| Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees | 2.0 | I find Micro Focus Service Manager outdated and at its end of life, with poor architecture and performance. While it handles incidents, I wouldn't recommend it, suggesting ServiceNow as a superior alternative that better represents the future. |
| DLO Veritas Backup solution Project Manager at Tunisie Telecom | 3.5 | I've used Micro Focus Service Manager for ten years. It offers a nice interface and easy setup, though customization can be difficult, and its license isn't cheap. While generally stable and scalable, I rate it seven out of ten, preferring ServiceNow for its flexibility. |
| Information Technology Service Manager & Technology Integration DevOps at Djezzy | 4.5 | I find Micro Focus Service Manager a very valuable, stable, and complete solution. Its setup is simple, support is helpful, and pricing is reasonable. I'm satisfied with its features for IT service management and appreciate its scalability. |
| Service Management Architect at Kandrel | 4.0 | I primarily use this solution for ticketing, finding it stable, scalable, and customizable with a positive organizational impact. However, integration is challenging, the interface could improve, and customer support is inconsistent. I rate it 8/10. |
| Head of Strategic Ecosystems and Accounts for Pedab Group at Pedab | 4.5 | I find Micro Focus Service Manager a robust and highly capable solution for complex, enterprise-wide service needs, boosting productivity. Despite its potential, it requires increased awareness and simplified setup. Partnering with experienced implementers is key for success. |
| Principal at a tech services company with 51-200 employees | 2.5 | I use Micro Focus Service Manager primarily for incident management, finding its reporting valuable. However, I'm frustrated by its poor email-to-ticket conversion, especially with attachments, and its user-unfriendly knowledge management, which limits its overall utility despite stable performance. |
| Global Service Delivery Manager at a tech services company with 51-200 employees | 4.0 | We use OpenText Service Manager for infrastructure, profile, and incident management. The product's technical support services need improvement. We considered BMC as an alternative solution but ultimately chose OpenText Service Manager. |
| IT service Delivery Manager Managed services projects at a computer software company with 1,001-5,000 employees | 3.5 | I use OpenText Service Manager primarily for logging tickets, receiving end-user calls, and monitoring operations. Its flexibility and customizability, especially in reports and third-party integrations, are valuable. However, it could benefit from better automation capabilities. I previously used Remedy. |
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