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ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL] comparison

 

Comparison Buyer's Guide

Executive Summary

Review summaries and opinions

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

Categories and Ranking

ManageEngine ServiceDesk Plus
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
Ranking in other categories
Help Desk Software (3rd), IT Service Management (ITSM) (3rd)
OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
MEKKAB Raouf - PeerSpot reviewer
Excellent pricing with great change management and service management capabilities
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.

Quotes from Members

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

Pros

"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"The self-service portal enhances our company's user experience."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The workflow automation is the most valuable feature of this solution."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The most valuable feature is the ticketing system which is working well."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"When somebody wants to follow up with a problem from the past, the solution makes it easy. It keeps everything in one system and updated."
"The solution is simple to set up."
"It's easy to scale."
"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."
"The initial setup is easy."
"It gives us better understanding and control of service management."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Service Manager gives us a single system where everything is centralized in one base."
"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."
 

Cons

"The licensing model should be more flexible."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."
"The only challenge we are having is integrating with Jira."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"Their end-user interface and technical support features could be improved."
"I don't see anything lacking."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"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."
"Customization can be difficult at times because scripting is often required."
"The interface could be better."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
 

Pricing and Cost Advice

"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"It is cheaper than the competitors."
"The licensing is around $10,000 per year."
"It is cheaper than its competitors."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"ManageEngine ServiceDesk Plus has reasonable pricing because my colleagues mentioned that the solution is more cost-effective than the previous one the company used."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The price is much better than other products so pricing is rated an eight out of ten."
"HP Service Manager has moderate pricing."
"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."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"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."
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Top Industries

By visitors reading reviews
Educational Organization
62%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Computer Software Company
25%
Manufacturing Company
16%
Financial Services Firm
15%
Government
10%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
 

Also Known As

No data available
Micro Focus Service Manager, HPE ITSM, HPE Service Manager
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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