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

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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: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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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

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.

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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.

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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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Quotes from Members

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

Pros

"The benefit of using Automation Anywhere is the efficiency of operations and speed."

"Automation Anywhere is fully configurable."

"We are able to create robotic tasks in a short time."

"Automation Anywhere is a tool that I love! I am quite happy using this tool and there are no features or commands that I have found to be missing that should be added."

"The technical support is good. If it is required that they provide their resources, they will send their resources to your organization to support you in terms of development and technical support."

"The efficiency we get with Automation Anywhere is valuable."

"Automate Anywhere can just mimic what a human does."

"We have had a very good experience with Automation Anywhere and we are very happy with the solutions."

More Automation Anywhere pros

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

"The dashboard and the reporting functionality are the solution's most valuable features."

"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."

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

"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."

"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."

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

More Cherwell Service Management [EOL] pros

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

"The solution is simple to set up."

"HP products generally have always been stable, and this is no different."

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

"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."

"We can have all our requests and incidents registered in one system."

"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's the point of control for managing issues and offers control in the implementation of the changes."

More OpenText Service Manager [EOL] pros

Cons

"If I want to do something that is more purely business-related and is somewhat complex to write or is nuanced, I sometimes have trouble implementing that inside of the Automation Anywhere script. I feel limited at times with some of the looping and some of the branching and some of the ways to make procedure calls when I have a complex business issue."

"My biggest suggestion would be to allow us to set up test and development licenses or environments that don't use unattended licenses needed for production."

"There is limited scope for complex decision-making. For instance, a bot can extract invoice details, but it cannot determine if an invoice is fraudulent without AI integration."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"It would be great if video analytics could be brought in as a third-party product integration or on the Automation Anywhere platform. I would like the video analytics to be integrated within the next two years. Right now, most people are using third-party tools. Video can be translated into an image and information can be picked up from that, then translated into meaningful insights to make decisions."

"I really appreciate the user interface of Automation Anywhere, but I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."

"In the age of AARI and Automation Anywhere 2019 IQ Bot, the biggest challenges for me and my company are understanding the product and implementing it at the right place."

"So far, the stability is not good. We are trying to improve this because we are facing a lot of instability issues."

More Automation Anywhere cons

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

"Agile delivery should be supported."

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

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

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

"The support from the actual manufacturer is poor."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

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

More Cherwell Service Management [EOL] cons

"It's not so easy to move to the next version. It's not quick to upgrade."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

"We still find ourselves wrapping customizations around it more than we would like, and we still find the upgrade path more costly and time consuming than we would hope."

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

"The interface could be better."

"In the release that we currently have, the biggest challenge was reporting."

"Pure cloud-based native functionality is lacking."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"AA comes at a more affordable price than the other tools."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

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

"Including the AWS setup and everything per license, it costs us around $10,000 on an annual basis. I believe that is pretty reasonable considering the teams that we have."

"There is an annual subscription for Automation Anywhere."

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."

"It looks like it will be right around $115,000, not counting IQ Bot, which we won't renew until later."

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."

"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."

"The license is not cheap."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

11%

Outsourcing Company

11%

Comms Service Provider

10%

Healthcare Company

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management [EOL]

Compared 14% of the time

BMC Helix ITSM vs Cherwell Service Management [EOL]

Compared 12% of the time

Freshservice vs Cherwell Service Management [EOL]

Compared 8% of the time

Ivanti ITSM vs Cherwell Service Management [EOL]

Compared 6% 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

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

JIRA Service Management 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 7% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

August 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

OpenText Service Manager [EOL]

August 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

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Buyer's Guide

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August 2026

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