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.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

JIRA Service Management

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

OpenText Service Manager [EOL] and JIRA Service Management compete in the IT service management space. JIRA Service Management often has the upper hand due to robust features and flexibility.

Features: OpenText Service Manager [EOL] offers extensive customization capabilities, integration options, and an intuitive interface for managing complex IT environments. JIRA Service Management provides agile issue-tracking, project management functionalities, and seamless integration within the Atlassian suite, catering to modern IT workflows.

Room for Improvement: OpenText Service Manager [EOL] could improve by reducing the complexity of deployment, enhancing the user interface, and offering better cloud capabilities. JIRA Service Management could improve integration speed, simplifying user operations, and offering more out-of-the-box features without plugins.

Ease of Deployment and Customer Service: OpenText Service Manager [EOL] has a steeper learning curve and often requires dedicated resources and specialized training. JIRA Service Management offers a straightforward deployment process with extensive online resources and a community support system, enhancing customer experience.

Pricing and ROI: OpenText Service Manager [EOL] might offer competitive initial pricing but can incur higher total costs due to extended deployment and custom configurations. JIRA Service Management offers flexible pricing tiers and provides a quicker ROI with a cost-effective approach due to its quick setup and adaptability.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: December 2025).

Buyer's Guide

IT Service Management (ITSM)

December 2025

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Helped 880,315 peers since 2012

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

6.8

Number of Reviews

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

Ranking in other categories

No ranking in other categories

Featured Reviews

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

"JIRA Service Management provides comprehensive data management, different views with customizable dashboards, a detailed level of customization from items to workflows to roles and teams, and very flexible integration through the Atlassian marketplace plugins."

"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."

"The visibility features are great."

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

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

"Auditing team uses this solution to track audit findings and follow-up."

"It helps with time management and team management of the new tasks."

"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."

More JIRA Service Management pros

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

"The initial setup is easy."

"It gives us better understanding and control of service management."

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."

"We can have all our requests and incidents registered in one system."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

"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."

More OpenText Service Manager [EOL] pros

Cons

"We have a lot of add-ons, however, instead of the add-ons, for example, cloning could be better."

"The solution should be more formalized. It could be more user-friendly."

"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."

"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."

"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."

"The interface could be made easier to use."

"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."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

More JIRA Service Management cons

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

"Their end-user interface and technical support features could be improved."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"Customization can be difficult at times because scripting is often required."

"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."

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

"Pure cloud-based native functionality is lacking."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"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."

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

"Licensing can become quite expensive."

"Right now, there are only two of us who are both agents on the help desk and developers. We might be on the free version because we're less than three agents or users. I'm looking at Zephyr tests, which have a $10 a month flat rate, so right now, it is $10 a month. There are lots of add-ons. They do a free version, a standard version, and a premium version. In the last company, we started on $50 a month. By the time I left, we were paying $4,500 a month. That was mainly because we had 100 users on Confluence. I bought an add-on for Jira software for which we had 10 users, and that was $5 per user per month. It was costing me $500 a month, whereas it should only be $50 a month. I don't know if licensing fee has changed. I'd like our whole company to use it, but the big problem is the licensing because the Confluence side is what is really useful, but if I add 30 users to Confluence and then buy an extension for Jira software, I've got to pay for 30 licenses, even though I've only got two users in Jira software. It is the one big disadvantage of cloud software. You always have to pay for the number of seats regardless of which product you are on. This will probably severely limit how many people would use it because I'm not going to start paying $10 per user per month for a Jira software add-on when there are only two people using it."

"We need a license because we have a higher number than the free part."

"Do not forget to calculate add-on costs. These cost a percentage of the JIRA purchasing costs and are based on the number of JIRA users."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"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."

More JIRA Service Management pricing and cost advice

"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."

"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."

"The license is not cheap."

"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

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

Computer Software Company

13%

Manufacturing Company

11%

Performing Arts

11%

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

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

The price is actually reasonable.

See all answers

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Comparisons

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Compared 9% of the time

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Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

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

Compared 22% of the time

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Compared 20% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 20% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 17% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

December 2025

Download OpenText Service Manager [EOL] product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

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

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)

December 2025

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