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."Its integration is most valuable. It is pretty open for integration."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Developing processes is easy and user-friendly."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The automations will really help the company by delegating work the way your company operates."
"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."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Useful for tracking issues with development."
"Service Manager gives us a single system where everything is centralized in one base."
"Technical support is pretty good."
"We can have all our requests and incidents registered in one system."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"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."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It can adapt to any process in the organization."
"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"Integration could be improved."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JSM's ability to handle large volumes of emails isn't great."
"Jira Service Management should be more user-friendly."
"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Service Manager would be improved with access to automation."
"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 solution does not interface well with other products and is difficult to implement."
"Pure cloud-based native functionality is lacking."
"Their end-user interface and technical support features could be improved."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while OpenText Service Manager is ranked 16th 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 "Excellent pricing with great change management and service management capabilities". 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, BMC Helix ITSM, OpenText Service Management Automation X (SMAX) and IBM Maximo. 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.