We performed a comparison between JIRA Service Management and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Transparency of the system helps both internal and external persons involved."
"Easily integrates with other tools."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The platform is easy to use."
"I think one of the most valuable things is that it's all integrated."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The initial setup is easy."
"It's pretty well-structured in modules."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's easy to scale."
"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."
"Its flexibility and ease of customization are its most valuable features."
"Technical support is pretty good."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"Jira Service Management should be more user-friendly."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Their end-user interface and technical support features could be improved."
"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."
"I don't see anything lacking."
"Customization can be difficult at times because scripting is often required."
"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."
"The product's technical support services need improvement."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas OpenText Service Manager is most compared with ServiceNow, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our JIRA Service Management vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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