OpenText Service Manager [EOL] vs SCSM comparison

Why PeerSpot?

OpenText and Microsoft are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 2026

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Helped 913,654 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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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

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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

"One of the benefits my organization has seen from these features is productivity in two ways: I am able to save a lot of time because of the automation, I do not need manual intervention anymore as manual intervention has been cut down by ten to fifteen percent, and the productivity gains have been substantial."

"Automation Anywhere has improved my company significantly; earlier we were dependent on the client installed on local machines, but now it is completely web-based, so we don't have to worry about having a dedicated VM."

"The recorders are highly beneficial when automating web scraping or web automation tasks."

"Automation Anywhere performs efficiently."

"The built-in features, such as the connector builder and AI development tools, are easily accessible, keeping the software up-to-date."

"We have been able to take resources that have been doing manual work and putting them into more productive work."

"Its ease of use is the most valuable feature. It is easy to train developers and find the right people, then use them to build the tool."

"We have leveraged automation to increase economies of scale and value-added work while reducing operating costs."

More Automation Anywhere pros

"The initial setup is easy."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

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

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

"It is easy to use, cost effective, and ITIL based."

"Technical support is excellent. They really bend over backwards for us."

"The application's performance reached a completely different level; so it's quite fast."

More OpenText Service Manager [EOL] pros

"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"SCSM helps us keep organized by tracking all user demands and change requests. However, the reporting is not sufficient to provide a clear view of ongoing projects. It helps with daily operations and change request management."

"The solution has made managing the environment streamlined and much easier."

"With integration capabilities with the other system centers like SCCM and SCOM, for example, we are able to build a robust CMDB configuration management database, and overall, most customers just prefer the product."

"If it is correctly configured, you can access and give service quickly to all the end users."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

"Many more features than other comparable products."

More SCSM pros

Cons

"I would like more integration into the entire Microsoft Suite of products, not just Excel. Companies use all of Microsoft products at the same time, and being good at just one Microsoft tool is a limiting factor. Being able to use Microsoft Excel, Access, and Outlook together and have them integrated (as standard) into the tool would be very useful, especially when you go into attended automation."

"Their bot runners could be made to handle multiple payloads at the same time because if I want to run multiple parallel operations, the number of bot runners that I have to buy just keeps increasing. It is adding to the cost. However, there is a possibility that we don't need that many bot runners, and we can run multiple operations in a bot runner. This would be a great addition to have."

"Having fewer connection instances would make it more secure, more simple to troubleshoot, and possibly more flexible with the type of applications in use."

"The local support in Brazil could improve. While it has gotten better in the last few months, we've struggled as a global company trying to contact them sometimes."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult. However, I am skilled enough to get through it. There were some balancing issues that my other team members had to manage. They are having difficulty in balancing when I checked the architecture properly. We determined later that there was no need for a load balance to be done on the servers. We didn't do any load balancing and then the elastic search was not done."

"They need to improve the REST Api documentation because it is not well detailed or clear enough for beginners, and they need to provide some out-of-the-box AI and ML functions such as image classification and object identification."

"We have found that the passwords are not very stable in terms of their accuracy. We could only get 70 percent accuracy in these cases. Our clients require more accurate results. We are working toward this."

"The product is not the best that it could be. There is always room to improve it a bit more. They are heading in the right direction with their innovations."

More Automation Anywhere cons

"The user interface is very clunky."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

"It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy."

"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."

"Their end-user interface and technical support features could be improved."

"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."

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

"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."

More OpenText Service Manager [EOL] cons

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"Look around as there are a lot of better solutions!"

"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."

"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

"On a scale from one to ten where one is the worst and ten is the best, I rate this product as a seven, maybe even between six and seven, because there are a few things they need to improve, especially in the interface."

"Resources for understanding compliance and relative compliance need to be made available."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

More SCSM cons

Pricing and Cost Advice

"The solution's pricing is pretty decent."

"It's fine. However, I'm concerned with the credits in terms of the pricing for the AI models. It is understandable that the new ones are more expensive, but the base models, after doing the pricing conversion, cost about four to ten times as much as paying directly."

"If you are looking into Automation Anywhere, get the Community Edition and play with it."

"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."

"On a scale of one to ten with ten being the most expensive, I rate the price of Automation Anywhere an eight out of ten."

"While calculating the setup cost you should account for the server, virtual machines, product licenses, maintenance costs, and running costs."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

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

More Automation Anywhere pricing and cost advice

"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."

"HP Service Manager has moderate pricing."

"The license is not cheap."

"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 comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"It is a lower price vs. other things on the market."

"The license for SCSM is cheap."

"Licensing can be complex and confusing."

"The platform is competitively priced."

"The pricing is reasonable."

"I would rate the pricing as two out of five."

"The price should be lower."

More SCSM pricing and cost advice

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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

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

Construction Company

13%

Outsourcing Company

12%

Government

12%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	6
Large Enterprise	14

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...

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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...

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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.

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Ask a question

Earn 20 points

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

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What needs improvement with SCSM?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

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What is your primary use case for SCSM?

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% 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 11% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

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

Compared 7% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SCSM

Compared 12% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 11% of the time

Infraon Desk vs SCSM

Compared 8% of the time

IT Care Center vs SCSM

Compared 8% of the time

BMC Helix ITSM vs SCSM

Compared 5% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

September 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

August 2026

Download SCSM 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

System Center Service Manager

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

Microsoft

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

SCSM integrates with Microsoft tools, offering robust ticketing, incident management, and a scalable architecture. It automates orchestration tasks, provides comprehensive reporting, and enhances IT environments through SCCM integration, supporting various service management needs.

SCSM is known for integrating well with Microsoft suites and is valued for its ease of use and scalable design. Organizations utilize its capabilities for managing customer service, system deployments, and ticket handling. Its essential components include activity management, remote access, and comprehensive security updates. However, improvements are needed in areas such as integration with Azure and open-source tools, simplicity of the self-service portal, mobile support, and reporting complexity. Despite these challenges, many rely on SCSM for IT operations management, HR onboarding, and cloud functionality integration.

What are the most valuable features?

Seamless Microsoft Integration - Easily connects with Microsoft suites
Robust Ticketing - Efficient management of tickets and incidents
Scalable Architecture - Adapts to increasing demands and growth
Automated Orchestration - Streamlines various IT scenarios
Comprehensive Reporting - In-depth insights and analysis
Activity Management - Coordination of tasks and operations
Security Updates - Ensures systems remain protected
Easy Learning Materials - Accessible and straightforward resources

What benefits and ROI should users look for?

Enhanced Efficiency - Improved ticketing and incident management
Cost Management - Optimal use of IT resources and budgeting
Flexibility - Supports both cloud and on-premise deployments
Risk Reduction - Security updates and management features
Strategic Insights - Customized reporting for informed decisions

SCSM finds application in industries ranging from IT service management to HR onboarding and system administration. Enterprises use it for remote assistance, device management, and patch management, while some leverage its cloud capabilities. This broadens the scope of how IT operations are supported and managed effectively in different settings.

Microsoft

Sample Customers

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

resultspositive, Globicon

Fibabanka, UMC Health System

Buyer's Guide

IT Service Management (ITSM)

September 2026

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