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).
"The solution is simple to set up."
"It gives us better understanding and control of service management."
"Service Manager gives us a single system where everything is centralized in one base."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager's best features are flexibility and customizability."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"It can adapt to any process in the organization."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"It uses a common base of data and allows different types of records to pull from that same base of data."
"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."
"It offers enhanced and efficient communication between the requester and the four pillar EDR through an online chat platform."
"The pricing of the product is quite good. It's not too expensive."
"It's actually easy to understand."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The most valuable feature is the flexibility of development for customization."
"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."
"The interface could be better."
"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."
"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."
"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."
"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."
"Pure cloud-based native functionality is lacking."
"The product's technical support services need improvement."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
"Creating service catalog forms could be made easier."
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"System deployment and automation capabilities could be within the platform, similar to competitors."
"The utilization of AI in ServiceNow needs enhancement."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"ServiceNow doesn't cater to the Middle Eastern market."
"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."
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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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