user
Team Leader IT Service Management Presales Eng at a tech services company with 1,001-5,000 employees
Verified user of OpenText Service Manager [EOL]
Dec 14, 2016
It helps us manage the end user experience for utilizing the environment systems.
Shrikant Pillay - PeerSpot user
Service Management Consultant at Tata Consultancy
Verified user of OpenText Service Manager [EOL]
Jun 2, 2022
A cost-effective service desk solution

Pros

"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."

Cons

"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. "
PeerSpot user
Director at a pharma/biotech company with 10,001+ employees
Verified user of OpenText Service Manager [EOL]
Jun 4, 2017
The workflow engine standardizes the process steps. There is a lot of manual work in transporting code.

Pros

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

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."