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

6,041 Views
4,470 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: March 2026).

Buyer's Guide

IT Service Management (ITSM)

March 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

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

"The SLA, speed, the comments from the agents' side, and the dashboard for agents are the most valuable features."

"The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."

"Using JIRA simplifies tracking issues and updates."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."

"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."

More JIRA Service Management pros

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

"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."

"Before we had Service Manager, we had a number of products from other vendors; when we implemented Service Manager, it gave us a standardized, centralized tool which we were able to leverage globally."

"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

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

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"It's flexible in terms of configuration and making changes."

More OpenText Service Manager [EOL] pros

Cons

"I don't think the program is very scalable. It lacks scaling capabilities from the performance perspective and load balancing and some other infrastructure capabilities."

"JSM's ability to handle large volumes of emails isn't great."

"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."

"Integration could be improved."

"The user interface becomes sluggish when there are many items in the database, especially large Product Backlogs. I've had page-load times of more than 30 seconds on modern clients, and that's just unacceptable."

"The performance in cloud service management could be improved."

"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."

"The biggest issue is not being able to display linked issues and that makes scalability painful as far as the customer experience goes, and weighs down the system with more tickets."

More JIRA Service Management cons

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

"Same, it wasn't always stable. Actually, I wouldn't call it stable now either."

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

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

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

"The first level of support is slow and it takes some time to receive support."

"It could have better user control of the user interface."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"It costs around $150 to $200 per user."

"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."

"The pricing is very competitive and I think that it is okay."

"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."

"It is a cheaply priced product."

"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."

"We have an annual license with JIRA Service Management, but it is billed monthly."

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."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"HP Service Manager has moderate pricing."

"The license is not cheap."

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Top Industries

By visitors reading reviews

Financial Services Firm

10%

Manufacturing Company

Computer Software Company

Educational Organization

Marketing Services Firm

11%

Construction Company

10%

Performing Arts

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.

See all answers

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

The price is actually reasonable.

See all answers

What needs improvement with JIRA Service Management?

See all answers

Ask a question

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Comparisons

ServiceNow vs JIRA Service Management

Compared 14% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 8% of the time

Zendesk vs JIRA Service Management

Compared 7% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

More JIRA Service Management Competitors

SCSM vs OpenText Service Manager [EOL]

Compared 16% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 13% of the time

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

Compared 12% of the time

ConnectWise PSA vs OpenText Service Manager [EOL]

Compared 9% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

JIRA Service Management

March 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

March 2026

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)

March 2026

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