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)."The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's easy to scale."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The solution is simple to set up."
"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."
"Technical support is pretty good."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager's best features are flexibility and customizability."
"If you stick to the out-of-the-box solution, it's an easy setup."
"You can scale the solution."
"Primarily, we use it for incident management and change across the landscape. It is the virtual repository for our incident management processes. It gives us visibility about what's happening from the change management perspective across our CABs, including our enterprise CABs."
"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"Identifies better ways to license software or eliminate unused software to save money."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Customization can be difficult at times because scripting is often required."
"Pure cloud-based native functionality is lacking."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"The interface could be better."
"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."
"When it comes to reference fields, there are some limitations where you aren't able to use them, like in relationship queries. In Remedy, when you click a menu, you get options directly, whereas here, if you use a reference field, it points you to a different form. So the UI experience totally changes for the end user."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"Integration capabilities can improve."
"Its setup is tough. It takes a lot of knowledge and a lot of experience."
"The solution should offer better security when it comes to storing data."
"The interface requires an upgrade."
"Making a mobile version would be helpful."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
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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 OpenText Service Management Automation X (SMAX), BMC Helix ITSM, IBM Maximo and JIRA Service Management, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, Appian and IBM Maximo.
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