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)."ManageEngine provides additional modules that we can integrate in the future."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"The solution is free for up to five users."
"The solution overall has been quite stable."
"The solution is interactive and flexible so engineers find it much easier to work with than other tools."
"It ensures the tracking of all costs for end-user issues."
"The platform's most beneficial features are incident management, change management, request management, and asset management."
"It gives us better understanding and control of service management."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"We can have all our requests and incidents registered in one system."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"There's no native integrations between the systems."
"The service delivery could be improved."
"The interface is not the best. The user interface could be more intuitive."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"Improvement is needed in the Software Assets Management functionality."
"Lacks some flexibility in the configuration of workflows."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"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 interface could be better."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Customization can be difficult at times because scripting is often required."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"I don't see anything lacking."
"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] doesn't meet the minimum requirements to be ranked 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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