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.

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Buyer's Guide

Help Desk Software

October 2026

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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've delivered tremendous value in a really short amount of time and gotten a lot of support from our organization."

"Automation Anywhere is one of the leading RPA tool vendors and they have done splendid work on improving their tool."

"In terms of monetary savings, we automated a bot in three days that has saved us $30,000 in costs."

"Automating back-office processes and automation workflows has positively impacted my organization, as before automating, the human effort has been significantly reduced, and we can cut off three to four hours of their work per day and reduce it by using this bot, reducing the daily task from four hours to 30 minutes and saving three and a half hours per day or 70 hours over 20 working days."

"Using automation, these processes are completed in between one and two hours, using one robot, and with these savings in time, the staff can do more in other areas, improving productivity and creativity while reducing the need for overtime and positively impacting the company overall."

"The most valuable feature is the screen recorder, which helps to automate processes easily."

"Automation Anywhere is excellent for integrating with other solutions. It provides the ability to leverage the APIs of third-party solutions. We use some of the already built-in MetaBots to then scrape the data and manipulate independent data that we need in order to integrate with other third-party solutions."

"We have definitely experienced an ROI in terms of saving, for example, the costs of service delivery contracts have come down because of our use of automation and it saves me around $100,000 a year."

More Automation Anywhere pros

"Technical support is pretty good."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

"We improved our service levels and have been able to maintain them for the last four and a half years."

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

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

"It has an intuitive front end which allows us to roll out good customer end user experiences."

"HP products generally have always been stable, and this is no different."

"One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need."

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."

"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."

"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."

Cons

"I would like them to add OCR features. This would help us deal with unstructured data and we can get more data out of images."

"New versions keep coming up. The challenge for us is to have the downtime to do the migrations."

"For someone who does not have technical skills, using Automation Anywhere is quite challenging because it is primarily meant for the technical aspect, though it can help with basic data entry tasks, such as invoice processing and other repetitive back office operations."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

"The Web Recorder should also include a feature where the user can select what browser you want it to run since it is currently using the Internet Explorer browser as default. Some of our web-based systems are currently not compatible with Internet Explorer and can only run using Firefox or Google Chrome."

"The Control room audit logs should be moved to an archive for those that are more than six months old."

"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."

"The AI centricity is a bit behind compared to the way we see Microsoft and AWS doing it. This is the feedback that I have also given to them. They need to expand themselves to provide more services than just RPA. Only RPA may not be enough for us, and it would not be our preferred choice for an automation tool."

More Automation Anywhere cons

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

"Pure cloud-based native functionality is lacking."

"We're coming to end-of-life on the product we've got."

"Test manager and knowledge management areas are probably amongst the worst parts of this solution."

"In general, we were not satisfied with technical support."

"It's not user friendly (too complex), and it gives limited guidance documentation of how to filter all the logs detected."

"We struggle with and the simplicity of getting reporting data at a high level, and output is not where it needs to be for us."

"My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user."

More OpenText Service Manager [EOL] cons

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

"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."

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

Pricing and Cost Advice

"I don't deal have cost specifics but I can say it is a tool that provides value for the money."

"We have seen ROI in terms of cost and time with a couple of our projects."

"I believe it is $10,000 for Bot Creator."

"In most of the cases, the product value is very good. If the infrastructure, implementation, and framework are good, then generally, the client can get a good return on investment."

"Automation Anywhere is expensive."

"The major reason that we selected Automation Anywhere was the licensing model."

"The pricing of AA is similar to UiPath."

"We have seen the tangible benefits of taking monotonous work off people's plates, creating capacity, and cost reductions."

More Automation Anywhere 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."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"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."

"It is expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Financial Services Firm

14%

Construction Company

12%

Outsourcing Company

12%

Manufacturing Company

11%

Construction Company

16%

Comms Service Provider

14%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	564

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 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% 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 18% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 6% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Samanage

Compared 10% of the time

Freshservice vs Samanage

Compared 9% of the time

SolarWinds Service Desk vs Samanage

Compared 5% of the time

ManageEngine ServiceDesk Plus 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

October 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

October 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: October 2026.

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