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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

"We have found the issue type feature particularly valuable, as it provides an out-of-the-box solution that aligns with our needs."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"Easily integrates with other tools."
"It makes the IT department more transparent and helps the employees."
"The customer portal allows users to register tickets themselves."
"One of the best features is that I can share tickets with team members, at which point any team member is able to pick one up and work on it."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"Service Manager's best features are flexibility and customizability."
"The initial setup is easy."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The solution is simple to set up."
"It helps to register things, to see the changing parts, and to correlate incidents."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
 

Cons

"It should be easier to log in."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"The support we received was not fully provided at that time."
"The deployment can be a bit complex, especially for those who are not technical."
"The interface could always be updated and improved."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."
"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."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"I don't see anything lacking."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"The interface could be better."
"Customization can be difficult at times because scripting is often required."
"The solution does not interface well with other products and is difficult to implement."
 

Pricing and Cost Advice

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"I price of JIRA Service Management is reasonable."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"The pricing is free for us because we are an associate partner for the product."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"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."
"HP Service Manager has moderate pricing."
"The license is not cheap."
"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
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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