JIRA Service Management vs OpenText Service Manager [EOL] comparison

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Atlassian Logo
6,487 views|4,558 comparisons
94% willing to recommend
OpenText Logo
1,314 views|892 comparisons
79% willing to recommend
Comparison Buyer's Guide
Executive Summary

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).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2024).
772,649 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"JSM's best feature is the integration with other Jira products.""I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances.""The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms.""The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems.""The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.""I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting.""The customer portal allows users to register tickets themselves.""Compared to other solutions, Jira Service Management is really reasonable regarding price and speed."

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"We can have all our requests and incidents registered in one system.""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.""Its flexibility and ease of customization are its most valuable features.""It's easy to scale.""Technical support is pretty good.""It's pretty well-structured in modules.""Service Manager gives us a single system where everything is centralized in one base.""It can adapt to any process in the organization."

More OpenText Service Manager [EOL] Pros →

Cons
"This solution lacks features for project management.""If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement.""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.""Field addition and removal features are not very intuitive in JIRA Service Management.""​SaaS version for large organizations (more than 2000 users) is not available.""With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered.""We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better.""JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

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"It needs good integration with the configuration database, that's lacking at the moment, It's not that good.""I don't see anything 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.""I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product.""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.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

More OpenText Service Manager [EOL] Cons →

Pricing and Cost Advice
  • "Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."
  • "JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
  • "Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."
  • "Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
  • "I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
  • "But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
  • "Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
  • "It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
  • More JIRA Service Management Pricing and Cost Advice →

  • "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."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "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."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager [EOL] Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:JIRA Service Management is a very user-friendly solution.
    Top Answer:It is one of the premium products on the market, but it is very costly, especially in the Indian market. Smaller organizations cannot afford it. We pay monthly licensing costs. We only have to pay for… more »
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Ranking
    Views
    6,487
    Comparisons
    4,558
    Reviews
    33
    Average Words per Review
    557
    Rating
    8.2
    Views
    1,314
    Comparisons
    892
    Reviews
    6
    Average Words per Review
    319
    Rating
    7.0
    Comparisons
    Also Known As
    JIRA Service Desk
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

    JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:

    1. Accelerating the flow of work between IT teams, development teams, and business teams

    2. Empowering teams to deliver their service more quickly

    3. Bringing visibility to their work

    Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.

    JIRA Service Management Features

    JIRA Service Management has many valuable key features. Some of the most useful ones include:

    • Request management: Allows businesses to manage work across teams with one platform so employees and customers get the help they need quickly.
    • Problem management: To minimize the impact of incidents, this feature groups incidents, fast-tracks root cause analysis, and records workarounds.
    • Change management: IT teams are empowered by richer contextual information around changes from software development tools. This helps them minimize risk and make better decisions.
    • Asset management: Manage inventory efficiently, track lifecycles and ownership, and reduce costs.
    • Configuration management: Attain visibility into the infrastructure that supports critical services and applications. Understand service dependencies to minimize risk.
    • Incident management: The solution brings development and IT teams together to rapidly respond to, resolve, and learn from incidents.
    • Knowledge management: While fostering team collaboration, the solution enables self-service, deflection of more requests, and management of knowledge articles.

    JIRA Service Management Benefits

    There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:

    • The solution empowers all teams across IT, development, and business with intuitive, flexible workflows.
    • Work is made visible through the open and collaborative JIRA platform.
    • Connect IT and development on a single platform to accelerate workflow.
    • Gain significant ROI with competitive pricing on useful features.
    • Benefit from faster time to value by implementing a full ITSM solution in just a few months.
    • Lower total cost of ownership without expensive ongoing maintenance and upgrades.
    • Enjoy a broad ecosystem of more than 4,000 best-in-class apps and integrations.

    Reviews from Real Users

    JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:

    Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”

    Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”

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

    Sample Customers
    mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
    resultspositive, Globicon
    Top Industries
    REVIEWERS
    Computer Software Company35%
    Comms Service Provider12%
    Retailer9%
    Transportation Company6%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Financial Services Firm10%
    Government7%
    Manufacturing Company7%
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Healthcare Company7%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm14%
    Manufacturing Company11%
    Government7%
    Company Size
    REVIEWERS
    Small Business38%
    Midsize Enterprise28%
    Large Enterprise35%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise16%
    Large Enterprise59%
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise18%
    Large Enterprise64%
    Buyer's Guide
    IT Service Management (ITSM)
    May 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: May 2024.
    772,649 professionals have used our research since 2012.

    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.

    See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

    We monitor all IT Service Management (ITSM) 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.