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)."It helps to register things, to see the changing parts, and to correlate incidents."
"It gives us better understanding and control of service management."
"Its flexibility and ease of customization are its most valuable features."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Service Manager gives us a single system where everything is centralized in one base."
"It's easy to scale."
"It's great to do statuses or to review tasks."
"I like that it's always up and running."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"I have found that sorting and grouping functions are particularly useful."
"It offers ready-built automation and simpler configuration for workflows."
"ServiceNow is an industry leader in multiple areas and provides an excellent ROI."
"Data in reports and dashboards are easily accessible."
"The interface could be better."
"The product's technical support services need improvement."
"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 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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
"Their end-user interface and technical support features could be improved."
"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 should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"It should include information on navigating various user interfaces for creating diverse requests directed to different teams."
"ServiceNow's mobile app should be seamless and it is not right now."
"The setup was time-consuming and required a lot of internal resources."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"One thing I don't care for is the reporting and the way it functions."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
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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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