We performed a comparison between OpenText Service Manager [EOL] and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"It's easy to scale."
"Technical support is pretty good."
"Service Manager gives us a single system where everything is centralized in one base."
"Service Manager does what it should, but it's quite outdated."
"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."
"Its flexibility and ease of customization are its most valuable features."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."
"It allows us to filter the data, create graphs, and get detailed reports."
"It provides internal clients with greater transparency about their projects and deliverables."
"ServiceNow is easy to use."
"The Workflow feature is the most valuable."
"ServiceNow was the first true enterprise to service management platform."
"ServiceNow is very easy to set up."
"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."
"Pure cloud-based native functionality is lacking."
"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."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"The solution is lacking in the mobile application area that could be improved."
"There is room for improvement in price."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."
"All the screens are similar. It's the same platform for everything and you need to familiarize yourself with it. In the past, you used to have one screen per application. Now, you have everything integrated into one. Everybody will manage the same screen and they need to navigate into the same screen as the Internet Explorer with a toolbar with the categories and look for the things you want to see or the models you want to use."
"The pricing of the solution could be better. It's a bit high."
"It's missing monitoring capabilities."
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OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. OpenText Service Manager [EOL] is rated 7.2, while ServiceNow is rated 8.4. 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". 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 [EOL] is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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