We performed a comparison between OpenText Service Manager [EOL] and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
"The initial setup is easy."
"Service Manager does what it should, but it's quite outdated."
"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."
"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"We can have all our requests and incidents registered in one system."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"ServiceNow provides quite good insights about what is happening in the organization."
"The most recent addition of SAM Premium is a game changer for many organizations."
"Good stable and scalable solution."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"I have found many features that are important and that are easier when compared to Remedy; for example, the Scripted REST APIs and the Flow Designer... The Client scripts are simpler when you compare with Remedy."
"Easy to integrate with third-party applications."
"The look and feel is a valuable benefit for adoption."
"Some of the valuable features I have found the solution to have are it can serve many different types of businesses, it has strong platform capabilities, provides application development, built-in predictive intelligence, and performance analytics reports."
"Pure cloud-based native functionality is lacking."
"The interface could be better."
"Their end-user interface and technical support features could be improved."
"The solution does not interface well with other products and is difficult to implement."
"Service Manager would be improved with access to automation."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"We are struggling with the scheduling part, but it doesn't necessarily mean that it is a ServiceNow issue. It could be the way we have configured it. We don't have it configured in a way where you can schedule a support call with our end users. We are looking for more automation in the box and the chat feature."
"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."
"Compared to other products that I have been using, it is not as user-friendly."
"The solution could be made cheaper. Machine learning and artificial intelligence should be introduced in the next release."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need."
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OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews while ServiceNow is ranked 1st in Help Desk Software with 212 reviews. OpenText Service Manager [EOL] is rated 7.2, while ServiceNow is rated 8.4. 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". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". OpenText Service Manager [EOL] is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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