We performed a comparison between OpenText Service Manager and ServiceNow 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.
"Service Manager's best features are flexibility and customizability."
"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."
"We can have all our requests and incidents registered in one system."
"The solution is simple to set up."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"It gives us better understanding and control of service management."
"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"The look and feel is a valuable benefit for adoption."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"The solution integrates well with other products."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"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."
"Their end-user interface and technical support features could be improved."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Service Manager would be improved with access to automation."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"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 capital expenditure neeed to get the tool up and running is extensive."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"Integration capabilities can improve."
"Licensing costs are very high."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"The interface requires an upgrade."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. OpenText Service Manager is rated 7.2, while ServiceNow is rated 8.4. 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". 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 is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our OpenText Service Manager vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
