We performed a comparison between OpenText Service Manager [EOL] and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."We can have all our requests and incidents registered in one system."
"Service Manager's best features are flexibility and customizability."
"It's easy to scale."
"Service Manager gives us a single system where everything is centralized in one base."
"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 solution is simple to set up."
"It gives us better understanding and control of service management."
"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."
"I like the ease of use."
"The workflow makes things extremely efficient and it improves effectiveness."
"The most valuable feature is that this is a Cloud solution."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"The solution integrates well with other products."
"It can scale well if you are managing IT assets."
"The most valuable feature is the flexibility of development for customization."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"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."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I don't see anything lacking."
"Service Manager would be improved with access to automation."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"Licensing costs are very high."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"Making a mobile version would be helpful."
"The standard UI is very restricted. It doesn't look as good, compared to Remedy. Building your own UI requires some additional coding..."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
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OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. OpenText Service Manager [EOL] is rated 7.2, while ServiceNow is rated 8.4. 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". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". OpenText Service Manager [EOL] is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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