OpenText Service Manager [EOL] vs ServiceNow comparison

Why PeerSpot?

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.

Comparison Buyer's Guide

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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, Teclib' and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

October 2026

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Helped 921,523 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

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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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

"Bots add a lot of productivity and value to our business, because a robot can work for 24/7. They work a lot better, as compared to a human being, specifically for tasks which are repetitive in nature."

"Automation Anywhere is a pioneer in RPA tools."

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

"We have automated that complete process of code review. The bot is solving the problem of ensuring the compliance of reviewing code. People use to generally skip the code review process, because it was exhaustive. Bots can review the complete standards of the code, whatever is there, ensuring the compliance and eventually saving time."

"Scalability is one of the best things about most of the RPA bots. Once you create one, scalability is just about multiplying them."

"Automation Anywhere's OCR functionality stands out as the most valuable feature for us, as it allows us to swiftly extract data for repetitive tasks, significantly boosting our efficiency."

"Automation Anywhere aids in handling repetitive tasks, contributing to productivity and enhancing customer service, especially when combined with methodologies like Six Sigma."

"Automation Anywhere is the first RPA solution we have taken and suggested implementing it to our customers, and it has helped tremendously in assisting our customers in achieving their goals."

More Automation Anywhere pros

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

"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."

"Overall, HP will just give you a really great solution."

"The return on investment is unquantifiable; I would have thought we have made our money back now in the way it has streamlined processes."

"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."

"Micro Focus Service Manager is fine."

"Technical support is absolutely very good."

"The solution is simple to set up."

More OpenText Service Manager [EOL] pros

"The solution has very good automation tools."

"We definitely see a return on investment, particularly regarding time saved, as automation has enabled us to move invoices to customers much faster than before, saving five to ten days of cycle time for each invoice."

"There are a lot of features within ServiceNow. There are plenty of add-ons that go beyond the typical core helpdesk operations, such as HR facilities, BRM functionality, and various compliance and governance capabilities."

"It is a very robust tool."

"The development aspects within it are valuable, including incident, change, and problem, and it has given us one pane of glass to look at a lot of stuff, which has opened a lot of eyes to our IT department."

"The solution is very easy to use; now that I've worked with it a little bit, I can find what I need rather quickly, and it was pretty easy to implement the solution."

"We used BMC Remedy, and it was slightly different but we went for ServiceNow because it is more user oriented."

"I really like ServiceNow and all of the features. The way incident management is built is very helpful. You have a lot of options to optimize it, customize it, and automate it. You also have a lot of options for reporting. There are plenty of possibilities to do preference management within your customer CMDB file. These are very useful features, which I missed in BMC Remedy ITSM. ServiceNow is the best ticketing tool I have used so far."

More ServiceNow pros

Cons

"One area for improvement in Automation Anywhere (AA) is its monitoring system. It's not that good. Both scalability and stability are also areas for improvement in the tool."

"It is not always predictable 100% of the time. While it has improved with each version, some unexplained issues still exist."

"I would like to see more bots available right out-of-the-box in the SAP area."

"With the PDF command, you can only read structured data. If your data is in an unstructured format, there is no command for it in Automation Anywhere. Then, people need to use Python coding if their data is in unstructured format. Therefore, Automation Anywhere needs to improve in the PDF area."

"In the A2019 community edition, while running its taking time to run RPA bots and having few bugs related to IQ Bot server connectivity and other things."

"I would like to see more stability around scheduling a bot to run headless."

"I don't use the technical support a lot. It feels like a lot of time that they will ask us to check the user manual."

"In my opinion, there are always areas for improvement in Automation Anywhere, and they are continuously working on enhancements."

More Automation Anywhere cons

"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."

"The first level of support is slow and it takes some time to receive support."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version."

"We had quite a lot of issues with stability and the quality of the product so far."

"It's not so easy to move to the next version. It's not quick to upgrade."

"The interface could be better. It's hard to integrate as there's no interface in place for the solutions to interface with each other."

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

More OpenText Service Manager [EOL] cons

"One area of improvement is the user interface."

"We still have some issues with some of our ITIL users, like some things aren't as intuitive as they could be."

"The product’s standard user experience is not the best."

"I would like to see a mobile version of ServiceNow."

"Right now I'm working on finding out how duplicate usernames are being created in our ServiceNow instance and that causes problems because we need to assign a ticket to somebody and then it shows two names but they don't know which one to choose so they choose the one that's not active."

"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."

"The interface requires an upgrade."

"Time to respond from support could definitely be better, as the global support timing sometimes causes delays in interactions."

More ServiceNow cons

Pricing and Cost Advice

"I would like them to have better license management."

"We save 34,000 hours of time per year and have recouped up to $6000 in lost revenue."

"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."

"The solution is quite expensive. Not every organization can consider this option."

"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."

"It saves me around $100,000 a year."

"The cost is anywhere between $10,000 and $100,000."

"The price for Automation Anywhere is reasonable."

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."

"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."

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

"HP Service Manager has moderate pricing."

"They could be more competitive with their licensing."

"The licensing cost is based on your partnership with ServiceNow and what you have selected for implementation. There is an annual license cost which is calculated based on your number of devices."

"It is very expensive because it is a big organization. You have to pay for additional things."

"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."

"The setup cost is high compared to others, especially when the scope is not fixed."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

"There is an annual subscription to use this solution."

"The price is okay for us. It's reasonable."

More ServiceNow pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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921,523 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Financial Services Firm

13%

Outsourcing Company

12%

Construction Company

12%

Manufacturing Company

11%

Manufacturing Company

10%

Financial Services Firm

Outsourcing Company

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

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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Ask a question

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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 the cost of implementation and maintenance of ServiceNow?

Nobody can give you a clean percentage without knowing your license tier, but here’s how I’d budget it, based on what...

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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

HyperScience vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

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

SCSM vs OpenText Service Manager [EOL]

Compared 6% of the time

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

Compared 5% of the time

More OpenText Service Manager [EOL] Competitors

IBM Maximo Application Suite vs ServiceNow

Compared 7% of the time

BMC Helix ITSM vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 3% of the time

Zendesk vs ServiceNow

Compared 3% of the time

Airtable vs ServiceNow

Compared 3% of the time

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

November 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

ServiceNow

October 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)

October 2026

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

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