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JIRA Service Management vs OpenText Service Manager [EOL] comparison

 

Comparison Buyer's Guide

Executive Summary

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

JIRA Service Management
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
Help Desk Software (2nd), IT Service Management (ITSM) (2nd)
OpenText Service Manager [EOL]
Average Rating
7.2
Reviews Sentiment
7.0
Number of Reviews
48
Ranking in other categories
No ranking in other categories
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
Farah Ben Ahmed - PeerSpot reviewer
Is easy to set up, but customization needs improvement
Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"Great to be able to create customized forms."
"It is 100% stable."
"Everyone knows how to use it, so there's no need to teach new members."
"We get software developed faster."
"What I really like about this solution, is how it manages the queues, the tickets and the routing."
"The tool's stability is very good."
"This solution has helped us a great deal in project management tracking and forecasting."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"Service Manager's best features are flexibility and customizability."
"Service Manager gives us a single system where everything is centralized in one base."
"It's pretty well-structured in modules."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Technical support is pretty good."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Sometimes, customization is simple. The version we are using now has a nice interface."
 

Cons

"They need to work on the speed of Jira."
"There is room for improvement in support."
"The licensing model could be improved."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"Customization can be difficult at times because scripting is often required."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Their end-user interface and technical support features could be improved."
"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."
 

Pricing and Cost Advice

"The price of the solution is becoming expensive and it should be reduced."
"The pricing is free for us because we are an associate partner for the product."
"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."
"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."
"We have paid $20,000 recently for a one-year license for our on-prem server."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"The license is not cheap."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
Computer Software Company
20%
Manufacturing Company
20%
Financial Services Firm
13%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

 

Also Known As

JIRA Service Desk
Micro Focus Service Manager, HPE ITSM, HPE Service Manager
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2025.
861,170 professionals have used our research since 2012.