OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText Service Manager [EOL]

Read 223 ServiceNow reviews

25,791 Views
7,479 Comparison Views

91% willing to recommend

Comparison Buyer's Guide

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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 and others in IT Service Management (ITSM).

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

IT Service Management (ITSM)

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Helped 866,685 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

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

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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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

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.

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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

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

"Service Manager gives us a single system where everything is centralized in one base."

"It's easy to scale."

"The initial setup is easy."

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

"Its flexibility and ease of customization are its most valuable features."

"The solution is simple to set up."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

More OpenText Service Manager [EOL] pros

"Identifies better ways to license software or eliminate unused software to save money."

"We consider the integration capabilities of the solution with other tools to be a valuable feature."

"Operations and maintenance costs have been reduced using this solution. We have been able to deliver faster solutions to our customers and track progress using live data."

"The product's integration functionality in the change management module has significantly improved efficiency in our organization."

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

"ServiceNow is easy to use and has a user-friendly interface."

"There are many expansions available."

"A workflow automation platform that's reliable, performs well, and has good reporting and integration."

More ServiceNow pros

Cons

"I don't see anything lacking."

"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."

"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."

"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."

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

"The product's technical support services need improvement."

More OpenText Service Manager [EOL] cons

"The pricing structure could be more budget-friendly."

"If you have advanced questions, technical support often doesn't know the answer."

"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."

"There is a need for bug or error tracking in ServiceNow."

"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."

"An area for improvement would be the accessibility of downloaded and compressed files."

"The user interface for accessing assistance sometimes disconnects."

"The utilization of AI in ServiceNow needs enhancement."

More ServiceNow cons

Pricing and Cost Advice

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

"The license is not cheap."

"HP Service Manager has moderate pricing."

"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."

"I have found the solution very expensive."

"The price is okay for us. It's reasonable."

"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."

"It is very expensive because it is a big organization. You have to pay for additional things."

"ServiceNow's pricing is comparatively higher than Helix's."

"The mandatory minimum is US$ 20,000 for licensing."

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

"It is fairly expensive."

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.

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Top Industries

By visitors reading reviews

Computer Software Company

22%

Manufacturing Company

16%

Performing Arts

Government

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	163

Questions from the Community

What do you like most about Micro Focus Service Manager?

The initial setup is easy.

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.

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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)