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)."There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"Its integration is most valuable. It is pretty open for integration."
"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 automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"A good organizational tool."
"The customer portal with connection with our knowledge base has been most valuable."
"The most valuable features are the management tools."
"The product is not lacking anything that a QA will want to use."
"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."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager gives us a single system where everything is centralized in one base."
"We can have all our requests and incidents registered in one system."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"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."
"It can adapt to any process in the organization."
"JIRA Service could benefit from improvements to its voice support."
"The pricing could be better."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"It is difficult to navigate if you don't have any prior knowledge."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I don't see anything lacking."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Service Manager would be improved with access to automation."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"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 product's technical support services need improvement."
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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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