ConnectWise PSA vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

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.

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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.

To learn more, read our detailed Help Desk Software Report (Updated: October 2026).

Buyer's Guide

Help Desk Software

October 2026

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Helped 921,028 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

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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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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

"What I like about Automation Anywhere is the object cloning and the way you can move the mouse and either go to a particular point or go to an element. That's very easy and intuitive in Automation Anywhere... If I need to mimic a human behavior, I will use Automation Anywhere."

"The ability to customize added automation to a lot of situations where human judgment and interpretation are not required."

"Automation Anywhere is unlike any other software; Automation Anywhere provides me with my bread and butter, and I just love the tool."

"It is a great company with a great product and support."

"The development tools are very good. It's very user-friendly and easy to develop and deploy with Automation Anywhere. Ordinary people, within a few weeks, can develop a bot using the tool."

"MetaBots are useful when connecting to websites or to forms with objects that need to be captured."

"Through the software, we have been able to reduce the time that we spend on manual, repetitive tasks so that we can focus on activities that add value to the business or to our partners and customers."

"It lets users add value with their time other than focusing on downloading Excel files, consolidating, and drawing up formulas. Since everything is structured, these easily are incorporated into the bot's work."

More Automation Anywhere pros

"My tool to manage my devices and my tool for ticketing are all in one."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

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

"The initial setup isn't too difficult."

"ConnectWise lets us know when customers are looking at our quotes, so we know to reach out to them later."

"Pretty much our whole company runs through ConnectWise Manage."

"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."

More ConnectWise PSA pros

"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."

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

"It gives us better understanding and control of service management."

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

"Technical support is excellent. They really bend over backwards for us."

"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."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

More OpenText Service Manager [EOL] pros

Cons

"Automation Anywhere is troublesome for some people because of the way it is organized."

"The version that we are using has been difficult for us to code. As changes are very frequent, we have to make sure the code can be updated automatically so we don't have to make a change every time a user makes a change. Then, the user doesn't have to update us and we don't have to push a change to production. We have found a workaround with the help of the Automation Anywhere support people for this."

"Applications like Microsoft Power Automate do have zero-code systems. I've not done much research on Automtin Anywhere in comparison. However, if Automation Anywhere could also have something of that sort, that would be a game changer."

"Cognitive services and PDF file automation should be refined."

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."

"The integration is not always seamless. Sometimes, it takes a while to get everything to communicate and be ready to go into production."

"AA should include more features in the mobile app, such as monitoring and debugging bots."

"We run these bots in multiple environments from staging to development to production. We find usually in the production environment when we run the bots for them to be stable for a week or two. After a week or two, we see some glitches here and there, though the application doesn't change much. This is one feature which I want Automation Anywhere to work on: Increasing stability."

More Automation Anywhere cons

"It would be nice if ConnectWise gave us more flexibility when using customized fields in the interface. You can set up a user-defined field, but those don't port over to tables. It's really inconvenient."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

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

"The technical support of ConnectWise PSA is not very good."

"The custom reporting needs to be improved."

"Better documentation and access to the back end database would be nice."

"It needs to be easier to share tickets between users who need to work together."

"All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous."

More ConnectWise PSA cons

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

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

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"Pure cloud-based native functionality is lacking."

"The stability could be better."

"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."

"We're coming to end-of-life on the product we've got."

"We had quite a lot of issues with stability and the quality of the product so far."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"IQ Bots are very costly. It's not a sustainable bot for us as of now. We will look for better, alternate options for that."

"The pricing model can be a bit more flexible."

"It's a bit expensive compared to other RPA tools on the market."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."

More Automation Anywhere pricing and cost advice

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

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

"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."

"The pricing of ConnectWise Manage is reasonable."

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

"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."

"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."

"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."

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

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Construction Company

15%

Outsourcing Company

10%

Financial Services Firm

10%

Manufacturing Company

Financial Services Firm

14%

Outsourcing Company

12%

Construction Company

12%

Manufacturing Company

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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 p...

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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 ...

See all answers

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 sys...

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Comparisons

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Compared 12% of the time

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Compared 9% of the time

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Compared 6% of the time

Freshservice vs ConnectWise PSA

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Rev.io PSA (formerly Tigerpaw One) vs ConnectWise PSA

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Compared 18% of the time

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Compared 11% of the time

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Compared 11% of the time

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Compared 7% of the time

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Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

ConnectWise PSA

November 2026

Download ConnectWise PSA product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2026

Download OpenText Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

ConnectWise Manage

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

ConnectWise

Demo not available

OpenText

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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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