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.
N/A
ManageEngine ServiceDesk Plus
Score 9.2 out of 10
N/A
ServiceDesk Plus is free help desk software from ManageEngine, a division of Zoho Corporation.
$10
Starting Price Per Month
Pricing
OpenText Service Manager
ManageEngine ServiceDesk Plus
Editions & Modules
No answers on this topic
Standard
$10.00
Starting Price Per Month
Professional
$21.00
Starting Price Per Month
Enterprise
$50.00
Starting Price Per Month
Offerings
Pricing Offerings
OpenText Service Manager
ManageEngine ServiceDesk Plus
Free Trial
No
Yes
Free/Freemium Version
No
Yes
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
OpenText Service Manager
ManageEngine ServiceDesk Plus
Features
OpenText Service Manager
ManageEngine ServiceDesk Plus
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
OpenText Service Manager
9.4
Ratings
15% above category average
ManageEngine ServiceDesk Plus
7.1
Ratings
13% below category average
Organize and prioritize service tickets
8.60 Ratings
8.00 Ratings
Expert directory
9.60 Ratings
5.00 Ratings
Service restoration
8.70 Ratings
5.00 Ratings
Self-service tools
9.80 Ratings
8.00 Ratings
Subscription-based notifications
9.80 Ratings
6.00 Ratings
ITSM collaboration and documentation
9.80 Ratings
10.00 Ratings
ITSM reports and dashboards
9.80 Ratings
8.00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
OpenText Service Manager
9.7
Ratings
17% above category average
ManageEngine ServiceDesk Plus
7.7
Ratings
6% below category average
Configuration mangement
9.70 Ratings
9.00 Ratings
Asset management dashboard
9.80 Ratings
8.00 Ratings
Policy and contract enforcement
9.50 Ratings
6.00 Ratings
Change management
Comparison of Change management features of Product A and Product B
I would definitely recommend HPSM after working with various other ticketing tools, as it supports and provides the best value and user friendly and quite adaptive to the modern technology mainly the SMS feature, where users were notified for any issues when there are tickets raised. Upgrades and the support provided by the HPSM tech staff is commendable.
The amount of additional functionality is great too - we originally went in expecting to use it for just a helpdesk but eventually it evolved into change management and asset tracking.
We also started using the invoicing addon which helped massively and allowed us to track items from point of purchase to decommission.
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.
When trying to select the top row ticket, you have to be careful not to select all tickets. Happened to us twice and we assigned all open tickets to one technician. Took a few minutes to correct.
Site is sometimes a bit sluggish to respond. Don't know if that is an issue with our network infrastructure or the program itself, though.
When users send emails to the help desk, we sometimes experience delays until the tickets appear on the site for the technicians.
we are looking at other tools like Zendesk which may replace ServiceDesk. We are currently evaluating both tools to see which one would serve our needs better
It is still very cumbersome, lots of data entry on the back end to build how we want it but it is still not completely user friendly. Many functions still dont work and contacting someone for help isnt always easy or we get told solutions for issues we have just arent built yet.
Our network administrator usually gets a good response when contacting ManageEngine ServiceDesk Plus customer service. They are quick to respond and so far have been able to eliminate most of our issues. We have been through several upgrades of the software over the years and have no issues to report in regards to customer service.
No contest. Remedyforce required a full time investment to understand the use of cryptically named variables, so all changes needed to be made by a specially trained administrator. Remedy had terrible problem handing capability. ServiceDesk Plus is a polar opposite - most customization is done using plain English and simple screens.
It has provided better visibility to upper management in terms of the scale of the workload of the IT department
It has allowed licensed software to be tracked more efficiently, allowing redundant license to be reclaimed, rather than additional ones being purchased
It has fulfilled the requirements for multiple audits, including Microsoft audits, as it allows the assets and their software to be tracked
