OpenText Service Manager [EOL] vs SCSM comparison

OpenText and Microsoft are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

SCSM

Read 27 SCSM reviews

1,268 Views
938 Comparison Views

64% willing to recommend

OpenText Service Manager [EOL]

SCSM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and SCSM based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: December 2025).

Buyer's Guide

IT Service Management (ITSM)

December 2025

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

SCSM

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Help Desk Software (10th), IT Service Management (ITSM) (10th)

Featured Reviews

MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Its flexibility and ease of customization are its most valuable features."

"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."

"Service Manager's best features are flexibility and customizability."

"It can adapt to any process in the organization."

"It gives us better understanding and control of service management."

"Technical support is pretty good."

"It's pretty well-structured in modules."

"Service Manager does what it should, but it's quite outdated."

More OpenText Service Manager [EOL] pros

"The reporting is very good."

"It is quite scalable."

"This product has helped our organization by allowing people to connect with each other."

"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."

"The solution is quite easy to integrate with other Microsoft products."

"It is one of the most stable solutions in the market."

"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"If it is correctly configured, you can access and give service quickly to all the end users."

More SCSM pros

Cons

"The solution does not interface well with other products and is difficult to implement."

"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."

"Service Manager would be improved with access to automation."

"Customization can be difficult at times because scripting is often required."

"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."

"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."

"Their end-user interface and technical support features could be improved."

More OpenText Service Manager [EOL] cons

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."

"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"We would like to see a web-based interface that works on mobile devices."

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"Once we had an issue with a desktop download that would not open."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

More SCSM cons

Pricing and Cost Advice

"The license is not cheap."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"HP Service Manager has moderate pricing."

"The price should be lower."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"The pricing is reasonable."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"I would rate the pricing as two out of five."

"The platform is competitively priced."

"It is a lower price vs. other things on the market."

"Licensing can be complex and confusing."

More SCSM pricing and cost advice

See which vendors are best for you

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Manufacturing Company

11%

Performing Arts

11%

Wholesaler/Distributor

Government

19%

Manufacturing Company

University

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

Questions from the Community

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What do you like most about SCSM?

The solution offers good productivity at a low price point.

See all answers

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

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What needs improvement with SCSM?

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Comparisons

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 22% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 21% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 21% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 18% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SCSM

Compared 27% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 17% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 9% of the time

BMC Helix ITSM vs SCSM

Compared 8% of the time

Infraon Desk vs SCSM

Compared 6% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

December 2025

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

December 2025

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Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

System Center Service Manager

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

Sample Customers

resultspositive, Globicon

Fibabanka, UMC Health System

Buyer's Guide

IT Service Management (ITSM)

December 2025

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