IT service Delivery Manager Managed services projects at a computer software company with 1,001-5,000 employees
Real User
Mar 9, 2023
I mainly use Service Manager to log tickets, receive calls from end-users, and monitor our daily operations. I also use it to record all incident requests and for our self-service catalog.
We generally use the solution for ticketing. We are using all of the models of the processes generally, however, it's ticketing that's the main purpose of the solution.
Head of Strategic Ecosystems and Accounts for Pedab Group at Pedab
Reseller
Feb 9, 2022
I think this solution is for complex needs and where there is a need for automation and high integration to other systems. As far as I know, they try to address not only the IT needs, but the service desk needs for companies also outside IT. If you have customers signing up for different professional services a company would provide, then there needs to be a service desk solution as well. I think they are addressing a wider audience than only IT. In those cases, I think that would be a very good solution, compared to others on the market that are a bit more niche or specialized in their domains. We actually don't have Service Manager installed for our own purpose or for providing services to customers. We are more in a resale mode of the technology, rather than using it ourselves. We haven't made any actual sales now for some time with this particular product. We have a partner that's been buying directly from Micro Focus, and I don't remember if they've done any sales recently, but for our sales, we haven't sold Service Manager yet. It's been part of the portfolio, and we've been talking about it and there's been some interest. I think you can install this on-prem. We have partners who have been managing this, or providing this as a managed service to their clients, but then it's been the partners that have been providing the cloud service. In my mind, it's more of an on-prem or private cloud installation, but I'm not 100% sure. In our role, we work with resellers in the Nordic region to Micro Focus. We are a partner to Micro Focus. We're a distributor. We work with the partners and resellers in the region, but we are a partner too. For our amount of customers, we have somewhere between 50 to a 100 in the Nordics. So in Sweden, Norway, Finland, and Denmark, we have around 50 to a 100 employees.
Learn what your peers think about OpenText Service Manager [EOL]. Get advice and tips from experienced pros sharing their opinions. Updated: January 2026.
Co-Founder and Director of Services at Continuous Software at a tech services company with 51-200 employees
Real User
Top 5
Jan 26, 2020
We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
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We use the product for infrastructure, profile, and incident management.
I mainly use Service Manager to log tickets, receive calls from end-users, and monitor our daily operations. I also use it to record all incident requests and for our self-service catalog.
We generally use the solution for ticketing. We are using all of the models of the processes generally, however, it's ticketing that's the main purpose of the solution.
Service Manager is for incidents and service requests.
I think this solution is for complex needs and where there is a need for automation and high integration to other systems. As far as I know, they try to address not only the IT needs, but the service desk needs for companies also outside IT. If you have customers signing up for different professional services a company would provide, then there needs to be a service desk solution as well. I think they are addressing a wider audience than only IT. In those cases, I think that would be a very good solution, compared to others on the market that are a bit more niche or specialized in their domains. We actually don't have Service Manager installed for our own purpose or for providing services to customers. We are more in a resale mode of the technology, rather than using it ourselves. We haven't made any actual sales now for some time with this particular product. We have a partner that's been buying directly from Micro Focus, and I don't remember if they've done any sales recently, but for our sales, we haven't sold Service Manager yet. It's been part of the portfolio, and we've been talking about it and there's been some interest. I think you can install this on-prem. We have partners who have been managing this, or providing this as a managed service to their clients, but then it's been the partners that have been providing the cloud service. In my mind, it's more of an on-prem or private cloud installation, but I'm not 100% sure. In our role, we work with resellers in the Nordic region to Micro Focus. We are a partner to Micro Focus. We're a distributor. We work with the partners and resellers in the region, but we are a partner too. For our amount of customers, we have somewhere between 50 to a 100 in the Nordics. So in Sweden, Norway, Finland, and Denmark, we have around 50 to a 100 employees.
We predominantly use it for incident management, change management, and knowledge management.
We implement some modules of this solution for our clients, mostly we did the integrations with the MF PPM. They are a medium-size development that focuses on a particular functionality.
We primarily use the solution for incident management, program management, as well as for change, release and configuration management.
We mainly use this as a service-desk solution for receiving calls, issues, and requests from the end-users.
* ITSM service processes * The richness of supporting standards, such as ISO 20000.