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OpenText Service Manager [EOL] vs ServiceNow comparison

 

Comparison Buyer's Guide

Executive Summary

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
48
Ranking in other categories
No ranking in other categories
ServiceNow
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
223
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 - PeerSpot reviewer
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.
Nikhil Gohil - PeerSpot reviewer
Enables effective incident management and seamless workflow automation with valuable mobile accessibility
I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Quotes from Members

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

Pros

"Service Manager gives us a single system where everything is centralized in one base."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager's best features are flexibility and customizability."
"It gives us better understanding and control of service management."
"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."
"Its flexibility and ease of customization are its most valuable features."
"It's pretty well-structured in modules."
"It offers ready-built automation and simpler configuration for workflows."
"Discovery has reduced, on average, the time to build/deploy devices within our environment by one hour. This may not seem like much but it adds up over time. It also reaps additional time savings with its ability to capture changes through subsequent discoveries over the life of the device."
"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."
"ServiceNow is easy to use and has a user-friendly interface."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"The impact of ServiceNow's self-service portal on IT staff dependency levels has shown a dramatic improvement."
"I like that it's always up and running."
 

Cons

"The product's technical support services need improvement."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"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."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"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."
"I am interested to see the firm's strategic plans for Artificial Intelligence (AI) and Machine Learning (ML), and how the particular areas it will expand on from its existing investments (that feature, for example, in its ITSM Pro and CSM Pro modules)."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."
"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"
"The user interface could be much improved, and the developer tools and sets can be improved greatly, they are lacking."
"Creating service catalog forms could be made easier."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The interface is not user-friendly."
 

Pricing and Cost Advice

"The license is not cheap."
"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."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"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 cost is quite high."
"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."
"The solution is expensive."
"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."
"Certainly, from a product-platform perspective, the price is not too bad."
"ServiceNow's pricing is comparatively higher than Helix's."
"The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
"It is very expensive because it is a big organization. You have to pay for additional things."
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Top Industries

By visitors reading reviews
Computer Software Company
25%
Manufacturing Company
10%
Performing Arts
9%
Educational Organization
6%
Computer Software Company
12%
Financial Services Firm
12%
Manufacturing Company
10%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise4
Large Enterprise38
By reviewers
Company SizeCount
Small Business54
Midsize Enterprise36
Large Enterprise163
 

Questions from the Community

What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
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...
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 ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Comparisons

No data available
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
No data available
 

Overview

 

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    
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: September 2025.
867,783 professionals have used our research since 2012.