OpenText Service Manager [EOL] vs TOPdesk comparison

OpenText and TOPdesk are both solutions in the Help Desk Software category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 84% of TOPdesk users who would recommend it.

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

TOPdesk

Read 10 TOPdesk reviews

2,766 Views
2,240 Comparison Views

84% willing to recommend

OpenText Service Manager [EOL]

TOPdesk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and TOPdesk based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: April 2026).

Buyer's Guide

Help Desk Software

April 2026

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Helped 893,221 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

TOPdesk

Average Rating

7.8

Reviews Sentiment

6.7

Number of Reviews

Ranking in other categories

Help Desk Software (16th), IT Service Management (ITSM) (15th)

Featured Reviews

Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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Martina Peneva

People Technology Lead at Scandinavian Tobacco Group

Implement service management changes while addressing UI improvements

Topdesk's user interface makes it easy to handle requests and escalate them to other groups or reassign them when working on a single ticket. Additionally, the service management tool in HR allows for a change in delivering services, replacing email communication with ticket raising. The knowledge library enables the local HR to store and share relevant information and frequently asked cases, enhancing collaboration. The ticket system also facilitates escalating cases to other involved departments. IT, HR, and some other teams primarily use this system.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The modules were very utilitarian and it became like just clicking boxes to track changes, track approvals, or avoid any changes with support, which made it quite efficient."

"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

"Its flexibility and ease of customization are its most valuable features."

"Technical support is excellent. They really bend over backwards for us."

"It's mostly so reliable and has a lot of functionality."

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"The solution will streamline productivity and also improve automation, bringing efficiency as well as the ability to handle a big number of enterprise-wide service needs, with productivity and collaborative capabilities being some of the key benefits."

More OpenText Service Manager [EOL] pros

"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."

"It is an easy-to-use solution."

"Its ITSM approach is quite useful."

"Technical support is great and we have not had any issues with them."

"Change management is the most critical feature."

"The most valuable feature of the solution is the ticketing feature."

"The most valuable feature of TOPdesk is the reports."

"TOPdesk is overall very stable."

More TOPdesk pros

Cons

"Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences."

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

"The greatest issue for us is to understand the roadmap."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"The solution does not interface well with other products and is difficult to implement."

"We had quite a lot of issues with stability and the quality of the product so far."

More OpenText Service Manager [EOL] cons

"Change management implementation, facility management, and making reservations on assets can be improved."

"This solution is modular so you only buy what you need, but I prefer what some companies are doing where they include everything in the package."

"All companies have processes that need to be adjusted. When you have a change, you need to name it, and many companies have a set of changes you can use. It would be helpful if there were more space in TOPdesk to name the change or use metadata to record the kinds of changes."

"The solution's change management could be better."

"In some fields, it's just not good enough."

"It is time-consuming to add new users."

"An operator is also a user but requires creating two different records."

"Change management implementation, facility management, and making reservations on assets can be improved."

More TOPdesk cons

Pricing and Cost Advice

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"HP Service Manager has moderate pricing."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"The license is not cheap."

"Compared to other products in this segment, I think that they are priced well and not too expensive."

"The solution is inexpensive compared to competitors."

"TOPdesk's pricing is cheaper than Jira's."

"The solution's pricing is reasonable and not expensive."

"There are three fee options to choose from for a company and these options compared to market prices are very high. For example, if I use one of the first options for 10 assets, then it costs 20,000 Euros. If you went to competitors, then you pay less."

"The cost of the solution on a yearly basis is $20,000. Technical support is not extra. It's included in the yearly cost. Updates are also included. The solution is good at keeping its product up to date."

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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Manufacturing Company

10%

Educational Organization

10%

Computer Software Company

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	2
Midsize Enterprise	3
Large Enterprise	7

Questions from the Community

Ask a question

Earn 20 points

What is your experience regarding pricing and costs for TOPdesk?

The solution's pricing is reasonable and not expensive.

See all answers

What needs improvement with TOPdesk?

From a UI perspective, there is room for improvement, as some tasks like creating or moving a knowledge item within the library require many steps instead of simple actions like drag and drop. This...

See all answers

What is your primary use case for TOPdesk?

I use Topdesk to change the way we deliver our services in HR to the business. Instead of writing an email to a particular person or visiting their desk, I ask employees to raise a ticket for servi...

See all answers

Comparisons

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Freshservice vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs TOPdesk

Compared 16% of the time

JIRA Service Management vs TOPdesk

Compared 10% of the time

LiveChat vs TOPdesk

Compared 6% of the time

Zendesk vs TOPdesk

Compared 5% of the time

GLPI by Teclib vs TOPdesk

Compared 4% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

April 2026

Download TOPdesk product report

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

TOPdesk enhances ITSM with valuable features like change management and incident management. Its modules support service level and asset management. Users find its interface effective for ticket handling and request escalation.

TOPdesk primarily supports IT service management across organizations, facilitating the complete ITSM lifecycle. It offers modules for change, incident, and configuration management, along with features for ticketing and asset management. The service management capabilities extend to HR, helping employees raise tickets efficiently. Some organizations utilize it for onboarding, offboarding, and maintaining a knowledge library. It addresses needs in project management and financial approvals.

What Are The Key Features of TOPdesk?

Change Management: Streamlines processes necessary for IT changes.
Incident Management: Ensures issues are tracked and resolved promptly.
Reporting Modules: Offers metrics on service performance.
Call Module: Manages customer interactions effectively.
Service Level Management: Monitors and maintains service quality.
Asset Management: Tracks and manages organizational assets.
Reservation Management: Simplifies resource reservations.
Ticketing Feature: Enhances departmental collaboration.
Knowledge Library: Facilitates information sharing across teams.

What Benefits Should Users Look For?

Improved Collaboration: Enhances communication across IT and HR.
Comprehensive ITSM Support: Covers incident, change, and configuration.
Streamlined Onboarding: Supports seamless integration for new employees.
Enhanced Project Management: Assists in managing extensive projects.
Efficient Request Handling: Simplifies ticket management processes.
Informed Decision-Making: Provides insightful reporting data.

TOPdesk is widely used in diverse sectors for ITSM. Organizations employ it for lifecycle management of IT services, leveraging its change and configuration modules. It aids HR departments in managing service requests and employee transitions, providing valuable support in IT and project management.

TOPdesk

Sample Customers

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City of Amsterdam, University of Edinbroughm, IKEA, KLM Catering Services, FloraHolland, BOVAG, PostNL, Total, Hilton, Oce, Canon, Agip, Compass Group, Serco, Danone, BMW, Eneco, And many more.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: April 2026.

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