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)."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."
"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."
"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."
"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."
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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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