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)."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 dashboard and the reporting functionality are the solution's most valuable features."
"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."
"Clear processes with transparent responsibilities led to more efficiencies within the teams."
"Technical support is pretty good."
"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 gives us a single system where everything is centralized in one base."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It gives us better understanding and control of service management."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It's easy to scale."
"It can adapt to any process in the organization."
"The stability, specifically in the on-premises deployment model, could be improved."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"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."
"The solution does not interface well with other products and is difficult to implement."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Pure cloud-based native functionality is lacking."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"Service Manager would be improved with access to automation."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
Cherwell Service Management is ranked 13th in IT Service Management (ITSM) with 6 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. Cherwell Service Management is rated 7.2, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of Cherwell Service Management writes "Having everything in one location has significantly improved our efficiency and reporting". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Cherwell Service Management is most compared with ServiceNow and Ivanti Neurons for ITSM, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
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