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Cherwell Service Management vs Micro Focus Service Manager comparison

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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
"The dashboard and the reporting functionality are the solution's most valuable features.""Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.""The most valuable features are problem management and change management."

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"The design has been revamped in terms of GUI. The current interface is quite easy to read.""It can adapt to any process in the organization.""Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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Cons
"Application service mapping, GRC, SecOps, and things like that need improvement.""The stability, specifically in the on-premises deployment model, could be improved.""Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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"The solution does not interface well with other products and is difficult to implement.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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Pricing and Cost Advice
  • "For an ITIL user, the cost is probably about 50 bucks a month."
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  • "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."
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    Questions from the Community
    Top Answer: 
    Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want.
    Top Answer: 
    For an ITIL user, the cost is probably about 50 bucks a month.
    Top Answer: 
    Application service mapping, GRC, SecOps, and things like that need improvement.
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    Ranking
    25th
    out of 55 in Help Desk Software
    Views
    1,583
    Comparisons
    1,201
    Reviews
    2
    Average Words per Review
    385
    Rating
    7.0
    23rd
    out of 55 in Help Desk Software
    Views
    1,978
    Comparisons
    1,447
    Reviews
    4
    Average Words per Review
    635
    Rating
    6.3
    Comparisons
    Also Known As
    HPE ITSM, HPE Service Manager
    Learn More
    Overview
    Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

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

    Offer
    Learn more about Cherwell Service Management
    Learn more about Micro Focus Service Manager
    Sample Customers
    Ausenco, Highlights for Children, B/E Aerospace
    resultspositive, Globicon
    Top Industries
    VISITORS READING REVIEWS
    Computer Software Company22%
    Comms Service Provider14%
    Government7%
    Educational Organization6%
    REVIEWERS
    Financial Services Firm35%
    Aerospace/Defense Firm12%
    Healthcare Company8%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company28%
    Comms Service Provider18%
    Government10%
    Financial Services Firm7%
    Company Size
    No Data Available
    REVIEWERS
    Small Business18%
    Midsize Enterprise7%
    Large Enterprise76%
    Find out what your peers are saying about Cherwell Service Management vs. Micro Focus Service Manager and other solutions. Updated: January 2022.
    563,208 professionals have used our research since 2012.

    Cherwell Service Management is ranked 25th in Help Desk Software with 3 reviews while Micro Focus Service Manager is ranked 23rd in Help Desk Software with 3 reviews. Cherwell Service Management is rated 7.0, while Micro Focus Service Manager is rated 6.0. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of Micro Focus Service Manager writes "A better GUI in place but still not user friendly and quite complex to implement". Cherwell Service Management is most compared with ServiceNow, JIRA Service Management, BMC Helix ITSM, HEAT Service Management and Ivanti Service Desk , whereas Micro Focus Service Manager is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, BMC Helix ITSM and IBM Maximo. See our Cherwell Service Management vs. Micro Focus Service Manager report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.