ConnectWise PSA vs OpenText Service Manager [EOL] comparison

ConnectWise and OpenText are both solutions in the Help Desk Software category. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

ConnectWise PSA

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

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Buyer's Guide

Help Desk Software

April 2026

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Helped 893,244 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

ConnectWise PSA

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (15th), Business Management Software (1st), Professional Services Automation (PSA) (1st)

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

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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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

"It's a nice ticketing system."

"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."

"The most valuable features of ConnectWise Manage are that it is on the cloud and functions well."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status."

"ConnectWise has changed the way our entire business works."

"We are able to use our ticket system to track any remediation of a device stored in our configurations."

"We like the way that ConnectWise is completely integrated. So you when you identify an opportunity, you can save it, and ConnectWise pushes it through to the whole invoicing process."

More ConnectWise PSA pros

"It's easy to scale."

"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."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system."

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

"It has an intuitive front end which allows us to roll out good customer end user experiences."

"This is our “go-to” application for all ITIL processes globally."

"Customer Service: Hmm, let's see, that functions pretty well."

"We can have all our requests and incidents registered in one system."

More OpenText Service Manager [EOL] pros

Cons

"The UX for general users can be improved as the UI is quite clunky and complicated."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"The speed could be better, and the reporting could be a lot better."

"ConnectWise Manage can improve third-party integrations and the UI. The UI is good but it could improve in the graphics."

"There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options."

"It was a little complex. For example, figuring out what table in the setup tables contains the areas you would like to change is somewhat difficult."

"Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

"The tracking inventory or the way it tracks the products is not very good."

More ConnectWise PSA cons

"The user interface is very clunky."

"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."

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

"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."

"The interface could be better."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"We struggle with and the simplicity of getting reporting data at a high level, and output is not where it needs to be for us."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The pricing of ConnectWise Manage is reasonable."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"There are some different add-ons and benefits that are optional and come at an additional cost."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"We're paying $940 a month for 14 users."

"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."

"HP Service Manager has moderate pricing."

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

"The license is not cheap."

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

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What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

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Comparisons

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Compared 6% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

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Compared 19% of the time

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Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL]

Compared 7% of the time

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Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Also Known As

ConnectWise Manage

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

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

OpenText

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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