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."Allows customized processes for our service contracts."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"Great to be able to create customized forms."
"The initial setup is pretty easy."
"One of the main advantages of JIRA is that it can be customized for our solutions. I live in Iran and we translated some parts of it into Persian and customized it with extra features. We hid other features to customize it right to the point. We provide this solution for our customers."
"The customer portal allows users to register tickets themselves."
"It's easy to set up the solution."
"The automations will really help the company by delegating work the way your company operates."
"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."
"The initial setup is easy."
"Its flexibility and ease of customization are its most valuable features."
"The solution is simple to set up."
"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."
"Service Manager does what it should, but it's quite outdated."
"It helps to register things, to see the changing parts, and to correlate incidents."
"The pricing could be better."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Lacks an interface where the customer can report issues."
"Currently lacks an asset management module that can affect deployment."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"The solution should be more formalized. It could be more user-friendly."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Customization can be difficult at times because scripting is often required."
"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."
"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."
"The interface could be better."
"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."
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.
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