We performed a comparison between ManageEngine ServiceDesk Plus and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"The workflow automation is the most valuable feature of this solution."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"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."
"The solution is free for up to five users."
"The management of this application is good."
"It's stable."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"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."
"Technical support is pretty good."
"It's pretty well-structured in modules."
"It's easy to scale."
"Service Manager does what it should, but it's quite outdated."
"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."
"It can adapt to any process in the organization."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"Lacks some flexibility in the configuration of workflows."
"They could improve the screens."
"ManageEngine ServiceDesk Plus moves changes to the production directly. We need a local touch in support."
"The interface is not the best. The user interface could be more intuitive."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"The solution does not have an automated approach to integration with other ManageEngine products."
"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 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 good integration with the configuration database, that's lacking at the moment, It's not that good."
"Service Manager would be improved with access to automation."
"Pure cloud-based native functionality is lacking."
"The interface could be better."
"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."
"The product's technical support services need improvement."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management.
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