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OpenText Service Manager [EOL] vs Serviceaide ChangeGear comparison

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.
Serviceaide ChangeGear
Read 14 Serviceaide ChangeGear reviews
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  • 104 Comparison Views
85% willing to recommend
 

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.

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: April 2025).
Buyer's Guide
IT Service Management (ITSM)
April 2025
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Helped 851,471 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
48
Ranking in other categories
No ranking in other categories
Serviceaide ChangeGear
Average Rating
7.6
Reviews Sentiment
6.5
Number of Reviews
14
Ranking in other categories
Help Desk Software (29th), IT Service Management (ITSM) (34th)
 

Featured Reviews

MEKKAB Raouf - PeerSpot reviewer
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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it_user347802 - PeerSpot reviewer
It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.
It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.
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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

"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."
"The solution is simple to set up."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"The initial setup is easy."
"Service Manager gives us a single system where everything is centralized in one base."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
More OpenText Service Manager [EOL] pros
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
 

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."
"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."
"The product's technical support services need improvement."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"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."
"Service Manager would be improved with access to automation."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"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."
More OpenText Service Manager [EOL] cons
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
 

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."
Information not available
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Top Industries

By visitors reading reviews
Computer Software Company
26%
Manufacturing Company
18%
Financial Services Firm
16%
Government
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
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Comparisons

No data available
ServiceNow vs Serviceaide ChangeGear Logo
ServiceNow vs Serviceaide ChangeGear
Compared 100% of the time
More Serviceaide ChangeGear Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
May 2025
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
IT Service Management (ITSM)
April 2025
Serviceaide ChangeGear reportDownload Serviceaide ChangeGear product report
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear
 

Overview

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

OpenText

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution. 

Serviceaide
 

Sample Customers

resultspositive, Globicon
Oakwood Systems Group
Buyer's Guide
IT Service Management (ITSM)
April 2025
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