We performed a comparison between JIRA Service Management and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."The initial setup is easy and straightforward."
"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The initial setup is pretty easy."
"This solution has helped us a great deal in project management tracking and forecasting."
"The most valuable features are the management tools."
"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."
"Easy to use and user-friendly."
"The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements."
"It gives us better understanding and control of service management."
"It can adapt to any process in the organization."
"It's easy to scale."
"Service Manager's best features are flexibility and customizability."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"We can have all our requests and incidents registered in one system."
"Service Manager does what it should, but it's quite outdated."
"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."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
"Currently lacks an asset management module that can affect deployment."
"Lacks an interface where the customer can report issues."
"It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The initial setup is very complex."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"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."
"The product's technical support services need improvement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Service Manager would be improved with access to automation."
"The solution does not interface well with other products and is difficult to implement."
More OpenText Service Manager [EOL] Pricing and Cost Advice →
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews. JIRA Service Management is rated 8.2, while OpenText Service Manager [EOL] 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 [EOL] 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, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
We monitor all IT Service Management (ITSM) 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.
