OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText Service Manager [EOL]

Read 224 ServiceNow reviews

23,304 Views
6,991 Comparison Views

91% willing to recommend

Comparison Buyer's Guide

Download the report

Executive Summary

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 Helix and others in IT Service Management (ITSM).

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

IT Service Management (ITSM)

Download the complete report

Helped 873,085 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

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Average Rating

8.4

Reviews Sentiment

6.8

Number of Reviews

224

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Featured Reviews

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.

Read full review

Anil Rao

Vice President Delivery & Operations at Rezilyens

Have reduced L1 dependency and improved incident resolution through AI-powered automation

To make ServiceNow better, they should reduce their pricing, especially because there's a lot of competition. Many customers have moved to ManageEngine because they cannot afford the license cost. The price should be reduced by at least 40%. The setup of ServiceNow is sometimes complex when new updates or versions are released. When they introduce something new, they should provide training to understand the new features and their functionality. We sometimes get stuck and have to call them to learn about the changes in the latest version. They should communicate the changes made from older versions to new versions, which features are not available, which features have changed, and how to implement them. If the communication part was handled properly, it would benefit us.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

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

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

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

"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."

"The initial setup is easy."

"Service Manager's best features are flexibility and customizability."

"Technical support is pretty good."

More OpenText Service Manager [EOL] pros

"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."

"ServiceNow gives us a lot for free: workflows, organizational structures, service portal, forms, reporting, disaster recovery, and so on."

"It has more extensive features as compared to the other competitors."

"The workflow capability for easy setup is powerful."

"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."

"ServiceNow helps to improve IT incident handling in a more comprehensive way, and the latest version provides extensive information, including AI that allows us to program it in such a way that our L1 support can be eliminated."

"We have found the service easy to use, although, we have ended up customising a lot of parameters."

"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."

More ServiceNow pros

Cons

"I don't see anything lacking."

"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."

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

"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."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"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."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"Pure cloud-based native functionality is lacking."

More OpenText Service Manager [EOL] cons

"It's missing monitoring capabilities."

"I would like to see Advanced Intelligent Automation."

"Complexities in the organization made the initial deployment complex."

"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."

"ServiceNow might need to improve its capabilities to integrate with third-party tools."

"Transparency in the pricing model needs to be improved."

"Performance could be improved."

"It should have more artificial intelligence for business and work capabilities. The community is not so active. There must be initiatives to make the community talk more and share more information."

More ServiceNow cons

Pricing and Cost Advice

"The license is not cheap."

"HP Service Manager has moderate pricing."

"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."

"The solution is expensive."

"The price of the solution is comparable to industry standards. For the features that we received, it is reasonable."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"ServiceNow is an expensive solution."

"The price of this solution is expensive."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

"Certainly, from a product-platform perspective, the price is not too bad."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

See recommendations

873,085 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

24%

Manufacturing Company

13%

Performing Arts

12%

Educational Organization

Computer Software Company

12%

Financial Services Firm

12%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	54
Midsize Enterprise	36
Large Enterprise	164

Questions from the Community

Ask a question

Earn 20 points

Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

See all answers

Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

See all answers

What do you like most about ServiceNow?

The solution has a user-friendly interface.

See all answers

Comparisons

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

Compared 50% of the time

More OpenText Service Manager [EOL] Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

Pega Platform vs ServiceNow

Compared 5% of the time

Microsoft Dynamics CRM vs ServiceNow

Compared 5% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

Microsoft Power Apps vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

Product Reports

OpenText Service Manager [EOL]

Download OpenText Service Manager [EOL] product report

Download ServiceNow product report

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

resultspositive, Globicon

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Service Management (ITSM)