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).
"It helps to register things, to see the changing parts, and to correlate incidents."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It can adapt to any process in the organization."
"Service Manager does what it should, but it's quite outdated."
"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."
"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."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"The solution is easy to use, simple to make queries, flexible to configure, integrates well, and supports all of our companies needs."
"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."
"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"Very easy to implement and to respond to my clients' needs."
"The analytics - we like to keep track of how much work everyone is doing."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"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."
"Their end-user interface and technical support features could be improved."
"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."
"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."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"There's always a room for improvement in terms of the ServiceNow UI. For customers, the UI is something that is a continuous improvement."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"Transparency in the pricing model needs to be improved."
"Where it could be improved is Discovery. This may sound odd since I just praised the value of ServiceNow Discovery, but improvements to its automatic detection, the breadth of devices, and the depth of devices covered, as well as keeping up with new technologies, are all essential."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"The interface is not user-friendly."
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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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