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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…
MEKKAB Raouf - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The initial setup is pretty easy."
"Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us."
"Great to be able to create customized forms."
"The tool is scalable."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"The automations will really help the company by delegating work the way your company operates."
"Technical support is pretty good."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"It's pretty well-structured in modules."
"It's easy to scale."
"Service Manager does what it should, but it's quite outdated."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Its flexibility and ease of customization are its most valuable features."
 

Cons

"The price is a point of contention for me. It does overall work out as a significant amount of money that will be spent over a shorter period of time."
"Currently lacks an asset management module that can affect deployment."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"I am not familiar if there's an integration with Visual Studio from Jira."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"I don't see anything lacking."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"The interface could be better."
"Their end-user interface and technical support features could be improved."
"The product's technical support services need improvement."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
 

Pricing and Cost Advice

"The cost has recently increased. It might be around $20 to $25 per user license."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."
"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."
"The price of JIRA Service Management could be reduced."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"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."
"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
Computer Software Company
18%
Financial Services Firm
10%
Manufacturing Company
8%
Government
6%
Computer Software Company
20%
Manufacturing Company
19%
Financial Services Firm
12%
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.
862,499 professionals have used our research since 2012.