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."The solution is simple to set up."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Technical support is pretty good."
"Service Manager does what it should, but it's quite outdated."
"We can have all our requests and incidents registered in one system."
"It gives us better understanding and control of service management."
"Service Manager gives us a single system where everything is centralized in one base."
"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"There are features included in the new release for intelligent software, like the chatbot. For HR services, the HR agent which is in that chatbot has been fantastic."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
"The subsequent chain of tasks, I believe, is valuable."
"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"You can put information in or export it out quickly, which is very useful when you have weekly or monthly reports."
"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."
"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 needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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 is a need to learn scripting because as in the case of all the ITSM tools, scripting is needed for customization. If you're not very comfortable with scripting, then you may feel that you cannot do everything in ServiceNow without learning scripting."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"It's too complicated and there are too many options."
"The solution is lacking in the mobile application area that could be improved."
"I have enjoyed all the features. There is not any feature that I have missed or didn't have."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"The asset management application could be improved. They have a lot of the infrastructure built, but it does not come with already made compatibility with some of the most popular vendors, such as Cisco and Microsoft. You have to fix it yourself."
"There should be fewer clicks and faster integrations between solutions."
OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews while ServiceNow is ranked 1st in Help Desk Software with 211 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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