OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText Service Manager [EOL]

Read 221 ServiceNow reviews

8,783 Views
4,197 Comparison Views

92% willing to recommend

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, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2025).

IT Service Management (ITSM)

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Helped 856,873 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

Ranking in other categories

No ranking in other categories

ServiceNow

Average Rating

8.6

Reviews Sentiment

6.9

Number of Reviews

221

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Featured Reviews

Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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Nikhil Gohil

Solution Engineer - Digital Platform | Mobile at British American Tobacco

Enables effective incident management and seamless workflow automation with valuable mobile accessibility

I haven't thought deeply about improvements for ServiceNow or what might be missing right now. There are so many modules and features in ServiceNow that I haven't explored them all, so it's hard to say what might be missing or should be improved. I suggest making the cost more affordable for smaller companies.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Service Manager's best features are flexibility and customizability."

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

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

"It's easy to scale."

"Service Manager does what it should, but it's quite outdated."

"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."

"Technical support is pretty good."

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

More OpenText Service Manager [EOL] pros

"There are lots of modules around IT service management such as IT business management and human resource management (HRC)."

"We always get good support."

"ServiceNow is easy to use."

"The pricing of the product is quite good. It's not too expensive."

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

"I prefer ServiceNow to the competition because of its ease of use, installation and configuration."

"I have found the workflows and integration the most valuable in this solution."

"The thing that I like most about it is the easy integration with the CMDB. I'm able to look at the CMDB for applications and develop my assessments and attestations based on the application and point them at that application owner. So, I can really automate the whole thing."

More ServiceNow pros

Cons

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

"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 greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."

"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."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"The product's technical support services need improvement."

More OpenText Service Manager [EOL] cons

"There are sometimes challenges with the portal being a bit confusing for new users."

"Compared to other products that I have been using, it is not as user-friendly."

"Performance could be improved."

"Most people are discussing UIs, but I'm a developer. I would say 80-90% of the people would appreciate that, that's easy for them, but from a developer perspective, it's hard for me, because for me it's clunky"

"It's not user-friendly by default, but it can be customized to be customer-friendly."

"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

"It would be nice if we could, with some specific access rights, move histories from one squad to another, as they generate dependencies or duplicate or flag them."

"The contract module is quite rudimentary and doesn't support contract line items."

More ServiceNow cons

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."

"I rate the solution's pricing a six out of ten. The pricing for ServiceNow is based on a SaaS platform with annual contracts. However, it may not offer much flexibility for adjusting usage in the short term."

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

"The price of this solution is expensive."

"For the modules we use, we found it competitive. I can't think of any costs in addition to the licensing fees."

"We are happy with the pricing."

"It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."

"ServiceNow is an expensive solution."

"The licenses are expensive."

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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Top Industries

By visitors reading reviews

Computer Software Company

27%

Manufacturing Company

19%

Financial Services Firm

14%

Real Estate/Law Firm

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

10%

Manufacturing Company

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.

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

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 that platform for good. The business model is to lock in and then keep pumping th...

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 ServiceNow has a very strong module (Performance Analysis) reporting which will ...

What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Product Reports

OpenText Service Manager [EOL]

Download OpenText Service Manager [EOL] product report

Download ServiceNow product report

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Overview

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

OpenText

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

Sample Customers

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

IT Service Management (ITSM)