Motadata ServiceOps vs. OpenText Service Manager

Well suited if a service desk is needed and you need to manage IT admins. It helps to sell IT services and deliver them to the clients more efficiently.

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.

Incentivized

• Balancing the workload
• Process automation
• Asset discovery
• Contract and SLA management
• Get Single Pane Glass View
• Root Cause Analysis with context
• Reduce outages and improve performance

• 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.

Incentivized

• Machine learning
• AI chat-bot
• Parch management
• Multi Language Support is missing

• 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.

Incentivized

Very easy to use. GUI is self explanatory. We normally do not have to tech new users on how to use the system, they can simply start working because e of the simplicity.

The support is superb - fast and ready to help. The team is really motivated to help not just to close the ticket. It is one of the best IT related support experience s ever.

Motadata has a way better support from vendor and local partners. And Motadata is a one comprehensive absolutions not a bunch of modules connected together.

[We selected HP Service Manager because] HPSM is reliable.

Incentivized

• Increase the effectivness of IT staff
• Keeping IT assets under control
• 50% reduction in MTTR
• Enhanced network availability and uptime by 20%

• We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.

Incentivized