OpenText Service Manager [EOL] vs Serviceaide ChangeGear comparison

Why PeerSpot?

OpenText and Serviceaide are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 85% of Serviceaide 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 Serviceaide ChangeGear 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: August 2026).

Buyer's Guide

IT Service Management (ITSM)

August 2026

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Helped 911,493 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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Umair Akhlaque

Enterprise Solutions & Services Head at Duroob Technology

A fairly stable solution that’s highly mature, but has a poor user interface

The solution does not align as modern service solutions do. Seamless integration is no available among the processes. Their service management application needs a lot of work. It’s in a really bad state right now. They brought on a new interface that clumped all the processes and features of the solution into one. Still, it’s not really compatible with other solutions. Because of this, its rating has dropped in Gardner. The solution needs to improve its reporting features. The user interface needs a lot of improvements. The product needs to implement a cloud platform solution, which is lacking so far. Their workflow engine is still segregated. It’s not embedded. If you need to do some workflow approvals, you cannot do them directly on the service desk. You have to go into Outlook and do an approval or you have to go in through another screen to handle the approval because the workflow engine they have is a separate product.

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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

"Pulling data from web pages using Object Cloning has been an absolute delight."

"The automation that we have run on a daily basis helps us by saving a lot of time."

"An easy to deploy and learn automation tool that can save resources, effort and money."

"Working with the Automation Anywhere application is very easy in our environment."

"It helped agents process tickets with minimal errors and improved average handling time as they are able to close the tickets faster."

"The most valuable feature is recording in the Control Room, as it allows me to chose what I want to have recorded, ensuring that I get the right thing on time."

"Overall, I would rate Automation Anywhere a nine out of ten."

"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."

More Automation Anywhere pros

"Incident management is the most valuable because we're using it to manage tickets for an accounting system."

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

"So far, Micro Focus answers all our needs."

"Customer Service: Hmm, let's see, that functions pretty well."

"Service Manager does what it should, but it's quite outdated."

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

"While the tool works, what makes it work better is I can make it do whatever they need; it's a completely customizable solution to fit with the specific needs of our organization and it does it really easily and really dependably."

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

More OpenText Service Manager [EOL] pros

"Improved the effectiveness of my Service Desk Team and improved the SLA timing."

"The solution is a highly mature product, and because of this, it can stand up to any other product on the market."

"Using the self-service functionalities we have been able to eliminate a lot of the support phone calls, and actually reduce a lot of our help desk staff."

"The most valuable features for me are scalable architecture, customization potential where the UI, background, and data movement allow you to tailor to the nitty gritty details of what you might need in your environment, and advanced workflow management."

"Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems."

"The support is pretty good, the follow up is great; it is 24 hours, so that’s been useful, and it has a good escalation path, which is essential."

"It's quite a complete entry into the SaaS ITSM market with a reasonable price point."

"The most valuable feature is the ability to easily create service catalogues for our customers, something that we didn't have previously with the other tool we were using, which was SDM."

More Serviceaide ChangeGear pros

Cons

"One thing I dislike about Automation Anywhere is that our process is time-consuming. Since the bot is utilized by that machine and if a long-running task is happening, then another bot may not run and the machine is locked."

"The time taken to execute a Bot through A2019 can be reduced."

"We experienced continuous bot disconnections in our environment."

"It is not easy to integrate APIs with Automation Anywhere without a good knowledge of APIs."

"Automation Anywhere should add a couple of commands which will help most developers not to always use a script, a good example is in String operations."

"The areas for room for improvement are always going to be around experience, making it even easier to get engaged, and get started. Because lowering that threshold to get started is what enables an additional set of problems to be solved."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"There are a lot of things that need to be improved, especially related to the Control Room, but you can develop and scale with this tool very, very fast."

More Automation Anywhere cons

"The licensing model could be made more flexible."

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

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

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

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

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

"The stability could be better."

More OpenText Service Manager [EOL] cons

"This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company."

"The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly."

"Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using."

"It loses points because it’s not GUI enough, too code-y."

"Flexibility to customize."

"When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets."

"I would love to see better two-factor authentication as that would really help us and make a big difference."

"Usability for IT analysts could be improved."

More Serviceaide ChangeGear cons

Pricing and Cost Advice

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"We generally follow the Gain-Sharing Pricing model, which enables the customer to start getting the RPA benefits right from day one of their implementation."

"It is reasonable, but it can always be a little bit cheaper."

"Our pricing a year ago was $600 per license."

"Automation Anywhere is affordable."

"It is not cheap, with costs ranging between 700 to 800 dollars per month. While Power Automate is cheaper at 15 dollars per month, Automation Anywhere offers superior features, user-friendliness, and smoothness."

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

"The solution itself is free unless we want to add the support option but we have to pay for the bots we use."

More Automation Anywhere pricing and cost advice

"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."

"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."

Information not available

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Outsourcing Company

12%

Manufacturing Company

10%

Construction Company

10%

Construction Company

15%

Financial Services Firm

12%

Outsourcing Company

10%

Manufacturing Company

Construction Company

21%

Comms Service Provider

10%

Outsourcing Company

10%

Financial Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
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	3
Midsize Enterprise	1
Large Enterprise	11

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

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% 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 17% 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

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

Compared 8% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 15% of the time

Clarity SM vs Serviceaide ChangeGear

Compared 13% of the time

BMC Helix ITSM vs Serviceaide ChangeGear

Compared 7% of the time

TOPdesk vs Serviceaide ChangeGear

Compared 4% of the time

CaseXellence vs Serviceaide ChangeGear

Compared 4% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 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

IT Service Management (ITSM)

August 2026

Download Serviceaide ChangeGear 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

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

Serviceaide

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

Serviceaide ChangeGear enhances IT operations with a focus on change management, delivering a robust platform for streamlining processes and improving efficiency.

Serviceaide ChangeGear provides a comprehensive suite of tools for managing IT environments. Its capabilities allow for seamless integration with existing systems, thus facilitating improved decision-making and efficient process execution. Built for enterprises seeking to optimize IT service management, it supports alignment with business objectives. Designed with scalability in mind, users can leverage ChangeGear's functionalities to support growth and adaptability in dynamic environments.

What are the key features of ChangeGear?

Change Management: Facilitates smooth planning and execution of changes, reducing risks and downtime.
Integration Capabilities: Seamlessly integrates with other IT and business systems for cohesive operations.
Automation: Automates routine tasks to improve efficiency and reduce human error.
Self-Service Portal: Enhances user experience by empowering users with tools to manage their requests independently.

What benefits or ROI can users expect?

Increased Efficiency: Streamlines IT processes, allowing for better resource utilization.
Risk Mitigation: Effectively manages change to minimize risks associated with IT alterations.
Scalability: Supports business growth with adaptable and scalable processes.
Cost Reduction: Reduces operational costs through automation and improved resource management.

Serviceaide ChangeGear is implemented across industries including finance and healthcare to support their complex IT infrastructure needs. It effectively addresses sector-specific challenges, enabling these industries to maintain robust IT governance and compliance without compromising operational efficiency.

Serviceaide

Sample Customers

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

resultspositive, Globicon

Oakwood Systems Group

Buyer's Guide

IT Service Management (ITSM)

August 2026

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