JIRA Service Management vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

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: October 2026).

Buyer's Guide

IT Service Management (ITSM)

October 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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

"The robust and flexible nature of the product gives it the capability to automate almost all rule-based processes in each and every ERP application that is currently available in the market."

"It increased productivity; it raised the productivity percentage of individuals 20 to 35%, and we also saw cost reduction."

"It has reduced the number of full-time employees."

"What I appreciate most about Automation Anywhere is the ease of use. Everything is easy to set up. I also appreciate the extensibility that it has."

"I'd say there are new useful features that will definitely help us as we do more development in the near future."

"We have found that the automation bots we have developed give great savings in terms of higher productivity and efficiency."

"The UI is very user-friendly, even for someone who doesn't have much coding knowledge."

"Within one minute we can view more than one thousand students and their results."

More Automation Anywhere pros

"Atlassian Customer service is some of the best I have experienced."

"It is worth its weight in gold in being able to link everything together and have everything in one place."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."

"The solution has improved company functioning by providing more transparency, in my opinion."

"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."

"Overall, it's the best option on the market, after looking at other products."

"The flow of the reports is good."

More JIRA Service Management pros

"Technical support is absolutely very good."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system."

"It's pretty well-structured in modules."

"It integrates well with multiple Management Information Bases (MIB's)."

"Its flexibility and ease of customization are its most valuable features."

"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."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

"It can adapt to any process in the organization."

More OpenText Service Manager [EOL] pros

Cons

"While using IQ Bot we found that data extraction accuracy is a bit weaker in semi-structured documents compared with structured documents. We would like to see improvement in the data extraction part of Automation Anywhere IQ Bot."

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."

"We want it to work with more APIs. It needs to integrate with multiple APIs. That would be something that I would like going forward."

"I'd like to see the OCR feature be perfected. Today we get an accuracy ratio from OCR of around 40 percent to 50 percent only."

"A lot more can be done to make the solution easy for developer to use."

"The biggest issue was that the new license required upgraded hardware infrastructure so we were getting all new tech stuff procured which meant that we were getting updated RAMs and things like that. Getting the licenses was easier but building the infrastructure which was required to support the new version was difficult."

"It may sound a little funny or weird, but one thing that we are thinking is we have to go to various websites and pick up relevant data from various websites using the bot."

"If I build a bot today and don't use it, however, in several months, someone tries to use it, there's a 30-40% change the bot will fail in one or two areas."

More Automation Anywhere cons

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."

"Jira has different modules that can develop workflow for demand management and project management, but the solution is no out of the box and would require lots of customization."

"I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibility in API endpoints."

"While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I also received support from JIRA support, making it a positive experience."

"There could be more optimization, and the pricing could be better too."

"Lacks an interface where the customer can report issues."

"Jira Service Management is expensive and not worth the money compared to monday.com."

More JIRA Service Management cons

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

"Service Manager would be improved with access to automation."

"I think it brings uncertainty, and they're well aware of that."

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

"The stability could be better."

"We still find ourselves wrapping customizations around it more than we would like, and we still find the upgrade path more costly and time consuming than we would hope."

"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."

"Life cycle management is a drama."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"Our company is investing a lot of money in Automation Anywhere. They have saved money wherever humans are working. They invest a lot of money in FTEs and other logistics, so the money saving is very pretty good with Automation Anywhere. While I don't know the exact figure, the tool is saving us millions of dollars as well as saving about 40,000 hours in the last year."

"The ROI is really good. We have saved time and money."

"Automation Anywhere might have a higher upfront cost than some competitors, but its extensive features and seamless integration with other tools can save organizations money in the long run."

"The Community Edition is a good offering from the company."

"It is subscription-based. They have different schemes. The price depends on how you negotiate with the local partner or local representative in your country."

"The pricing of AA is similar to UiPath."

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

"I think the solution's pricing is reasonable."

More Automation Anywhere pricing and cost advice

"The cost has recently increased. It might be around $20 to $25 per user license."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"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."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

"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."

"Licensing can become quite expensive."

More JIRA Service Management pricing and cost advice

"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."

"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."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Financial Services Firm

14%

Outsourcing Company

11%

Manufacturing Company

10%

Comms Service Provider

Financial Services Firm

13%

Outsourcing Company

12%

Construction Company

12%

Manufacturing Company

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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...

See all answers

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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Compared 5% of the time

Freshservice vs JIRA Service Management

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Freshdesk vs JIRA Service Management

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ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 6% of the time

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

Compared 5% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

October 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

October 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

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October 2026

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