We performed a comparison between JIRA Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."This is the most complete and versatile enterprise task management product and issue tracker."
"The most valuable features are the management tools."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Easily integrates with other tools."
"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."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"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."
"We can have all our requests and incidents registered in one system."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It helps to register things, to see the changing parts, and to correlate incidents."
"JIRA Service could benefit from improvements to its voice support."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"JSM's ability to handle large volumes of emails isn't great."
"The pricing could be better."
"The solution needs to be integrated better with Office X5."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"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."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"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."
"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."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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