OpenText Service Manager [EOL] Reviews

Name: OpenText Service Manager [EOL]
Brand: OpenText
Rating: 3.6 (48 reviews)

Vendor: OpenText

3.6 out of 5

48 reviews
79% willing to recommend

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What is OpenText Service Manager [EOL]?

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

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Buyer's Guide

OpenText Service Manager [EOL]

March 2026

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Featured OpenText Service Manager [EOL] reviews

MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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Tomasz Kadlewicz

Service Management Architect at Kandrel

The initial setup is not difficult. However, adjusting to the business requirements generally depends on the version, of course. If you have the product process designer, maybe it is very much easier, however, in an earlier version, it was rather difficult to develop since you had the object control and it was old-fashioned in terms of style. If you have a process designer, of course, when you start with a process designer, it's much easier. I'd rate the ease of deployment at a four out of five. If you are doing it out of the box, it generally only takes one day to set everything up. It was implemented generally in the high availability solution. Each component is running separately, so we focused on the high availability during the setup. We have a few people that can handle deployment and maintenance tasks. They are admins.

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PeerResearch reports based on OpenText Service Manager [EOL] reviews

Type	Title	Date
Category	IT Service Management (ITSM)	Mar 27, 2026	Download
Product	Reviews, tips, and advice from real users	Mar 27, 2026	Download

Valuable Features

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."
"Service Manager does what it should, but it's quite outdated."
"Micro Focus Service Manager is fine."

Room for Improvement

"Customization can be difficult at times because scripting is often required."
"I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it."
"Micro Focus Service Manager is not very great. It would be better if it had more features."

Pricing

"HP Service Manager has moderate pricing."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"The license is not cheap."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our OpenText Service Manager [EOL] Buyer's Guide for additional reliable information.

Review data by company size

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	29

By reviewers

By visitors reading reviews
Company Size	Count
Small Business	48
Midsize Enterprise	24
Large Enterprise	26

By visitors reading reviews

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11%

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Learn more about OpenText Service Manager [EOL]

OpenText Service Manager [EOL] was previously known as Micro Focus Service Manager, HPE ITSM, HPE Service Manager.

OpenText Service Manager [EOL] customers

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OpenText Service Manager [EOL] Reviews Summary
Author info	Rating	Review Summary
Information Technology Service Manager & Technology Integration DevOps at Djezzy	4.5	I find Micro Focus Service Manager a very valuable, stable, and complete solution. Its setup is simple, support is helpful, and pricing is reasonable. I'm satisfied with its features for IT service management and appreciate its scalability.
DLO Veritas Backup solution Project Manager at Tunisie Telecom	3.5	I've used Micro Focus Service Manager for ten years. It offers a nice interface and easy setup, though customization can be difficult, and its license isn't cheap. While generally stable and scalable, I rate it seven out of ten, preferring ServiceNow for its flexibility.
Service Management Architect at Kandrel	4.0	I primarily use this solution for ticketing, finding it stable, scalable, and customizable with a positive organizational impact. However, integration is challenging, the interface could improve, and customer support is inconsistent. I rate it 8/10.
Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees	2.0	I find Micro Focus Service Manager outdated and at its end of life, with poor architecture and performance. While it handles incidents, I wouldn't recommend it, suggesting ServiceNow as a superior alternative that better represents the future.
Head of Strategic Ecosystems and Accounts for Pedab Group at Pedab	4.5	I find Micro Focus Service Manager a robust and highly capable solution for complex, enterprise-wide service needs, boosting productivity. Despite its potential, it requires increased awareness and simplified setup. Partnering with experienced implementers is key for success.
Principal at a tech services company with 51-200 employees	2.5	I use Micro Focus Service Manager primarily for incident management, finding its reporting valuable. However, I'm frustrated by its poor email-to-ticket conversion, especially with attachments, and its user-unfriendly knowledge management, which limits its overall utility despite stable performance.
Global Service Delivery Manager at a tech services company with 51-200 employees	4.0	We use OpenText Service Manager for infrastructure, profile, and incident management. The product's technical support services need improvement. We considered BMC as an alternative solution but ultimately chose OpenText Service Manager.
IT service Delivery Manager Managed services projects at a computer software company with 1,001-5,000 employees	3.5	I use OpenText Service Manager primarily for logging tickets, receiving end-user calls, and monitoring operations. Its flexibility and customizability, especially in reports and third-party integrations, are valuable. However, it could benefit from better automation capabilities. I previously used Remedy.

Title	Rating	Mindshare	Recommending
ServiceNow	4.3	15.8%	91%	225 interviews Add to research
JIRA Service Management	4.1	7.3%	93%	88 interviews Add to research

OpenText Service Manager [EOL] Reviews

What is OpenText Service Manager [EOL]?

Featured OpenText Service Manager [EOL] reviews

PeerResearch reports based on OpenText Service Manager [EOL] reviews

Valuable Features

Room for Improvement

Pricing

Review data by company size

Top industries

Compare OpenText Service Manager [EOL] with alternative products

Learn more about OpenText Service Manager [EOL]

OpenText Service Manager [EOL] customers

Related questions

Product Categories

Popular Comparisons