We performed a comparison between JIRA Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Useful for tracking issues with development."
"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 automations will really help the company by delegating work the way your company operates."
"Easily integrates with other tools."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The customer portal with connection with our knowledge base has been most valuable."
"Great to be able to create customized forms."
"The initial setup is pretty easy."
"Service Manager does what it should, but it's quite outdated."
"It's pretty well-structured in modules."
"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."
"It can adapt to any process in the organization."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"Service Manager gives us a single system where everything is centralized in one base."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The initial setup is very complex."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"This solution lacks features for project management."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Integration possibilities with other products that are not Atlassian would be helpful. Support should also provide separate installation guides for each product even though they are easy to install."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"Pure cloud-based native functionality is lacking."
"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."
"The product's technical support services need improvement."
"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."
"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 would be improved with access to automation."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager [EOL] 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 [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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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