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)."This solution has helped us a great deal in project management tracking and forecasting."
"The simplicity is good for our clients. The price is good."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Reporting and easy export to Excel spreadsheets."
"JSM's best feature is the integration with other Jira products."
"A good organizational tool."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"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's easy to scale."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It can adapt to any process in the organization."
"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 gives us a single system where everything is centralized in one base."
"The initial setup is easy."
"The solution is simple to set up."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"JIRA Service could benefit from improvements to its voice support."
"Generally requires the purchase of additional plugins."
"In-built chat is missing in JIRA Service Management."
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"The documentation needs improving, it's difficult to find specific procedures."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"The solution does not interface well with other products and is difficult to implement."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"I don't see anything lacking."
"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 should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked 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, BMC Helix ITSM, Freshdesk 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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