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."
"The initial setup is easy."
"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."
"It's easy to scale."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The solution is simple to set up."
"Service Manager's best features are flexibility and customizability."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"Everything about the schema, including the design of ServiceNow, is great."
"The pricing of the product is quite good. It's not too expensive."
"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."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"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."
"Very easy to implement and to respond to my clients' needs."
"Service Manager would be improved with access to automation."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Their end-user interface and technical support features could be improved."
"The product's technical support services need improvement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future."
"Licensing costs are very high."
"There is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"Needs additional software titles and easier normalization."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."
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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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