Name: OpenText Service Manager
Rating: 9 (43 reviews)
Author: OpenText

Customer Success Management Training

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Accessibility Testing

Continuous Integration

Feature Management

Development

Virtual Classroom

Education

Business Intelligence (BI)

Collaboration

Enterprise

Accounting

SaaS Spend Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Employee Onboarding

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AIOps

API Management

Cloud Storage

Configuration Management

Custom Software Development Services

Cybersecurity Consulting

Database-as-a-Service (DBaaS)

Fraud Detection

Game Engine

Integration Platform as a Service (iPaaS)

LAN Switches

Managed Detection and Response (MDR)

Managed Public Cloud Infrastructure

Mobile Data Security

Network Behavior Analysis

Network Performance Monitoring

Sensitive Data Discovery

Service Desk Outsourcing

Software Composition Analysis (SCA)

Vendor Risk Management

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Ecommerce Personalization

Email Marketing

Market Research

Marketing Automation

Marketing Resource Management

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Onboarding

Customer Relationship Management (CRM)

Point of Sale

Sales Enablement

Sales Incentive Compensation Management

Sales Performance Management

eCommerce Analytics

Sales

Cloud Infrastructure Entitlement Management

Cloud Security Posture Management

Secure Service Edge (SSE)

Security

Banking

Church Management

Financial Services CRM

Geographic Information

Internet of Medical Things

Medical Office EMR & EHR

Mental Health

Online Voting

Revenue Cycle Management (RCM)

Vertical-Specific

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The product has been praised by users for its ability to effectively manage customer relationships, allowing them to track interactions and maintain a comprehensive database. Customers have appreciated the user-friendly interface and intuitive navigation, making it easy to learn and use. Reviewers have highlighted the robust reporting capabilities of the product, enabling them to generate detailed insights and effectively analyze data. Users have found value in the seamless integration with other tools and platforms, enhancing productivity and enabling efficient data transfer. The product has garnered praise for its reliability and stability, experiencing minimal downtime or technical issues. The customization options have been commended by reviewers, allowing businesses to tailor the product to their specific needs and workflows. Automation features have improved efficiency for users by streamlining repetitive tasks. Customers have cited prompt responses and helpful assistance from customer support as a positive aspect of the product. The mobile app has been found convenient by reviewers, enabling access and updates on the go. Improved team collaboration and communication have been reported by users, fostering better coordination and information sharing.

Slow and Unresponsive Performance: Several users have expressed frustration with the software's slow and unresponsive performance, leading to inefficiency in completing tasks. This has hindered their productivity and caused frustration.

Lack of Important Features: Many reviewers have mentioned that the software lacks important features, making it difficult for them to perform certain actions and achieve desired results. This limitation has affected their ability to fully utilize the software's capabilities.

Unhelpful Customer Support: A number of users have been disappointed with the customer support provided by the company. They have found it to be unresponsive and unhelpful in resolving issues, which has left them feeling frustrated and unsupported when encountering problems with the software.

Well-designed User Interface: Multiple users have praised the product's well-designed and intuitive user interface. They have found it easy to navigate and perform tasks efficiently, resulting in a smooth user experience.

User-friendly: Many reviewers have mentioned that the product is user-friendly. They appreciate how easily they can understand and use the features without any confusion or complications. This has helped them complete their work quickly and efficiently.

Efficient Task Completion: Several users have highlighted the efficiency of the product in helping them complete tasks. They feel that the user interface allows them to quickly access the necessary tools and functionalities, enabling them to accomplish their work in a timely manner.

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.

Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and configuration management.

Starting Price

BMC Helix ITSM replaces Remedy. It is a broad suite of ITSM, tools with strong integrations to other BMC tools and in-built ITAM. The product is used mainly by global brands and is offered in on-premise and SaaS configurations.

OpenText Service Manager

IT Service Management (ITSM) is a process-based practice intended to align the delivery of information technology (IT) services with needs of the enterprise, emphasizing benefits to customers.

IT Service Management (ITSM)

Likelihood to Recommend

Incident and problem management

ITSM asset management

Change management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Change requests repository

Change calendar

Service-level management

OpenText is a leader in Enterprise Information Management (EIM). EIM enables organizations to grow the business, lower costs of operations, and reduce information governance and security related risks. OpenText focuses on the key drivers of business success to improve business insight, strengthen business impact, accelerate process velocity, address information governance and provide security.

OpenText

Streamlining ticketing and service restoration processes

Prioritize tickets to ensure most urgent are tackled first

Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts

Impact assessment and automated fixes for common problems

Repository of information documenting common issues and known resolutions which can be accessed directly by users

Users subscribe to notifications for ticket updates

Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

Managing all IT assets and enforcing policy rules

Database for tracking and reporting all business assets

Dashboard showing organization's software portfolio

Ensuring that requesters have eligibility before fullfullment

Ensuring standardized processes for making changes to IT infrastructure

Single repository of all planned changes and releases

Calendar showing change schedule to stakeholders

Process for negotiating agreements regarding service level expectations, and ensuring these are met

Salient Dashboard Miner

Omnissa Horizon

Symantec Encryption

Ivanti Connect Secure

OpenText Solutions Business Manager

Syncfusion® Essential Studio®

Dash Association Management

Shortcuts

Senior Field Help Desk Technician

HP Service Manager 2016-05-06 07:23:35

Atlassian Jira

HP Service Manager 2016-12-16 09:03:14

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Search capabilities

Time frame

Management area

End user

Not very robust

Text search

User interface

Add notes

Search feature

End user interface

Service manager

Management process

Incident management

Configuration management

Third party applications

Data analytics

Access management

Web based

Easily integrated

Home

IT Service Management (ITSM) Tools

HP Service Manager is used at Northwestern Mutual as a tool for the service desk, and "n-tiers" to document their work. It is used by the majority of the IT area to be able to resolve issues in the field and the home office. It addresses all technical issues addressed to us by the field including but not limited to: computer issues, computer setups, application issues, LAN/WAN issues, password support, etc.

We have a web based version and it's nice logging into it from the web.
It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.

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.

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

Juniper Secure Access SSL VPN, Symantec Endpoint Encryption, VMware Horizon View

HPSM is a very powerful tool out of all the ticketing tools I have used in all my 8 years of IT industry. It has lesser downtime when compared to others and is properly synced w.r.t [with regard to] CI's and stuff. The best part is that it has various sections like change, request, Incident and problem and a chance of adding others. I have supported even the infrastructure level of HPSM and feel that it is very easy to upgrade and very convienient for patching. We have 24*7 support from HPSM which is the wonderful part when compared to other tools and technologies. Catering user needs secially with the approvals is a cherry on the top. Really enjoyed and appreciated every moment I worked with HPSM

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.

I find it as a wonderful tool, no improvements needs as of now w.r.t [with regard to] performance.

It would help for proper management.
Help in auditing.

OpenText Service Manager
Formerly Micro Focus Service Manager

Overview

What is OpenText Service Manager?