OpenText Service Manager [EOL] vs Samanage comparison

Why PeerSpot?

OpenText and SolarWinds are both solutions in the Help Desk Software category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and Samanage based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

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Buyer's Guide

Help Desk Software

August 2026

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Helped 912,517 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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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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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Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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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 access it anywhere. E.g., I can access dashboard from my Control Room on my mobile app using Automation Anywhere."

"It can be used for customer service support, data extraction, data migration, and software installation."

"At run time, Automation Anywhere can let you know which line of code the bot is running and what it is doing. It is very clear."

"I find the terminal emulator feature very valuable, particularly in how it interacts with IBM mainframe automation."

"The return on investment from Automation Anywhere at our organization has been both tangible and intangible, delivering value far beyond the initial financial calculation."

"One thing I really like is the the recorder where you can connect with multiple systems. The OCR is also good."

"Automation Anywhere has a Bot Store. E.g., you can download the bot from the Bot Store and utilize it's data extraction capabilities. You can extract unstructured data through IQ Bot. Getting unstructured data is not difficult. I once obtained an 84 page PDF file using an IQ Bot. This was just the trial version, and it was really good. I was able to get all the circuit IDs and properties that wanted in a simple CSV format. I had not seen anything like this before. When compared to other platforms, such as UiPath, they don't have these capabilities right now. They have activities like PDF extraction, but that's not good enough."

"Now, with the help of Automation Anywhere Bot it's being handle automatically, and work that would take one week is now being completed within an hour."

More Automation Anywhere pros

"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."

"This is our “go-to” application for all ITIL processes globally."

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

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"It's easy to scale."

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

"Micro Focus Service Manager is fine."

"The solution is simple to set up."

More OpenText Service Manager [EOL] pros

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

"The solution has a great filtering feature."

Cons

"Automation Anywhere is easy to use, even if you lack technical skills. People without deep technical expertise can easily develop scenarios."

"Productivity increased when we implemented Automation Anywhere, but it did not meet the client's expectations regarding the number of human workers it replaced."

"The IQ Bots need more out-of-the-box models to lessen the time required for model training. Their competitors provide more built-in models, which enhance capabilities in document processing."

"We have had some quirkiness happen when integrating the Automation Anywhere with other solutions, such as weird Excel issues or temperamental legacy system issues."

"For me at the very beginning when I started working with that, the technical setup was extremely complicated and extremely problematic, and we spent half a year to really make the software work."

"For people who don't have technical skills, Automation Anywhere may take time when it comes to browsing or loading time, and sometimes becomes very buggy with unwanted failures."

"The bot creation process is tedious. The solution has a lot of features, but since you have to drag down a lot of the commands, it can get tedious to use it. You end up having to use the mouse a lot more."

"Anything that can be done to increase the stability from a system standpoint in regards to large-scale systems, which are being used by a number of applications, e.g., Salesforce or Workday."

More Automation Anywhere cons

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

"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."

"In the release that we currently have, the biggest challenge was reporting."

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

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

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

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

More OpenText Service Manager [EOL] cons

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

"There are definitely areas for improvement, but so far, so good."

Pricing and Cost Advice

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"Despite being less expensive than UiPath, Automation Anywhere remains cost-prohibitive for many small and medium-sized businesses."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

"Automation Anywhere is flexible in terms of costing and licensing."

"The Community Edition is a good offering from the company."

"I would like them to have better license management."

"We have seen ROI on one of the process, but not on the other processes yet."

"Our costs are approximately between $5,000 to $10,000 per license."

More Automation Anywhere 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."

"The license is not cheap."

"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."

"HP Service Manager has moderate pricing."

"It is expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Financial Services Firm

13%

Manufacturing Company

10%

Comms Service Provider

Construction Company

15%

Outsourcing Company

12%

Financial Services Firm

12%

Manufacturing Company

Construction Company

16%

Comms Service Provider

12%

Manufacturing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	158
Midsize Enterprise	82
Large Enterprise	558

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

No data available

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

See all answers

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 12% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 8% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 8% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Samanage

Compared 10% of the time

Freshservice vs Samanage

Compared 10% of the time

SolarWinds Service Desk vs Samanage

Compared 5% of the time

LiveAgent vs Samanage

Compared 3% of the time

ENSO AI vs Samanage

Compared 3% of the time

More Samanage Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

August 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

August 2026

Download Samanage product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

SolarWinds

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

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

OpenText

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

resultspositive, Globicon

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: August 2026.

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