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, BMC and others in IT Service Management (ITSM).
"It's pretty well-structured in modules."
"The solution is simple to set up."
"It can adapt to any process in the organization."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager does what it should, but it's quite outdated."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"Service Manager gives us a single system where everything is centralized in one base."
"ServiceNow was the first true enterprise to service management platform."
"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."
"Data in reports and dashboards are easily accessible."
"Very good incident management, chain management and problem management features."
"I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."
"SPM and ITSM features are the most helpful."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"It's a very low-code platform, and it's simple. The user experience is also really good."
"I don't see anything lacking."
"Pure cloud-based native functionality is lacking."
"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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"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."
"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."
"The interface could be better."
"There should be fewer clicks and faster integrations between solutions."
"Their user interface is old-fashioned and outdated, and it can be more friendly for the eye. They can improve the user experience."
"We can't update bulk tickets using a simple query language. Jira lets us update hundreds of tickets with one command. In ServiceNow, you need to select each task separately to close them. The dashboards could also be more user-friendly. Monday.com has better dashboards."
"There are a few things that it needs to improve, like automation of most things out-of-the-box. For example, when it comes to cloud management, we are still going with manual intervention. Instead of that, if we had an out-of-the-box feature available, that would be great."
"The solution’s user interface could be improved and given a better design."
"Service mapping could be less complicated."
"Performance could be improved."
"Some enhancements to the self-service platform would be helpful. That part is still a little barebone... Also, the mobile app is not bad, but it's limited."
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OpenText Service Manager [EOL] is ranked 12th in IT Service Management (ITSM) with 48 reviews while ServiceNow is ranked 1st in IT Service Management (ITSM) with 212 reviews. OpenText Service Manager [EOL] is rated 7.2, while ServiceNow is rated 8.4. The top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". On the other hand, the top reviewer of ServiceNow writes "A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs". OpenText Service Manager [EOL] is most compared with JIRA Service Management, OpenText Service Management Automation X (SMAX), BMC Helix ITSM and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Appian.
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