OpenText Service Manager [EOL] vs ServiceNow vs SysAid comparison

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OpenText Logo
1,329 views|899 comparisons
79% willing to recommend
ServiceNow Logo
18,901 views|11,428 comparisons
91% willing to recommend
SysAid Logo
851 views|402 comparisons
90% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between OpenText Service Manager [EOL], ServiceNow, and SysAid based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
769,479 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It's easy to scale.""The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits.""Sometimes, customization is simple. The version we are using now has a nice interface.""It's pretty well-structured in modules.""The initial setup is easy.""It helps to register things, to see the changing parts, and to correlate incidents.""Service Manager's best features are flexibility and customizability.""It gives us better understanding and control of service management."

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"For the nuts and bolts running of an IT organization, I can't really say there's anything lacking feature-wise.""It provides internal clients with greater transparency about their projects and deliverables.""ServiceNow provides quite good insights about what is happening in the organization.""I find almost all the features valuable. It can do nearly everything except make your coffee, as my colleagues always say. It's got pros and cons, like every software, but the good thing about it is that it has a very structured approach.""It is user-friendly and simple to use.""It is easily configurable and has a good developer society online, available for any issues from the backend.""The flow designer feature of ServiceNow has had the biggest impact on our productivity because it has helped me reduce manual efforts by creating automation and robotics.""I like the incident module, which is useful for tracking your incidents and other things. It is a reliable solution."

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"The service desk orchestration, overall, is good. It allows an organization to build that service desk concept into its organizational and support strategy. And it allows an organization to digest that and create a support model very quickly around the tools. The fact that the tools are integrated within the system itself gives the organization a really robust way to integrate everything and have a complete support model.""SysAid is more user-friendly, and its configuration is easier than other tools.""The solution can scale.""I would say the overall flexibility of the product is its most valuable feature.""All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on.""The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow.""It's really customizable. It's very user-friendly to change very quickly. We've developed lots of custom forms and things, without any need for thousands of accounting consultants which was one of our main aims of it.""The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

More SysAid Pros →

Cons
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system.""The solution does not interface well with other products and is difficult to implement.""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.""With the new version moving toward the codeless configuration is good, but it's losing flexibility.""The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky.""Customization can be difficult at times because scripting is often required.""The product's technical support services need improvement.""Service Manager would be improved with access to automation."

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"I would like to see Advanced Intelligent Automation.""if I consider from the IT operations management side, ServiceNow is pretty premature on some things, especially the discovery, while the other tools like Micro Focus and BMC Remedy, those that have been in the market for quite some time. ServiceNow is evolving itself in the discovery piece of the future.""Their cloud management is also not that great compared to other products.""We don't have a huge amount of password reset requests, but the minimum package of resets that ServiceNow offers is much more than we need.""It's a little expensive compared to other tools.""I would like to see more functionality in terms of custom workflows, not impacting the overall platform health.""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.""Integration capabilities can improve."

More ServiceNow Cons →

"We would like them to approve the security functionalities, e.g., management security features.""There is a learning curve for the users.""Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that.""So far, we're very happy with the new integration. The only thing that I would like to see is for them to improve asset management so that it's more usable. We looked at it once and we didn't find it quite usable for us. That's why we didn't use it. We haven't looked into the new one yet but the asset management is something that can be improved even more and patch management is not as good as it could be.""The administrative side of the user interface could be a little more user-friendly. It is easier for me to export our reports into Excel, then do a server retrieval and get the information. Whereas, to do a report, you have to go through a configuration type of process, which is kind of difficult and complicated. I have been using this solution for two years now and I still haven't gotten the hang of the reports.""SysAid has fewer AI features compared to other tools.""Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help.""The automation needs improvement. The workflow has some improvements to do. There's some stuff that they are working on like having cascaded fields. For example, we're categorizing tickets by location, by site and by building and then by data room within a data center. At the moment they're all separate fields."

More SysAid Cons →

Pricing and Cost Advice
  • "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."
  • "The license is not cheap."
  • "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."
  • More OpenText Service Manager [EOL] Pricing and Cost Advice →

  • "The first impact for the customer is that it is expensive, but do not forget that it is a solution that includes infrastructure; a single cost, easy to justify."
  • "It has a higher cost compared to local/regional solutions."
  • "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."
  • "It's sold as a less expensive solution, but it has to be highly modified. That's where you get into the cost."
  • "ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
  • "ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
  • "Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."
  • "Initially, the licensing model ServiceNow came up with was very good. But now, from a licensing perspective, they are changing their model day by day. It is becoming a bit expensive for customers."
  • More ServiceNow Pricing and Cost Advice →

  • "The pricing of SysAid is less than its competitors."
  • "Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."
  • "Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."
  • "SysAid is a good solution, especially from a pricing perspective."
  • "We saw our investment back at the end of year one."
  • "Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."
  • More SysAid Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:The product's technical support services need improvement.
    Top Answer:We use the product for infrastructure, profile, and incident management.
    Top Answer:The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that… more »
    Top Answer:Hi Netanya I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp.  Because… more »
    Top Answer:It is user-friendly and simple to use.
    Top Answer:SysAid is more user-friendly, and its configuration is easier than other tools.
    Top Answer:Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products… more »
    Top Answer:With SysAid, most of the customers are requesting a native mobile application. SysAid has fewer AI features compared to… more »
    Ranking
    17th
    out of 59 in Help Desk Software
    Views
    1,329
    Comparisons
    899
    Reviews
    6
    Average Words per Review
    319
    Rating
    7.0
    1st
    out of 59 in Help Desk Software
    Views
    18,901
    Comparisons
    11,428
    Reviews
    23
    Average Words per Review
    420
    Rating
    8.4
    20th
    out of 59 in Help Desk Software
    Views
    851
    Comparisons
    402
    Reviews
    2
    Average Words per Review
    471
    Rating
    8.5
    Comparisons
    Also Known As
    Micro Focus Service Manager, HPE ITSM, HPE Service Manager
    Learn More
    Overview

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

    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.

    Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view. Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.

    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    
    Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank
    Top Industries
    REVIEWERS
    Financial Services Firm31%
    Comms Service Provider14%
    Aerospace/Defense Firm10%
    Pharma/Biotech Company7%
    VISITORS READING REVIEWS
    Computer Software Company20%
    Financial Services Firm14%
    Manufacturing Company12%
    Comms Service Provider7%
    REVIEWERS
    Computer Software Company17%
    Financial Services Firm15%
    Manufacturing Company11%
    Insurance Company8%
    VISITORS READING REVIEWS
    Educational Organization22%
    Computer Software Company11%
    Financial Services Firm10%
    Government7%
    REVIEWERS
    University29%
    Healthcare Company29%
    Leisure / Travel Company14%
    Transportation Company14%
    VISITORS READING REVIEWS
    Computer Software Company13%
    Financial Services Firm10%
    Insurance Company8%
    Retailer8%
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise8%
    Large Enterprise73%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise18%
    Large Enterprise64%
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise65%
    VISITORS READING REVIEWS
    Small Business15%
    Midsize Enterprise30%
    Large Enterprise56%
    REVIEWERS
    Small Business50%
    Midsize Enterprise10%
    Large Enterprise40%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise14%
    Large Enterprise59%
    Buyer's Guide
    Help Desk Software
    April 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: April 2024.
    769,479 professionals have used our research since 2012.