We performed a comparison between OpenText Service Manager and ServiceNow 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.
"It's easy to scale."
"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 solution is simple to set up."
"Technical support is pretty good."
"Service Manager's best features are flexibility and customizability."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It gives us better understanding and control of service management."
"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."
"ServiceNow is great. You can download the data into Excel and you can basically create reports. It's very flexible."
"Within our organization, we're not finding really any major issues with scalability and things of that nature."
"Great that it's knowledge-based and you can use the flows in ServiceNow."
"In terms of the most valuable features, it's nice to have everything in one place. Things are easy to follow up on. ServiceNow provides that workflow. I know at some level it is in the pipeline and then if I need to follow up, everything's there. Those are the key benefits of ServiceNow."
"The solution has a user-friendly interface."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"I really like what they've done with their common service data model because now I can make a connection between the business process and technology."
"The product's technical support services need improvement."
"I don't see anything lacking."
"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."
"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."
"Their end-user interface and technical support features could be improved."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"Service Manager would be improved with access to automation."
"This solution needs to be improved for global use. Currently, it's very oriented to the processes and needs of the US customer base, like their compliance solution or GRC (Governance, Risk, and Compliance), and not so much for customers from other parts of the world. Some users may like the things that ServiceNow is improving, but those are very oriented to users based in the United States and Europe."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
"It's missing monitoring capabilities."
"The discovery of assets could be improved; right now they only allow for one domain."
"The solution’s pricing is expensive and could be improved."
"They could improve license management, particularly when integrating different applications or toolsets."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"It's not very secure, it's web-based, and I prefer Remedy. Both the security and the web interface could be improved."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. OpenText Service Manager is rated 7.2, while ServiceNow is rated 8.4. 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". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". OpenText Service Manager is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian. See our OpenText Service Manager vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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