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 solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It can adapt to any process in the organization."
"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."
"Service Manager does what it should, but it's quite outdated."
"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'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."
"Straightforward tool."
"It actually has quite a wide list of modules and processes. Currently, we are implementing project management and Scaled Agile Framework for one of our customers."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"It has an excellent capability to integrate different access points."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"The interface could be better."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Their end-user interface and technical support features could be improved."
"The product's technical support services need improvement."
"Pure cloud-based native functionality is lacking."
"Service Manager would be improved with access to automation."
"Customization can be difficult at times because scripting is often required."
"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."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"Their cloud management is also not that great compared to other products."
"The capital expenditure neeed to get the tool up and running is extensive."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"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."
"The contract module is quite rudimentary and doesn't support contract line items."
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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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