We performed a comparison between OpenText Service Manager [EOL] and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"Its flexibility and ease of customization are its most valuable features."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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 helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"Service Manager's best features are flexibility and customizability."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Service Manager does what it should, but it's quite outdated."
"It's a straightforward and effective approach that minimizes the need for extensive explanations."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The subsequent chain of tasks, I believe, is valuable."
"The workflow makes things extremely efficient and it improves effectiveness."
"The most valuable features of the solution are the ease of use and the sensor for ticketing systems."
"It can scale well if you are managing IT assets."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Pure cloud-based native functionality is lacking."
"Customization can be difficult at times because scripting is often required."
"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 solution does not interface well with other products and is difficult to implement."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The Express edition does not allow the option for scripting."
"The product’s standard user experience is not the best."
"I would like to see a mobile version of ServiceNow."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"The Software Asset Management feature can be improved. We would like to see more features for the Software Asset Management functionality. Its price can also be better. It is currently more expensive than other solutions."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."
"The solution is lacking in the mobile application area that could be improved."
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OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. OpenText Service Manager [EOL] is rated 7.2, while ServiceNow is rated 8.4. 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". 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 [EOL] is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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