OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText Service Manager [EOL]

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92% 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).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2025).

IT Service Management (ITSM)

April 2025

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Helped 848,989 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 Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

217

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

MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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Somnath Kand

Team Lead at LTI - Larsen & Toubro Infotech

Custom integration and reporting lead to efficient ticket management

There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

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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

"The initial setup is easy."

"Service Manager gives us a single system where everything is centralized in one base."

"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 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."

"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's easy to scale."

More OpenText Service Manager [EOL] pros

"This solution is a single-storage for our user community to submit help desk tickets."

"It can scale well if you are managing IT assets."

"I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach."

"ServiceNow provides quite good insights about what is happening in the organization."

"We used ServiceNow for change management, release management, and event management."

"For our work, ServiceNow's service catalogs and SDK integrations are the most valuable features."

"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."

"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."

More ServiceNow pros

Cons

"Customization can be difficult at times because scripting is often required."

"The product's technical support services need improvement."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"The solution does not interface well with other products and is difficult to implement."

"I don't see anything lacking."

"The interface could be better."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

More OpenText Service Manager [EOL] cons

"The solution could improve by being more stable."

"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."

"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."

"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."

"I find ServiceNow to be a little bit clunky. If I need to report an issue they have a number of different options. I can report an issue, I can ask a question, I can make a request and it has varying levels of importance or levels of attention required. I find that what's required to submit is not always clear."

"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 major area for improvement for our needs would be monitoring the metrics of the times to acknowledge and resolve issues and escalations."

"System deployment and automation capabilities could be within the platform, similar to competitors."

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 pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"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."

"ServiceNow's pricing is comparatively higher than Helix's."

"Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."

"There are licensing fees."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."

"We are happy with the pricing."

"The cost is quite high."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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848,989 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

25%

Manufacturing Company

17%

Financial Services Firm

16%

Government

Educational Organization

27%

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

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.

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

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...

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 ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

BMC Helix ITSM vs ServiceNow

Comparisons

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Compared 8% of the time

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Product Reports

OpenText Service Manager [EOL]

April 2025

Download OpenText Service Manager [EOL] product report

Download ServiceNow product report

March 2025

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Overview

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

OpenText

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