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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488 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 Helix and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

October 2025

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Helped 872,922 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) (27th)

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

"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."

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

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

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

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."

"Its flexibility and ease of customization are its most valuable features."

"Service Manager does what it should, but it's quite outdated."

"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

"The initial setup is easy."

"It helps to register things, to see the changing parts, and to correlate incidents."

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

"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

"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."

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

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

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

"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."

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

"I don't see anything lacking."

"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."

"Customization can be difficult at times because scripting is often required."

"Service Manager would be improved with access to automation."

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

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

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

"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."

"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."

"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

Legal Firm

13%

Energy/Utilities Company

13%

Computer Software Company

13%

Healthcare Company

10%

Computer Software Company

24%

Manufacturing Company

13%

Performing Arts

12%

Educational Organization

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

Questions from the Community

Ask a question

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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 64% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 24% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 12% of the time

More Cherwell Service Management Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 50% of the time

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

Compared 50% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

October 2025

Download Cherwell Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

October 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)

October 2025

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