We performed a comparison between JIRA Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The initial setup is pretty easy."
"The simplicity is good for our clients. The price is good."
"Useful for tracking issues with development."
"JSM's best feature is the integration with other Jira products."
"The product is not lacking anything that a QA will want to use."
"Reporting and easy export to Excel spreadsheets."
"The visibility features are great."
"The customer portal allows users to register tickets themselves."
"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."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"It helps to register things, to see the changing parts, and to correlate incidents."
"We can have all our requests and incidents registered in one system."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager does what it should, but it's quite outdated."
"It gives us better understanding and control of service management."
"JIRA Service Management could include more AI features."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"Integration could be improved."
"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."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"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."
"In-built chat is missing in JIRA Service Management."
"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."
"Service Manager would be improved with access to automation."
"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."
"The product's technical support services need improvement."
"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."
"Pure cloud-based native functionality is lacking."
"Their end-user interface and technical support features could be improved."
"Customization can be difficult at times because scripting is often required."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager [EOL] 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 [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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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