Cherwell Service Management vs OpenText Service Manager [EOL] comparison

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.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

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406 Comparison Views

80% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

Cherwell Service Management

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cherwell Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2025).

Buyer's Guide

IT Service Management (ITSM)

June 2025

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Helped 861,803 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

Cherwell Service Management

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

Help Desk Software (26th), IT Service Management (ITSM) (28th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

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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Quotes from Members

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

Pros

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

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

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

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

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

"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."

"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 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."

"Service Manager does what it should, but it's quite outdated."

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

"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."

"Service Manager's best features are flexibility and customizability."

More OpenText Service Manager [EOL] pros

Cons

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

"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."

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

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

"The product's technical support services need improvement."

"Pure cloud-based native functionality is lacking."

"The interface could be better."

"Their end-user interface and technical support features could be improved."

"The solution does not interface well with other products and is difficult to implement."

"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."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

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

"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."

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

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

"HP Service Manager has moderate pricing."

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Top Industries

By visitors reading reviews

Educational Organization

23%

Computer Software Company

17%

Manufacturing Company

Energy/Utilities Company

Computer Software Company

20%

Manufacturing Company

20%

Financial Services Firm

12%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

Ask a question

Earn 20 points

What do you like most about Micro Focus Service Manager?

The initial setup is easy.

See all answers

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

See all answers

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

See all answers

Comparisons

ServiceNow vs Cherwell Service Management

Compared 83% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 17% of the time

More Cherwell Service Management Competitors

No data available

Product Reports

Buyer's Guide

IT Service Management (ITSM)

June 2025

Download Cherwell Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2025

Download OpenText Service Manager [EOL] product report

Also Known As

No data available

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

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

OpenText

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

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Buyer's Guide

IT Service Management (ITSM)

June 2025

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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.