Microsoft System Center Service Manager vs. OpenText Service Manager

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Microsoft System Center Service Manager
Score 8.4 out of 10
N/A
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.N/A
OpenText Service Manager
Score 9.0 out of 10
N/A
OpenTextâ„¢ 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
Microsoft System Center Service ManagerOpenText Service Manager
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Microsoft System Center Service ManagerOpenText 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
Microsoft System Center Service ManagerOpenText Service Manager
Considered Both Products
Microsoft System Center Service Manager
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 …
OpenText Service Manager

No answer on this topic

Top Pros
Top Cons
Features
Microsoft System Center Service ManagerOpenText Service Manager
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Microsoft System Center Service Manager
7.8
7 Ratings
4% below category average
OpenText Service Manager
9.4
2 Ratings
14% above category average
Organize and prioritize service tickets8.04 Ratings8.62 Ratings
Expert directory7.03 Ratings9.62 Ratings
Service restoration7.04 Ratings8.72 Ratings
Self-service tools8.75 Ratings9.82 Ratings
Subscription-based notifications7.04 Ratings9.82 Ratings
ITSM collaboration and documentation9.76 Ratings9.82 Ratings
ITSM reports and dashboards7.16 Ratings9.82 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
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 mangement9.86 Ratings9.72 Ratings
Asset management dashboard8.77 Ratings9.82 Ratings
Policy and contract enforcement6.05 Ratings9.52 Ratings
Change management
Comparison of Change management features of Product A and Product B
Microsoft System Center Service Manager
6.7
6 Ratings
22% below category average
OpenText Service Manager
10.0
1 Ratings
18% above category average
Change requests repository6.16 Ratings10.01 Ratings
Change calendar6.05 Ratings10.01 Ratings
Service-level management8.05 Ratings10.01 Ratings
Best Alternatives
Microsoft System Center Service 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 9.1 out of 10
Ivanti Neurons for ITSM
Ivanti Neurons for ITSM
Score 9.1 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Microsoft System Center Service ManagerOpenText Service Manager
Likelihood to Recommend
8.8
(7 ratings)
9.6
(2 ratings)
Support Rating
8.9
(2 ratings)
-
(0 ratings)
User Testimonials
Microsoft System Center Service ManagerOpenText Service Manager
Likelihood to Recommend
Microsoft
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.
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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
Microsoft
  • This tool is used to track support requests among our IT staff.
  • We use this tool to automate some more routine tasks.
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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.
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Cons
Microsoft
  • Kind of clunky.
  • Takes a lot a lot a lot of configuration.
  • There is a lot of jargon to learn to be able to use it to its full ability.
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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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Support Rating
Microsoft
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.
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OpenText
No answers on this topic
Alternatives Considered
Microsoft
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.
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OpenText
[We selected HP Service Manager because] HPSM is reliable.
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Return on Investment
Microsoft
  • Save a world of time when imaging
  • Save a world of time with patch management
  • Provides decent reports to get a snapshot quickly
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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.
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ScreenShots