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: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 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 automation of data entry is the most valuable feature for us."

"It has allowed us to generate additional revenue without having to hire additional people."

"Its ease of deployment is the most valuable feature. We have found with many customers that it's quite easy to deploy."

"The most valuable part is that it have the integrated OCR solution within it. All the other solutions do not have the right integration of the OCR solutions. You need to go to two different places to get one solution. Whereas, in IQ Bot, there is one area where you get all these solutions together in one area. That is the most important and beautiful point that I like about IQ Bot."

"We have started to see the ROI, as activities in which resources in my team would have taken four to five hours are now done in 30 minutes."

"The return on investment we see from Automation Anywhere is significant; particularly, the FTE savings represent a big return."

"We have hundreds of cases a day. There were around two to three employees who were just moving a case from one state to another. This was a repetitive, tedious job, which was frustrating for the employees. It helps to have the bot doing this work now. We have immediately seen effects, so this is a good use for it."

"We did not encounter any stability issues with Automation Anywhere during the time I worked with the solution."

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."

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

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

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

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

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

"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

"It integrates well with multiple Management Information Bases (MIB's)."

"Stability, lower operation costs, and straight process implementation."

"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."

"We improved our service levels and have been able to maintain them for the last four and a half years."

"Technical support is pretty good."

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

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"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."

More OpenText Service Manager [EOL] pros

Cons

"From a QA and development perspective, we would like to communicate with the tech support through email and have that put in the dashboard. This would let us better track the ticket and make it easier for us to communicate with Automation Anywhere."

"As a business user, I would like to have a feature wherein the bot is run on demand, whenever an email with a specific keyword or whenever a specific pers sends an email to the bot's email address."

"There have been many instances, particularly in my previous organization where we did a lot of development in Automation Anywhere, catering to clients like CPA firms in America, where we raised tickets for solutions but did not always find a satisfactory resolution, despite connecting over a call."

"I need high value products to be created, so I need integration with other solutions. Machine learning and AI need to be integrated with Automation Anywhere. While IQ Bot is a good beginning, our company does not work with manual paperwork since we are already digital. We would like to see more integration with cognitive tools going forward."

"What I am suggesting, when using A2019, if there are any additional features to exclude those antivirus scans until after my task is completed, then the antivirus can start scheduling. Then, I can easily tell the client that the priority are running and the Automation Anywhere scans can wait until after the release."

"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."

"There is an issue with security where users can see the values in the credential vault."

"Room for improvement is more on the IQ Bot side: How quickly we can adopt and deploy it?"

More Automation Anywhere cons

"The support from the actual manufacturer is poor."

"The solution could be more user-friendly."

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

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

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

"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."

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

"Agile delivery should be supported."

More Cherwell Service Management [EOL] cons

"We had quite a lot of issues with stability and the quality of the product so far."

"Stability was a major issue in older versions of the product."

"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."

"Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences."

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

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

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

"The user interface was not really good, but they improved it a little bit."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The price is a little bit high but the support is good."

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"It saves me around $100,000 a year."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

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

"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

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."

"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."

"HP Service Manager has moderate pricing."

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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

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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

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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

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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

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Buyer's Guide

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September 2026

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