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OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.
ServiceNow
Read 214 ServiceNow reviews
  • 12,732 Views
  • 8,325 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
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, ManageEngine and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: November 2024).
Buyer's Guide
IT Service Management (ITSM)
November 2024
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Helped 824,067 peers since 2012
 

Categories and Ranking

OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
ServiceNow
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
214
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Featured Reviews

Farah Ben Ahmed - PeerSpot reviewer
Is easy to set up, but customization needs improvement
Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…
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Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It helps to register things, to see the changing parts, and to correlate incidents."
"The solution is simple to set up."
"We can have all our requests and incidents registered in one system."
"Service Manager gives us a single system where everything is centralized in one base."
"It's pretty well-structured in modules."
"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."
"It gives us better understanding and control of service management."
"The initial setup is easy."
More OpenText Service Manager [EOL] pros
"I think ServiceNow is highly stable. These kinds of tools are used in a big company, and I haven't seen any issues in terms of the core platform."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"Identifies better ways to license software or eliminate unused software to save money."
"It has more extensive features as compared to the other competitors."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
More ServiceNow pros
 

Cons

"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."
"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."
"Service Manager would be improved with access to automation."
"The product's technical support services need improvement."
"Customization can be difficult at times because scripting is often required."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
More OpenText Service Manager [EOL] cons
"Transparency in the pricing model needs to be improved."
"There should be fewer clicks and faster integrations between solutions."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"I would like to see a mobile version of ServiceNow."
"The pricing of the solution could be better. It's a bit high."
"Licensing costs are very high."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
More ServiceNow cons
 

Pricing and Cost Advice

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"HP Service Manager has moderate pricing."
"The license is not cheap."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"It is an expensive platform."
"The price is okay for us. It's reasonable."
"It has a higher cost compared to local/regional solutions."
"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
"ServiceNow's pricing is comparatively higher than Helix's."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
"It is fairly expensive."
More ServiceNow pricing and cost advice
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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
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Top Industries

By visitors reading reviews
Computer Software Company
22%
Financial Services Firm
17%
Manufacturing Company
13%
Government
9%
Educational Organization
26%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
See all answers
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
See all answers
What do you like most about ServiceNow?
The solution has a user-friendly interface.
See all answers
 

Comparisons

No data available
BMC Helix ITSM vs ServiceNow Logo
BMC Helix ITSM vs ServiceNow
Compared 9% of the time
Microsoft Power Apps vs ServiceNow Logo
Microsoft Power Apps vs ServiceNow
Compared 8% of the time
Pega Platform vs ServiceNow Logo
Pega Platform vs ServiceNow
Compared 8% of the time
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 5% of the time
Appian vs ServiceNow Logo
Appian vs ServiceNow
Compared 5% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
December 2024
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
ServiceNow
November 2024
ServiceNow reportDownload ServiceNow product report
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
No data available
 

Learn More

OpenText
ServiceNow
 

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

 

Sample Customers

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AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Buyer's Guide
IT Service Management (ITSM)
November 2024
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: November 2024.
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See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.