Cherwell Service Management [EOL] vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

Ivanti and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Aug 11, 2026

OpenText Service Manager [EOL] and Cherwell Service Management [EOL] are service management solutions that offer varying strengths in features and functionality. Cherwell is perceived to have the upper hand due to its extensive features and customizability, which enhances its perceived value despite the higher initial cost.

Features: OpenText Service Manager is known for integration capabilities that allow seamless connectivity with existing systems, automation features that improve efficiency, and module customization that tailors the solution to specific needs. Cherwell Service Management excels in customizable workflows, flexible dashboards for enhanced data visualization, and comprehensive problem and change management functionalities.

Room for Improvement: OpenText Service Manager could benefit from enhancements in cloud integration capabilities, user interface simplification, and faster non-GUI operations. Cherwell Service Management may improve by offering more competitive pricing, optimizing for smaller teams, and streamlining update deployment processes.

Ease of Deployment and Customer Service: OpenText Service Manager offers a straightforward deployment process with notable customer support, making it easily adaptable at diverse locations. Cherwell Service Management also ensures smooth deployment, with its responsive support services significantly enhancing user satisfaction and system reliability.

Pricing and ROI: OpenText Service Manager is considered cost-effective, offering satisfactory ROI for businesses focusing on budget-friendly solutions. Cherwell Service Management, while more expensive, justifies its pricing with enhanced functionalities and a higher ROI potential, making it a valuable investment for organizations seeking extensive service management features.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download the complete report

Helped 917,403 peers since 2012

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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

Read full review

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.

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

"The training and resources for this tool are very good, they are so simple that anyone can easily learn it, and one of the tool values is its ease of use."

"This is the right platform and choice, as every business needs to be at this pace and cannot ignore automation if you really want your company to get to the next level and be at par with competitors."

"Automation Anywhere is frequently releasing new features to their product. I find this amazing as they provide frequent product updates, introducing new features to the frameworks and similar aspects."

"Now, we can have the bot check all of them."

"We have improved on IQ Bot collectively with the normal Taskbot that we use. How it got started was that we have a lot of scanned documents to input for our solution. So, I used to get a lot of scanned documents, and extracting or reading the data from those has always been a pain area. We always used to bring a manual person in to do it. Once a manual person did that activity, it was brought into Excel where I could run the bot. With the entry of IQ Bot, it now takes care of my scanned documents, which means IQ Bot does the OCR extraction and gives my data to the Automation Anywhere Taskbot. This means no manual intervention and end-to-end bot processing, along with a happy customer at the end of the day. We provide these services to multiple clients, so we have been doing this for all of our clients."

"By using its AI & ML capabilities, we have solved many problems for our clients."

"Before switching to the cloud version of Automation Anywhere, I worked with v10 and v10, so I appreciate the core functionality and the fact that it's a low-code solution. That is one of the key elements that differentiates Automation Anywhere from other platforms and one of the reasons we have been able to achieve success."

"The integration of Automation Anywhere into our clients' workflows, APIs, business applications, and documents was seamless, but it was a bit of a struggle until we realized that it has a built-in integration platform."

More Automation Anywhere pros

"We use the solution every day and quite extensively."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"All our activities are carried out in the one place."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

More Cherwell Service Management [EOL] pros

"Technical support is absolutely very good."

"It's flexible in terms of configuration and making changes."

"Before we had Service Manager, we had a number of products from other vendors; when we implemented Service Manager, it gave us a standardized, centralized tool which we were able to leverage globally."

"It's a complete service management suite; a complete management product used by the company worldwide for us."

"We think it’s worth switching over to HPE."

"Technical support is excellent. They really bend over backwards for us."

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need."

More OpenText Service Manager [EOL] pros

Cons

"We could use more accuracy with IQ Bot."

"We face issues with Excel file creation. I’m trying to create a file in Excel .xls, it is getting corrupted."

"We have had some difficulty with ease of use. In addition, we have had some difficulties getting it to interact in predictable ways with our in-house software."

"The feature, which might be interesting for companies that don't already have an identity management system, was a bit tricky because I would have preferred the system to directly rely on our corporate identity and access management system to manage the bot's credentials."

"There is room for improvement in the stability of this product."

"It could be improved in terms of the global analysis of all the issues caused by the dependency components. For example, if bots are running on virtual machines on Microsoft Windows 2019, sometimes an issue might come from the virtual machine. Automation Anywhere should work closely with Microsoft or any other editor with which there are some issues occurring and stopping the bots from running properly."

"It takes a lot of time to deploy, and sometimes it fails after a timeout."

"When it comes to reading email, this solution is unstable and improvements need to be made."

More Automation Anywhere cons

"Agile delivery should be supported."

"The solution could be more user-friendly."

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The support from the actual manufacturer is poor."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

More Cherwell Service Management [EOL] cons

"Test manager and knowledge management areas are probably amongst the worst parts of this solution."

"Life cycle management is a drama."

"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."

"The interface could be better."

"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."

"I've heard that it's been fairly complex, but I haven't done it myself."

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

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

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The major reason that we selected Automation Anywhere was the licensing model."

"Automation Anywhere's price is considerably better than UiPath's."

"The product’s pricing is reasonable."

"The solution is costly and the licensing is very confusing."

"The licensing fees are approximately $10,000 USD for between five and ten users."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Their licensing processes are in par with most industry standards."

"The solution is quite expensive. Not every organization can consider this option."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

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

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

"HP Service Manager has moderate pricing."

"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."

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

917,403 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

10%

Financial Services Firm

14%

Construction Company

12%

Outsourcing Company

12%

Manufacturing Company

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	561

No data available

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

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

Ask a question

Earn 20 points

Ask a question

Earn 20 points

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management [EOL]

Compared 11% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 11% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 5% of the time

TOPdesk vs Cherwell Service Management [EOL]

Compared 4% of the time

More Cherwell Service Management [EOL] Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 12% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2026

Download OpenText Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

OpenText

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

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

OpenText

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

resultspositive, Globicon

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Free Report

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in IT Service Management (ITSM). Updated: September 2026.

DOWNLOAD NOW

917,403 professionals have used our research since 2012.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.