OpenText Real User Monitoring vs ServiceNow Cloud Observability comparison

OpenText and ServiceNow are both solutions in the Application Performance Monitoring (APM) and Observability category. OpenText is ranked #43 with an average rating of 7.7, while ServiceNow is ranked #41 with an average rating of 7.5. OpenText holds a 0.2% mindshare in APM, compared to ServiceNow’s 0.4% mindshare. Additionally, 58% of OpenText users are willing to recommend the solution, compared to 100% of ServiceNow users who would recommend it.

OpenText Real User Monitoring

Read 11 OpenText Real User Monitoring reviews

441 Views
309 Comparison Views

58% willing to recommend

ServiceNow Cloud Observability

Read 4 ServiceNow Cloud Observability reviews

771 Views
593 Comparison Views

100% willing to recommend

OpenText Real User Monitoring

ServiceNow Cloud Observability

Comparison Buyer's Guide

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Executive SummaryUpdated on Jul 24, 2024

Both OpenText Real User Monitoring and ServiceNow Cloud Observability compete in the monitoring solutions category. OpenText stands out in pricing and support, while ServiceNow is preferred for comprehensive features and high user satisfaction despite higher costs.

What features are offered by OpenText Real User Monitoring in comparison to ServiceNow Cloud Observability?

OpenText Real User Monitoring offers real-time analytics, detailed user experience metrics, and affordability. ServiceNow Cloud Observability provides extensive integrations, advanced alerting capabilities, and a wide range of features.

What areas of improvement can be found in OpenText Real User Monitoring in comparison to ServiceNow Cloud Observability?

OpenText Real User Monitoring can improve in scalability, data visualization, and feature expansion. ServiceNow Cloud Observability needs better documentation, a more intuitive setup process, and may benefit from addressing its complex deployment.

How is the ease of deployment and customer service of OpenText Real User Monitoring in comparison to ServiceNow Cloud Observability?

OpenText Real User Monitoring is known for straightforward deployment and responsive support. ServiceNow Cloud Observability has more complex deployment but offers extensive customer service.

What setup costs and ROI can be seen with OpenText Real User Monitoring in comparison to ServiceNow Cloud Observability?

OpenText Real User Monitoring is valued for affordability and positive ROI. ServiceNow Cloud Observability, though costlier, delivers significant value justifying the investment.

To learn more, read our detailed OpenText Real User Monitoring vs. ServiceNow Cloud Observability Report (Updated: April 2025).

Buyer's Guide

OpenText Real User Monitoring vs. ServiceNow Cloud Observability

April 2025

Download the complete report

Helped 848,253 peers since 2012

Review summaries and opinions

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

Categories and Ranking

OpenText Real User Monitoring

Ranking in Application Performance Monitoring (APM) and Observability

43rd

Average Rating

6.6

Reviews Sentiment

6.4

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow Cloud Observability

Ranking in Application Performance Monitoring (APM) and Observability

41st

Average Rating

7.6

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the Application Performance Monitoring (APM) and Observability category, the mindshare of OpenText Real User Monitoring is 0.2%, down from 0.2% compared to the previous year. The mindshare of ServiceNow Cloud Observability is 0.4%, up from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Application Performance Monitoring (APM) and Observability

Featured Reviews

Aphiwat Leetavorn.

CTO at Marco Technology

Offers back-end monitoring, so it can analyze user experience but when customers change the software or version, this tool is quite sensitive

Real User Monitoring tools help proactively identify problems before they become critical by monitoring thresholds. There is a threshold and an SOA threshold. For example, it starts to go yellow, and if it becomes red, the system will crash. When it starts to become yellow (Threshold Approaching), we have to resolve it. This is the same case where we'll know what happened before it's too late. So we can make an early decision to prevent it, maybe by kicking some users off the system before it crashes.

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VinayKumar16

Senior DeliveryManager at ITC Infotech

Provides ease of use in areas like analytics and reporting

The feature of the tool that is more impactful for cloud performance stems from the area revolving around analytics and reporting. It is an easy-to-use tool. There is something known as performance analytics within ServiceNow that offers complete analytics, which offers end-to-end analytics along with the KPI metrics with what we have in place and so on. With the aforementioned aspects of the tool, I think we should be able to create a dashboard according to the operations view called the operation dashboard view, specifically for C-level executives.

Read full review

Quotes from Members

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

Pros

"The technical support is good at resolving issues."

"The reporting feature is good for us."

"The most valuable feature is application performance monitoring."

"It is a good product."

"Very easy to implement."

"The most useful feature of this solution is tracking. When the application's traffic has been monitored it is taken from that particular application and analyzed. It is then given a live session of that particular user. For example, if you are using your bank application to do some kind of transaction, everything that you do can be tracked by that application."

"It offers near-real-time analytics, which is helpful."

"Real User Monitoring tools help proactively identify problems before they become critical by monitoring thresholds. There is a threshold and an SOA threshold."

More OpenText Real User Monitoring pros

"The ability to create a stream based on different parameters, operation name, service name, URL, tags, and URI part, is one valuable feature."

"To a certain extent, it is possible to save on the costs of the product."

"The solution Lightstep/ServiceNow has a couple of pretty advanced functionalities to help us investigate a deviation and help the development teams have better observability in the environment using distributed and complex services."

