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 dashboards are nicely laid out."
"The most valuable features are the management tools."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The customer portal allows users to register tickets themselves."
"Great to be able to create customized forms."
"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."
"Its flexibility and ease of customization are its most valuable features."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The initial setup is easy."
"Technical support is pretty good."
"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 helps to register things, to see the changing parts, and to correlate incidents."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"The interface could always be updated and improved."
"There is no notification regarding language upgrades."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The initial setup is very complex."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"The interface could be better."
"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 don't see anything lacking."
"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."
"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."
"The product's technical support services need improvement."
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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