We performed a comparison between JIRA Service Management and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"The platform is easy to use."
"The initial setup is pretty easy."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"Great to be able to create customized forms."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."
"It's pretty well-structured in modules."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"It gives us better understanding and control of service management."
"The initial setup is easy."
"Service Manager's best features are flexibility and customizability."
"Service Manager gives us a single system where everything is centralized in one base."
"Its flexibility and ease of customization are its most valuable features."
"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."
"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."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"I don't think the program is very scalable."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"The solution should be more formalized. It could be more user-friendly."
"Generally requires the purchase of additional plugins."
"I think the performance can be better."
"The interface could be better."
"Pure cloud-based native functionality is lacking."
"The solution does not interface well with other products and is difficult to implement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Service Manager would be improved with access to automation."
"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."
JIRA Service Management is ranked 2nd in Help Desk Software with 73 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager is rated 7.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud, whereas OpenText Service Manager is most compared with ServiceNow, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our JIRA Service Management vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