"The UI is very intuitive."

Cons

"The diagnostics perspective, particularly in terms of the root cause analysis of failures, should be improved."

"Customer support needs to improve by bringing in more people who are knowledgeable about the tool, as there are very few left."

"The product needs more R&D to make it easier and more compatible with other software."

"We would like to see support for non-Windows environments."

"One area to improve is the user interface, of course. The second one is their R&D has virtually stopped building a product roadmap."

"When we want to monitor our encrypted traffic, this product doesn't work because our cipher is not supported."

"This technology is considered to be older."

"Real User Monitor needs to cover more protocols to provide more in-depth information. It could also be better at monitoring voice-related traffic. There is currently no visibility in that channel."

More OpenText Real User Monitoring cons

"In terms of licensing, users would want the product to offer them the ability to tailor the tasks offered in the solution to suit their needs."

"The support team could be better. Because of the different versions of different tactics of integrating reactive code base, the documentation is not very clear if someone has to be onboard. I would rate the documentation of Lightstep a five out of ten. It could need improvement."

"The dashboard and graphics must be improved."

"The design of this solution is not very intuitive and probably could come with more friendly tips for beginners."

Pricing and Cost Advice

"Not expensive."

"The price is approximately €30,000 ($35,500 USD) for the enterprise edition."

"Compared to other tools, OpenText Real User Monitoring is an expensive solution."

"If I compare with other vendors, other vendors are more expensive"

"The product is expensive. I rate the tool's pricing model an eight out of ten."

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848,253 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

28%

Manufacturing Company

14%

Government

Computer Software Company

Financial Services Firm

20%

Computer Software Company

13%

Manufacturing Company

12%

Retailer

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What needs improvement with Micro Focus Real User Monitor?

The diagnostics perspective, particularly in terms of the root cause analysis of failures, should be improved. There needs to be more development in this area, as the support and the number of peop...

See all answers

What is your primary use case for Micro Focus Real User Monitor?

The use case is about user-level monitoring and the availability of a service for a user. It's about whether the service is available, its performance, and the type of errors a user is receiving, f...

See all answers

What advice do you have for others considering Micro Focus Real User Monitor?

I rate the solution as nine. It is a good product. Everyone should have it as it is essential today, but choose the vendor accordingly. I'd rate the solution nine out of ten.

See all answers

What do you like most about LightStep?

The UI is very intuitive.

See all answers

What needs improvement with LightStep?

There are a lot of workflows and connectors. In terms of licensing, users would want the product to offer them the ability to tailor the tasks offered in the solution to suit their needs.

See all answers

What is your primary use case for LightStep?

I use the solution in my company since it has multiple tenants available. Basically, what happens in business is that you have a hybrid setup model, and for that, you extensively use a cloud platfo...

See all answers

Comparisons

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Compared 100% of the time

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Compared 34% of the time

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Compared 19% of the time

Datadog vs ServiceNow Cloud Observability

Compared 19% of the time

Dynatrace vs ServiceNow Cloud Observability

Compared 18% of the time

New Relic vs ServiceNow Cloud Observability

Compared 10% of the time

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Product Reports

Buyer's Guide

OpenText Real User Monitoring

March 2025

Download OpenText Real User Monitoring product report

Buyer's Guide

ServiceNow Cloud Observability

March 2025

Download ServiceNow Cloud Observability product report

Also Known As

Micro Focus Real User Monitor, Micro Focus RUM, HPE RUM

LightStep

Overview

Real User Monitoring (RUM) an End user monitoring that gives you visibility into user behavior for fast, targeted problem resolution. It monitors the performance and availability of business-critical application services for all users at all locations all the time. It automatically discovers underlying infrastructure and classifies user actions - giving you instant visibility into session and whole service health over web, cloud, and mobile user experience. It allows you to trace user experience across tiers, capture live sessions, see where customers clicked, measure response times, and see pages that caused problems. And you can easily capture and replay user sessions to create test scripts that reflect real user behavior. All this data gives you new ability to analyze which application transactions your users are performing and what application response they are experiencing. RUM currently supports over 20 application protocols and applications such as SAP, Citrix, and native mobile application monitoring on Android.

OpenText

ServiceNow Cloud Observability is a comprehensive platform designed to enhance visibility, control, and performance monitoring of your IT infrastructure and applications. It seamlessly integrates log management, trace management, metrics monitoring, and infrastructure monitoring in real-time, leveraging AI and machine learning for automated tasks and actionable insights. With benefits including improved visibility, faster incident resolution, enhanced application performance, simplified IT operations, and reduced costs, this cloud-native solution is ideal for businesses of all sizes with complex IT infrastructures. It integrates seamlessly with ServiceNow IT Operations Management (ITOM), supports OpenTelemetry standards, and provides AI-powered insights along with pre-built dashboards and reports.

ServiceNow

Sample Customers

Avea, Maccabi Healthcare Services, TEB

InVision, Twilio, Lyft, Yext, DigitalOcean,

Buyer's Guide

OpenText Real User Monitoring vs. ServiceNow Cloud Observability

April 2025

Free Report: OpenText Real User Monitoring vs. ServiceNow Cloud Observability

Find out what your peers are saying about OpenText Real User Monitoring vs. ServiceNow Cloud Observability and other solutions. Updated: April 2025.

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