JIRA Service Management vs OpenText Service Manager [EOL] comparison

Atlassian and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

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Executive SummaryUpdated on Apr 5, 2026

OpenText Service Manager [EOL] and JIRA Service Management are competing products in the IT service management field. Analysis suggests that JIRA Service Management has the upper hand due to its robust feature set and perceived value to cost ratio.

Features: OpenText Service Manager [EOL] offers comprehensive ITIL-aligned processes, customizable modules, and robust incident management. JIRA Service Management provides an agile collaborative workspace, integration capabilities, and real-time reporting tools, reflecting a modern approach adaptable to various workflows.

Room for Improvement: OpenText Service Manager [EOL] could benefit from reducing its implementation complexity, enhancing cloud capabilities, and updating its user interface. JIRA Service Management could improve by simplifying advanced customization, enhancing offline capabilities, and expanding integrations beyond the Atlassian ecosystem.

Ease of Deployment and Customer Service: OpenText Service Manager [EOL] may encounter lengthy deployment times due to complexity and need for extensive customization. JIRA Service Management offers a streamlined deployment with readily available support and extensive documentation, with an advantage in ease of onboarding due to its cloud-native approach.

Pricing and ROI: OpenText Service Manager [EOL] may involve higher upfront costs and a longer timeline to realize ROI due to extensive customization needs. JIRA Service Management provides competitive pricing with quicker ROI, emphasizing flexibility and cost-effectiveness, making it a preferred choice for organizations seeking value and agility.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 2026

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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

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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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

"Learning Automation Anywhere prepares our students for a better future because the future belongs to RPA Automation."

"It is a great solution."

"With Automation Anywhere, it will automate everything; it's smooth, effective, and very quick, making it easy to maintain websites and everything in the backend team while filtering out errors so everything is automated."

"We have saved customers 400% in terms of time saved by implementing this product."

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

"On a scale of one to ten, I rate Automation Anywhere a ten."

"Our first automation removed manual work from employees, so they are now able to more quickly product quality work."

"The benefit of using Automation Anywhere is the efficiency of operations and speed."

More Automation Anywhere pros

"The product is not lacking anything that a QA will want to use."

"For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales."

"It is 100% stable."

"I like that it's easy to set up Sprint and put tasks and stories into Sprint; it is really easy to lay out the work that needs to be done."

"With JIRA Service Management, tracking requests is better, because users contact us through tickets, and we are also able to ask for feedback from the users more easily, for example, if our service was good, or if they have any issues with the solution."

"The customer portal with connection with our knowledge base has been most valuable."

"It's easy to set up the solution."

"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."

More JIRA Service Management pros

"It's the point of control for managing issues and offers control in the implementation of the changes."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"I think it's fair to say it is a workhorse; it's extremely reliable, relatively cost effective, scalable, and has good existing integration points."

"While the tool works, what makes it work better is I can make it do whatever they need; it's a completely customizable solution to fit with the specific needs of our organization and it does it really easily and really dependably."

"The return on investment is unquantifiable; I would have thought we have made our money back now in the way it has streamlined processes."

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"We think it’s worth switching over to HPE."

"This is our “go-to” application for all ITIL processes globally."

More OpenText Service Manager [EOL] pros

Cons

"AA sometimes poses compatibility problems with new web browser versions like Chrome."

"The time taken to execute a Bot through A2019 can be reduced."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019. I'm looking forward to what will be there in A2019 because that's the area that we need to go forward. We are looking for Automation Anywhere to put up their efforts to make it easier by incorporating artificial intelligence and machine learning. Along with RPA, this would make our automation journey very easy. We can bring more processes into automation, that's where I am looking for automation to focus on."

"Automation Anywhere can also be improved in machine learning and artificial intelligence. It would make our lives easier."

"Support is not very satisfactory."

"My experience with pricing, setup cost, and licensing has been mixed."

"When it comes to reading email, this solution is unstable and improvements need to be made."

"With Oracle, Blue Prism was easier and a little bit more stable than Automation Anywhere. Even with ServiceNow, the automation was very unreliable. It did not work as expected."

More Automation Anywhere cons

"Field addition and removal features are not very intuitive in JIRA Service Management."

"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."

"The interface could be made easier to use. While it is not the worst, there is still room for improvement."

"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."

"For us, one of the weaknesses of Service Desk is that we can not check every issue in the queue raised for one product."

"Some of the areas that could be improved are with the customizations."

"The reporting function of this solution, particularly the filters in the portal, could be improved."

"The licensing model could be improved. There needs to be a different licensing model for large numbers of employees, as it remains one of the main barriers to using JIRA Service Management across our entire company."

More JIRA Service Management cons

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it."

"My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user."

"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."

"The interface could be better."

"Load balancers were not delivered in Phase 1 (time/cost constraints), and that caused negative user experiences."

"I've heard that it's been fairly complex, but I haven't done it myself."

"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

"The cost of this solution is a little bit high, but it is worth the price."

"It costs up to $1,200 per license."

"Its usage is expensive for us because my user base is mostly in Manila and KL. The unit cost of labor is cheaper there than in the U.S. or Australia, which puts a bit more stress on how to get a positive ROI while continuing to use it."

"It's very good in terms of cost and pricing."

"Pricing is affordable and I would recommend beginning with the Starter Package."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"We have seen ROI on one of the process, but not on the other processes yet."

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."

More Automation Anywhere pricing and cost advice

"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."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"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."

"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"The pricing is free for us because we are an associate partner for the product."

More JIRA Service Management pricing and cost advice

"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."

"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."

"The license is not cheap."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

14%

Manufacturing Company

Outsourcing Company

Educational Organization

Construction Company

16%

Financial Services Firm

13%

Outsourcing Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	82
Large Enterprise	558

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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 favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

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ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 9% of the time

OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]

Compared 9% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 8% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

August 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

July 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)

JIRA Service Desk, Atlassian Jira Service Management

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Atlassian

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

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

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Buyer's Guide

IT Service Management (ITSM)

July 2026

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