CA Service Management, with CA Service Desk Manager vs. OpenText Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
CA Service Management
Score 6.8 out of 10
N/A
CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.N/A
OpenText Service Manager
Score 9.0 out of 10
N/A
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
Pricing
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CA Service ManagementOpenText Service Manager
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Considered Both Products
CA Service Management
Chose CA Service Management, with CA Service Desk Manager
We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that …
OpenText Service Manager

No answer on this topic

Top Pros
Top Cons
Features
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
8.6
6 Ratings
5% above category average
OpenText Service Manager
9.4
2 Ratings
13% above category average
Organize and prioritize service tickets9.76 Ratings8.62 Ratings
Expert directory8.75 Ratings9.62 Ratings
Service restoration8.46 Ratings8.72 Ratings
Self-service tools8.66 Ratings9.82 Ratings
Subscription-based notifications7.96 Ratings9.82 Ratings
ITSM collaboration and documentation9.76 Ratings9.82 Ratings
ITSM reports and dashboards7.55 Ratings9.82 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
9.2
6 Ratings
11% above category average
OpenText Service Manager
9.7
2 Ratings
16% above category average
Configuration mangement9.76 Ratings9.72 Ratings
Asset management dashboard10.03 Ratings9.82 Ratings
Policy and contract enforcement8.03 Ratings9.52 Ratings
Change management
Comparison of Change management features of Product A and Product B
CA Service Management, with CA Service Desk Manager
9.1
6 Ratings
8% above category average
OpenText Service Manager
10.0
1 Ratings
17% above category average
Change requests repository9.06 Ratings10.01 Ratings
Change calendar8.64 Ratings10.01 Ratings
Service-level management9.55 Ratings10.01 Ratings
Best Alternatives
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Small Businesses
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.3 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.3 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Likelihood to Recommend
9.0
(12 ratings)
9.6
(2 ratings)
Likelihood to Renew
4.1
(6 ratings)
-
(0 ratings)
User Testimonials
CA Service Management, with CA Service Desk ManagerOpenText Service Manager
Likelihood to Recommend
Broadcom
It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
Read full review
OpenText
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.
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Pros
Broadcom
  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
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OpenText
  • Capacity management like maintaining CI's and their relations is good.
  • Approvals with HPSM is a cake walk and quite logical.
  • There is no wait for troubleshooting or help, HPSM tech help is always there.
Read full review
Cons
Broadcom
  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
Read full review
OpenText
  • 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.
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Likelihood to Renew
Broadcom
While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
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OpenText
No answers on this topic
Alternatives Considered
Broadcom
We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
Read full review
OpenText
[We selected HP Service Manager because] HPSM is reliable.
Read full review
Return on Investment
Broadcom
  • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
  • CA Mobile app has provided agility and collaboration among IT Users and Customers.
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OpenText
  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
Read full review
ScreenShots