Microsoft System Center Service Manager is an integrated
platform that is designed for automating and adapting IT Service Management
best practices to an organization’s requirements. The platform includes built-in
processes for incident and problem resolution, change control and asset
lifecycle management.
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OpenText Service Manager
Score9 out of 10
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OpenText™ Service Manager (formerly from Micro Focus) is scalable service desk software powered by machine learning, analytics, and automation. It provides an ITSM platform for standardizing service delivery and support across the enterprise.
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Pricing
Microsoft System Center Service Manager
OpenText Service Manager
Editions & Modules
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Offerings
Pricing Offerings
Microsoft System Center Service Manager
OpenText Service Manager
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Community Pulse
Microsoft System Center Service Manager
OpenText Service Manager
Considered Both Products
Microsoft
Verified User
Chose Microsoft System Center Service Manager
IT auditing , asset tracking and timeline tracking have been the driving factors for our IT staff using Microsoft System Center Service Manager. The ROI from the time management of our IT staff has been the driving factor and its built for IT professionals to use. So …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
OpenText
No answer on this topic
Key User Insights
Would buy again
No answers on this topic
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Delivers good value for the price
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Happy with the feature set
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Lived up to sales and marketing promises
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Implementation went as expected
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Features
Microsoft System Center Service Manager
OpenText Service Manager
Incident and problem management
Comparison of Incident and problem management features of Microsoft System Center Service Manager and OpenText Service Manager
Feature
Microsoft System Center Service Manager
7.8
7 Ratings
4% below category average
OpenText Service Manager
9.4
2 Ratings
15% above category average
Organize and prioritize service tickets
8.04 Ratings
8.62 Ratings
Expert directory
7.03 Ratings
9.62 Ratings
Service restoration
7.04 Ratings
8.72 Ratings
Self-service tools
8.75 Ratings
9.82 Ratings
Subscription-based notifications
7.04 Ratings
9.82 Ratings
ITSM collaboration and documentation
9.76 Ratings
9.82 Ratings
ITSM reports and dashboards
7.16 Ratings
9.82 Ratings
ITSM asset management
Comparison of ITSM asset management features of Microsoft System Center Service Manager and OpenText Service Manager
Feature
Microsoft System Center Service Manager
8.2
7 Ratings
0% below category average
OpenText Service Manager
9.7
2 Ratings
17% above category average
Configuration mangement
9.86 Ratings
9.72 Ratings
Asset management dashboard
8.77 Ratings
9.82 Ratings
Policy and contract enforcement
6.05 Ratings
9.52 Ratings
Change management
Comparison of Change management features of Microsoft System Center Service Manager and OpenText Service Manager
I think any organization that runs windows on their computers that is size over 50 workstations and looking for a complete package to manage their windows machines must have Microsoft System Center Service Manager, especially if they have Windows servers and VMs. The capability of managing multiple devices at ones can save a lot of time for the IT jobs.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The customer support service is excellent. They help from start/deployment through to any time later on. They responded quickly and resolved our issues professionally and in no time.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We selected MCSM because it is a solid product that we could use very quickly, compared to other tools there is a lot more effort for integration into the infrastructure, costing time and money. We implemented the tool very quickly and since it integrates with other Microsoft products, it was very easy to get up and running.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
