OpenText Service Manager vs ServiceNow vs vRealize Business for Cloud comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between OpenText Service Manager, ServiceNow, and vRealize Business for Cloud based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2024).
765,386 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"We can have all our requests and incidents registered in one system.""Its flexibility and ease of customization are its most valuable features.""It helps to register things, to see the changing parts, and to correlate incidents.""It gives us better understanding and control of service management.""Technical support is pretty good.""It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature.""Service Manager does what it should, but it's quite outdated.""The solution is simple to set up."

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"It has an excellent capability to integrate different access points.""One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features.""It enables us to meet SLAs, track issues across the environment, and report those issues.""The solution's initial setup process is easy.""It is easily configurable and has a good developer society online, available for any issues from the backend.""ServiceNow offers a range of ITSM, IT incident management, and PRCPs.""Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device.""HR Case Management and Customer Service Management are two of the key areas which clients are using."

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"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions.""This solution has made us aware that we are over-provisioning our virtual machines.""The flexibility is the product's most valuable feature.""The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services.""I like the integration with other applications or vendors.""The product provides excellent daily reports.""The most valuable feature is the metering capability.""The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."

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Cons
"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.""Service Manager is at the end of its life. The architecture, performance, and look are all way behind.""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.""The solution does not interface well with other products and is difficult to implement.""It needs good integration with the configuration database, that's lacking at the moment, It's not that good.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort.""I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious.""Compared to other products that I have been using, it is not as user-friendly.""They need to be providing vendors and implementation partners with materials and guidance on implementation.""HR Service Management is one module that needs a lot of improvement because it's a pretty new module. It was introduced in the last two years. It's becoming more mature day by day, but there is a lot of scope for improvement in that module.""Integration capabilities can improve.""The capital expenditure neeed to get the tool up and running is extensive.""The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."

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"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program.""I would like it if they could provide their customers with more qualified support.""The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases.""It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market.""If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service.""The solution's private cloud is much too expensive.""There are some kinks to resolve with the Web GUI user interface, as it freezes at times.""Better integration with other VMware toolsets would be beneficial."

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Pricing and Cost Advice
  • "I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
  • "Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
  • "The license is not cheap."
  • "I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
  • "HP Service Manager has moderate pricing."
  • More OpenText Service Manager Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

  • "It's expensive, which is one of the problems with this solution."
  • "The pricing model is complicated."
  • "The product is a cost-effective solution."
  • More vRealize Business for Cloud Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because… more »
    Top Answer:The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the… more »
    Top Answer:The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring… more »
    Top Answer:The product needs some investment in configuration. I would like to see better and more optimized configuration in the… more »
    Ranking
    Views
    1,412
    Comparisons
    947
    Reviews
    7
    Average Words per Review
    353
    Rating
    7.3
    Views
    17,724
    Comparisons
    10,829
    Reviews
    23
    Average Words per Review
    458
    Rating
    8.4
    13th
    Views
    201
    Comparisons
    155
    Reviews
    1
    Average Words per Review
    238
    Rating
    8.0
    Comparisons
    Also Known As
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    VMware IT Business Management Suite, VMware ITBM, IT Business Management Suite, Digital Fuel
    Learn More
    Overview

    Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

    ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

    ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

    ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

    “The Smarter Way to Workflow”

    ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

    ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

    ServiceNow offers service management software for industries including:

    Cloud services
    Education
    Financial services
    Government
    Healthcare
    Manufacturing
    Telecommunications

    Reviews from Real Users

    PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.

    VMware IT Business Management Suite offers in three editions: Standard, Advanced, and Enterprise. VMware IT Business Management Suite provides transparency and control over the cost and quality of IT services. By providing a business context to the services IT offers, IT Business Management helps IT organizations shift from a technology orientation to a service broker orientation, delivering a portfolio of IT services that align with the needs of line of business stakeholders. With benchmarks providing objective evidence, IT Business Management also provides the fact-based approach needed to minimize the cost of IT while maximizing the value IT delivers to its customers. Greater transparency and alignment, and the continuous improvement of IT services they enable, support IT as it seeks to develop competitive advantage through major IT transformation initiatives such as cloud, mobility and data center modernization.
    Sample Customers
    resultspositive, Globicon
    AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
    Rent-A-Center, SAIC - (Science Applications International Corporation), Tribune Media, iGATE, EMC, Deutsche Telekom, GEFCO, Banca Ifis
    Top Industries
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Computer Software Company7%
    VISITORS READING REVIEWS
    Computer Software Company18%
    Financial Services Firm14%
    Manufacturing Company12%
    Government7%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company10%
    Insurance Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    VISITORS READING REVIEWS
    Real Estate/Law Firm13%
    Computer Software Company13%
    Financial Services Firm12%
    Manufacturing Company9%
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business17%
    Midsize Enterprise18%
    Large Enterprise65%
    REVIEWERS
    Small Business21%
    Midsize Enterprise15%
    Large Enterprise64%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise29%
    Large Enterprise56%
    REVIEWERS
    Small Business60%
    Midsize Enterprise10%
    Large Enterprise30%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise20%
    Large Enterprise66%
    Buyer's Guide
    IT Service Management (ITSM)
    March 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: March 2024.
    765,386 professionals have used our research since 2012.