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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.
TOPdesk
Read 10 TOPdesk reviews
  • 970 Views
  • 497 Comparison Views
84% willing to recommend
 

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.

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Buyer's Guide
Help Desk Software
April 2025
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Helped 851,604 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
48
Ranking in other categories
No ranking in other categories
TOPdesk
Average Rating
7.8
Reviews Sentiment
6.7
Number of Reviews
10
Ranking in other categories
Help Desk Software (14th), IT Service Management (ITSM) (12th)
 

Featured Reviews

MEKKAB Raouf - PeerSpot reviewer
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 - PeerSpot reviewer
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.
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Quotes from Members

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

Pros

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The initial setup is easy."
"The solution is simple to set up."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It can adapt to any process in the organization."
More OpenText Service Manager [EOL] pros
"It is an easy-to-use solution."
"This solution has provided me with a well-defined process and interaction, compared to my previous tool, GLPI."
"Its ITSM approach is quite useful."
"TOPdesk is overall very stable."
"Change management is the most critical feature."
"The most valuable feature of the solution is the ticketing feature."
"The most valuable feature of this solution is the incident management module."
"When it comes to implementing new features, they listen to what their customers want via a suggestion forum that they have."
More TOPdesk pros
 

Cons

"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."
"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."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"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."
"Customization can be difficult at times because scripting is often required."
More OpenText Service Manager [EOL] cons
"An operator is also a user but requires creating two different records."
"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."
"It is time-consuming to add new users."
"If I open a ticket on the infrastructure team, I can't move it to the financial team for them to manage the ticket."
"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 should be made more user-friendly."
"The solution's change management could be better."
"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."
More TOPdesk cons
 

Pricing and Cost Advice

"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."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"HP Service Manager has moderate pricing."
"The license is not cheap."
"Compared to other products in this segment, I think that they are priced well and not too 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 solution is inexpensive compared to competitors."
"The solution's pricing is reasonable and not expensive."
"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."
"TOPdesk's pricing is cheaper than Jira's."
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
19%
Financial Services Firm
14%
Government
8%
Educational Organization
44%
Computer Software Company
12%
Financial Services Firm
5%
Retailer
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
What do you like most about TOPdesk?
The most valuable feature of TOPdesk is the reports.
See all answers
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
 

Comparisons

No data available
ServiceNow vs TOPdesk Logo
ServiceNow vs TOPdesk
Compared 38% of the time
JIRA Service Management vs TOPdesk Logo
JIRA Service Management vs TOPdesk
Compared 22% of the time
Freshdesk vs TOPdesk Logo
Freshdesk vs TOPdesk
Compared 15% of the time
BMC Helix ITSM vs TOPdesk Logo
BMC Helix ITSM vs TOPdesk
Compared 9% of the time
GLPI by Teclib vs TOPdesk Logo
GLPI by Teclib vs TOPdesk
Compared 9% of the time
More TOPdesk Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
May 2025
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
Help Desk Software
April 2025
TOPdesk reportDownload 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

resultspositive, Globicon
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.
Buyer's Guide
Help Desk Software
April 2025
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