We performed a comparison between JIRA Service Management and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"Provides excellent management features."
"The customer portal allows users to register tickets themselves."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"It's easy to set up the solution."
"Easily integrates with other tools."
"It can adapt to any process in the organization."
"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."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"Technical support is pretty good."
"It gives us better understanding and control of service management."
"We can have all our requests and incidents registered in one system."
"It's pretty well-structured in modules."
"It helps to register things, to see the changing parts, and to correlate incidents."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"This solution lacks features for project management."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."
"The initial setup is very complex."
"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."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"The product's technical support services need improvement."
"Customization can be difficult at times because scripting is often required."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager 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 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 is most compared with ServiceNow, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our JIRA Service Management vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software 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.