We performed a comparison between OpenText Service Manager [EOL] and TOPdesk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."Service Manager's best features are flexibility and customizability."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Technical support is pretty good."
"It's pretty well-structured in modules."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It gives us better understanding and control of service management."
"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."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It is an easy-to-use solution."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."
"The most valuable feature of TOPdesk is the reports."
"Its ITSM approach is quite useful."
"The most valuable feature of this solution is the incident management module."
"Change management is the most critical feature."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I don't see anything lacking."
"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."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"The solution's change management could be better."
"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."
"It is time-consuming to add new users."
"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."
"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"An operator is also a user but requires creating two different records."
"Change management implementation, facility management, and making reservations on assets can be improved."
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OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 48 reviews while TOPdesk is ranked 20th in Help Desk Software with 8 reviews. OpenText Service Manager [EOL] is rated 7.2, while TOPdesk is rated 7.8. 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". On the other hand, the top reviewer of TOPdesk writes "Provides good technical support services, but its reporting feature needs improvement". OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management, whereas TOPdesk is most compared with ServiceNow, JIRA Service Management, Freshdesk, BMC Helix ITSM and NinjaOne.
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