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."
"Service Manager's best features are flexibility and customizability."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It gives us better understanding and control of service management."
"We can have all our requests and incidents registered in one system."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It can adapt to any process in the organization."
"ServiceNow provides quite good insights about what is happening in the organization."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"I like that in ServiceNow creating workflows is simpler than that in HP Service Manager. Also, I really like the customization feature. It allows us to customize the service portal and permits us to do a lot of customization per business needs."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"We have found change management and CMDB to be very useful."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The interface could be better."
"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."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"I don't see anything lacking."
"Customization can be difficult at times because scripting is often required."
"The product's technical support services need improvement."
"The solution’s pricing is expensive and could be improved."
"The pricing structure could be more budget-friendly."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"The RPA needs improvement. That's a new area for them that they're just entering into now."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
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.
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.
