Overview
Product Information on OpenText Service Management
What is OpenText Service Management?
OpenText Service Management Pricing
Overall experience with OpenText Service Management
“Product Offers Cost Savings Yet Faces Challenges in CMDB and ITSM Process Integration”
“Miss the mark through unpolished features and incorrect published documentation.”
About Company
Company Description
OpenText powers and protects information. As a global secure information management provider for businesses, OpenText tools span content management, artificial intelligence (AI), cybersecurity, cloud, and business networks. For over 30 years, OpenText has helped organizations manage and protect their data and documents while modernizing their information architecture. Its integrated hub connects information across departments and applications to enhance employee experience, productivity, and collaboration, while making information structured and searchable through AI, machine learning, and semantic search. In addition, OpenText delivers endpoint security and digital life protection solutions to safeguard businesses against cyberattacks and data breaches.
Company Details
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
Reviewer Insights for: OpenText Service Management
Deciding Factors: OpenText Service Management Vs. Market Average
Performance of OpenText Service Management Across Market Features
OpenText Service Management Likes & Dislikes
flexible implementation options and licensing models
Capabilities surrounding integration and the Universal Discovery used to populate the CMDB.
interface, addon marketplace, community, service support skills, integration studio and open data
Complex product to implement and maintain. Missing single GUI for CMDB maintaining and other ITSM processes
1. They sell their product as optimising ITSM They do this by optimising and automating processes differently, however, we find that this is not the case in many instances. The feedback we get from PCS (Proactive Customer Support - OpenText Service Desk) is that it must be done manually and it feels like many features are half delivered, building blocks A, B and C are available in the system but it is still a manual process to achieve your desired outcomes because A and B are not aware of C within the software code and therefore automation is not possible, yet automation is in the name of the product. 2. Published documents are often unclear and sometimes even false. I have raised a service request with their PCS team: Implementing feature A does not work. That is by design. No, your publicly available documents indicate that I need to configure X, Y and Z to achieve A. That is not true, we will update the published documents online. How many procurement decisions were influenced by falsely documenting features? 3. Many integrations and automation run on external tools (other OpenText tools / components) that are prone to error and do not recover without human intervention. 4. After a year, we have not yet realised the value we expected and some aspects are being re-worked in order to realise value despite partnering with a Systems Integrator.
cost licensing
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Peer Discussions
OpenText Service Management Reviews and Ratings
- Solution Area Architect1B-10B USDTelecommunicationReview Source
Product Offers Cost Savings Yet Faces Challenges in CMDB and ITSM Process Integration
Good performer, cost effective way for implementing ITSM processes in general - IT ManagerGov't/PS/EdGovernmentReview Source
Platform, Integration Studio, Opendata and Addon Marketplace Valued Despite Challenges With Cost and Licensing
presence of previous solution, upgrade cost and integration with cloud management - Team Lead Modern Workplace1B-10B USDConsumer GoodsReview Source
Miss the mark through unpolished features and incorrect published documentation.
We remain positive that we will be able to extract more value from the application with greater configuration and adoption while at the same time we are aware that the application falls short on some of its promises. - Manager of IT Services1B-10B USDBankingReview Source
Opentext's Supportive Journey to Productionising UCMDB
opentext have provided great support along the road to productionising this product. we only use an element of it, UCMDB - Manager of IT Services1B-10B USDBankingReview Source
Navigating UCMDB Product Upgrades: A Journey Through Challenges
Limited personal use of product at present, but understanding is that OT provide a product that delivers our requirement