OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and ServiceNow 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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"A user can easily adopt this technology and utilize it, when compared to the other available resources in the market."

"I utilize all the commands provided by Automation Anywhere, such as all the recorders. I use these commands to develop my processes and bots."

"The ability to create automation itself is a benefit that reduces human error and enhances efficiency. Technical support is unsurpassed."

"AA is a global market leader and the best RPA software to go with, in all aspects."

"Some processes that have taken 24 hours for our guys to do, now take seven to eight hours for our bots."

"The benefits we get from automation include faster and more accurate matching, running 24x7."

"It's easy to use for business users. Everything is good. It's a nice product."

"Since we can register multiple bot runners in one control room, and we can easily monitor and re-run bots when necessary, it is convenient for me."

More Automation Anywhere pros

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

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

"Sometimes, customization is simple. The version we are using now has a nice interface."

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

"The modules were very utilitarian and it became like just clicking boxes to track changes, track approvals, or avoid any changes with support, which made it quite efficient."

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

"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."

More OpenText Service Manager [EOL] pros

"I have used other products and switched because of the ease of use of ServiceNow, and the functionality of it."

"Operations and maintenance costs have been reduced using this solution, and we have been able to deliver faster solutions to our customers and track progress using live data."

"It's a very low-code platform, and it's simple. The user experience is also really good."

"Easy to implement and consolidate different platforms and users with useful functionalities."

"ServiceNow has enabled us to rapidly deploy Application Managed Services for new clients, with the ability to configure, extend, and tailor our ITSM Platform to meet individual client needs."

"I like the ease of use."

"The biggest feature is that it is cloud-based, so it's always updated, it's always current; we don't have to worry about patches or revisions because we're always working with the latest version and the features continue to improve."

"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."

More ServiceNow pros

Cons

"I haven't gone deep in the tool, but so far it looks good."

"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."

"Automation Anywhere (AA) has a lot of stability issues. It needs a lot of maintenance."

"Blue Prism is more secure than Automation Anywhere. E.g., Blue Prism has a system that is difficult to penetrate. You can't simply go into their system and make any changes."

"I would like to see them continue building out documentation with more video-aides."

"Integration with secondary environments needs to be improved or enabled."

"Moving away from client-server architecture to web-based deployment compromised developer experience of app reliability offered by 11.3.X flavors. Desktop app experience >>> Web experience, developers are not pleased."

"Operationally, there's room for improvement, especially in the area of high-availability and deployment."

More Automation Anywhere cons

"Customization can be difficult at times because scripting is often required."

"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."

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

"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."

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

"I don't see anything lacking."

"The solution does not interface well with other products and is difficult to implement."

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

More OpenText Service Manager [EOL] cons

"Currently, we are finding it a bit difficult to monitor the subscriptions that are being used. The reporting feature related to this can be improved. Its ITOM functionality can be improved. BMC does a better job than ServiceNow in terms of capturing utilization and other such things."

"My first instance was a June 2011 instance, and upgrading was a nightmare from that point."

"The capital expenditure needed to get the tool up and running is extensive."

"There was an outage at the ServiceNow data center servers, especially on the eastern site. Two weeks later we found out about it through some other call, not to the engineer and it was not notified anywhere on the system."

"We do a lot of relatively advanced stuff for the size that we are, but ServiceNow itself is so big and to some extent, there is a significant amount of complexity that you have, a big learning curve I would say, in order to really get on board."

"Since I've been working with the product for a long time, it feel like in the old days it was kind of a smaller, cult-like following. You had a more family-like community."

"They could improve license management, particularly when integrating different applications or toolsets."

"It should enhance its offerings by providing the chance to obtain course certifications at an affordable fee."

More ServiceNow cons

Pricing and Cost Advice

"I would rate the price of Automation Anywhere a six out of ten, with ten being the most expensive."

"Annual licensing costs would be about $100,000."

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

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

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

"Automation Anywhere is expensive, making it suitable only for enterprise organizations."

"The price is a little bit high but the support is good."

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."

"HP Service Manager has moderate pricing."

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

"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."

"The mandatory minimum is US$ 20,000 for licensing."

"The licensing expenses are excessively high."

"The solution is expensive."

"It is an expensive platform."

"The product cost is higher than that of other vendors."

"The price could be a little lower for the solution. Many of my customers have issues with the licensing process, they have to make it easier and straightforward."

"I have found the solution very expensive."

"ServiceNow's pricing is comparatively higher than Helix's."

More ServiceNow 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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902,456 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

15%

Financial Services Firm

14%

Manufacturing Company

Marketing Services Firm

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into t...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

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

Compared 11% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 10% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 7% of the time

More OpenText Service Manager [EOL] Competitors

IBM Maximo vs ServiceNow

Compared 6% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

ServiceNow

June 2026

Download ServiceNow 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

ServiceNow

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

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

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

resultspositive, Globicon

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

Buyer's Guide

IT Service Management (ITSM)

June 2026

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.

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