OpenText Service Manager

Overview
Product	Rating	Most Used By	Product Summary	Starting Price
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

Editions & Modules

No answers on this topic

Offerings

Pricing Offerings
OpenText Service Manager
Free Trial
No
Free/Freemium Version
No
Premium Consulting/Integration Services
No

Entry-level Setup Fee

No setup fee

Additional Details

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More Pricing Information

Community Pulse
	OpenText Service Manager
Considered Both Products	OpenText Service Manager Verified User Employee Chose OpenText Service Manager [We selected HP Service Manager because] HPSM is reliable. Incentivized Helpful? Sebastian Torres Senior Field Help Desk Technician Chose OpenText Service Manager I have seen other products but I have only worked with HPSM. Incentivized Helpful?

Features

OpenText Service Manager

Incident and problem management

Comparison of Incident and problem management features of Product A and Product B
	OpenText Service Manager 9.4 2 Ratings 13% above category average
Organize and prioritize service tickets	8.62 Ratings
Expert directory	9.62 Ratings
Service restoration	8.72 Ratings
Self-service tools	9.82 Ratings
Subscription-based notifications	9.82 Ratings
ITSM collaboration and documentation	9.82 Ratings
ITSM reports and dashboards	9.82 Ratings

ITSM asset management

Comparison of ITSM asset management features of Product A and Product B
	OpenText Service Manager 9.7 2 Ratings 16% above category average
Configuration mangement	9.72 Ratings
Asset management dashboard	9.82 Ratings
Policy and contract enforcement	9.52 Ratings

Change management

Comparison of Change management features of Product A and Product B
	OpenText Service Manager 10.0 1 Ratings 15% above category average
Change requests repository	10.01 Ratings
Change calendar	10.01 Ratings
Service-level management	10.01 Ratings

Best Alternatives
	OpenText Service Manager
Small Businesses	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Medium-sized Companies	Agiloft Service Desk (discontinued) Score 9.0 out of 10
Enterprises	ManageEngine ServiceDesk Plus Score 9.2 out of 10
All Alternatives	View all alternatives

User Ratings
	OpenText Service Manager
Likelihood to Recommend	9.6 (2 ratings)

User Testimonials
	OpenText Service Manager
Likelihood to Recommend	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. Incentivized Sebastian Torres Senior Field Help Desk Technician Read full review
Pros	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. Incentivized Verified User Anonymous Read full review
Cons	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. Incentivized Sebastian Torres Senior Field Help Desk Technician Read full review
Alternatives Considered	OpenText [We selected HP Service Manager because] HPSM is reliable. Incentivized Verified User Anonymous Read full review
Return on Investment	OpenText We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly. Incentivized Sebastian Torres Senior Field Help Desk Technician Read full review
ScreenShots