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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1,038 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, ManageEngine and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Helped 889,955 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 (28th), IT Service Management (ITSM) (26th)

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

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

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

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

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

"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."

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

More Cherwell Service Management pros

"It helped us conform with ITIL service management requirements."

"The interface is good, I like it, it's easy to use, it's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app."

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

"It is a rich content solution and a good and complete solution, along with a lot of functionality."

"The return on investment is unquantifiable; I would have thought we have made our money back now in the way it has streamlined processes."

"The solution is simple to set up."

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

"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

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly."

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

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

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

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

"Agile delivery should be supported."

"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."

More Cherwell Service Management cons

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

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

"It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy."

"My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user."

"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."

"Life cycle management is a drama."

"The first level of support is slow and it takes some time to receive support."

"Technical support is average. It takes too much time to resolve issues in relation to the competency of the technical support engineers."

More OpenText Service Manager [EOL] cons

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."

"The license is not cheap."

"HP Service Manager has moderate pricing."

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

"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."

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Top Industries

By visitors reading reviews

Construction Company

11%

Computer Software Company

11%

Manufacturing Company

10%

Energy/Utilities Company

Financial Services Firm

18%

Construction Company

10%

Marketing Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

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

Comparisons

ServiceNow vs Cherwell Service Management

Compared 23% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 15% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 7% of the time

Freshservice vs Cherwell Service Management

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management

Compared 5% of the time

More Cherwell Service Management Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 12% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 10% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2026

Download Cherwell Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

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)

April 2026

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