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

1,635 Views
1,275 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, ManageEngine and others in Help Desk Software.

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

Buyer's Guide

Help Desk Software

January 2026

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Helped 881,733 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 (17th), IT Service Management (ITSM) (15th)

Featured Reviews

MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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 solution is simple to set up."

"It's easy to scale."

"We can have all our requests and incidents registered in one system."

"It's pretty well-structured in modules."

"Service Manager does what it should, but it's quite outdated."

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

"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. 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."

More OpenText Service Manager [EOL] pros

"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."

"The most valuable feature of this solution is the incident management module."

"Change management is the most critical feature."

"The most valuable feature of TOPdesk is its ease of use if you have implemented it in the right way. If you're not implementing it in the right way, then it's very difficult."

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

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

"Its ITSM approach is quite useful."

"TOPdesk is overall very stable."

More TOPdesk pros

Cons

"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."

"Pure cloud-based native functionality is lacking."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"The product's technical support services need improvement."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"I don't see anything lacking."

"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

"The interface could be better."

More OpenText Service Manager [EOL] cons

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

"The solution should be made more user-friendly."

"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."

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

"From a UI perspective, there is room for improvement. It sometimes takes many steps to do something simple, like creating or moving a knowledge item."

"One of the disadvantages of TOPdesk is the reporting tool. It is very poor and not in real-time. You do not always receive the correct information."

"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."

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

More TOPdesk cons

Pricing and Cost Advice

"The license is not cheap."

"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."

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

"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."

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

"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."

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Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Computer Software Company

10%

Performing Arts

10%

Educational Organization

Computer Software Company

13%

Educational Organization

11%

Manufacturing Company

Healthcare 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

SCSM vs OpenText Service Manager [EOL]

Compared 19% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 17% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 15% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 14% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL]

Compared 11% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs TOPdesk

Compared 22% of the time

JIRA Service Management vs TOPdesk

Compared 12% of the time

GLPI by Teclib vs TOPdesk

Compared 7% of the time

Freshdesk vs TOPdesk

Compared 7% of the time

Zendesk vs TOPdesk

Compared 6% of the time

More TOPdesk Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

January 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

January 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

Excellent service management made easy : Happy customers are the goal of every supporting department. We understand. That’s why we’ve created a solution that helps you improve customer communication, manage workflows and keep track of assets. But above all: our software is simple and attractive. This not only makes it pleasant to use, but also quick to adopt. You’re looking to deliver excellent service from day one – and TOPdesk is here to help. TOPdesk delivers one integrated service platform for IT, FM, HR and other Service departments with a build Self Service Portal, asset management, reporting and integration platform( see also our TOPdesk Marketplace for selection of connectors). Some key features include : Call Management, Incident and Service Request Management, Service Catalogue, Asset & Configuration Management, Problem Management, Change Management, Project Management, Operations Management, Reservations Management, Stock & Order Management, Contract Management and SLA's, Survey Management, Self Service Portal, Form designer, Portal designer, Event & Action Management, Knowlegde Base, Report wizards, Resource Management, Barcode, CAD and Exchange integration TOPdesk helps you streamline your ITIL, Agile, Sox, KCS, ASL/BISL, GDPR compliance Result at our global customer base : 98% customer retention rate 99% of our implementations within budget and timeframe 90% up and running within 3 month NPS score of 35 (4500 cusotmers) 98% customer recommondation score 4,7 score at Gartner Peer Insights Our ecosystem consist of : 4500 customers across 45 countries > 300.000 daily users > 15.000.000 supported end-users 40+ partners What makes TOPdesk unique? • ITIL-based modules for all your service needs: from Ticket and Asset Management to Reservations Management • License based on end users or service agents, whateveris best for you • Unlimited number of assets or self service users • Easy to implement: get up and running quickly • Choose between on-premises or SaaS

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.

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