OpenText Service Manager [EOL] vs ServiceNow vs vRealize Business for Cloud [EOL] comparison

vRealize Business for Cloud...

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Read 10 vRealize Business for Cloud [EOL] reviews

100% willing to recommend

OpenText Service Manager [EOL]

vRealize Business for Cloud...

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL], ServiceNow, and vRealize Business for Cloud [EOL] 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: January 2026).

IT Service Management (ITSM)

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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:

Featured Reviews

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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MichaelTang1

Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees

Seamless data integration and advanced automation improve service delivery efficiency

I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.

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ThomasMeyer

Solutions Architect and project manager at MIB leipzig

Complete solution for automation, orchestration, and end-to-end lifecycle management

The most valuable feature is automation. With the automation, you can easily and quickly implement it by deploying gnashing on virtual environments. It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems. So automation helps us to do our work quickly and easily. VMware vRealize has standardized systems for doing work after the deployment. First, you have to set up the language on the system itself. Then there are vRealize's orchestration features. You can implement code in your deployment script to do this configuration automatically. So the orchestrator is a beneficial component. With this, you can implement automatic language selection and automated integration. In other systems, you can implement a multi-blueprint or multi-system environment to deploy the entire database environment and applications on this database with one click. The lifecycle manager is also essential. In version 7.5, you must provide a dir example username and password to access the Citrix server and controller. What's more, you have to include this in your script or your code. But in version 8, you can provide the username and password or store them in the lifecycle manager. So then you can pick it up from there. And that's the only location where you have to change the password. You don't have to change it in every script. That's a massive improvement in version 8.

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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

"It helps to register things, to see the changing parts, and to correlate incidents."

"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."

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

"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."

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

"It gives us better understanding and control of service management."

More OpenText Service Manager [EOL] pros

"I don't have to look through a whole bunch of other incidents that aren't relevant to me. It's very useful in that sense."

"Identifies better ways to license software or eliminate unused software to save money."

"The workflow makes things extremely efficient and it improves effectiveness."

"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."

"We have found change management and CMDB to be very useful."

"Overall, I rate ServiceNow 10 out of 10."

"Flexibility is the most valuable feature of ServiceNow, that is, being able to modify it to do what we need it to do."

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

More ServiceNow pros

"The most valuable feature is the metering capability."

"This solution has made us aware that we are over-provisioning our virtual machines."

"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."

"The most valuable feature is that it allows us to compare the billing between the clouds."

"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."

"I like the integration with other applications or vendors."

"The product provides excellent daily reports."

"The flexibility is the product's most valuable feature."

More vRealize Business for Cloud [EOL] pros

Cons

"I don't see anything lacking."

"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."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

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

"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."

"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."

"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."

"Pure cloud-based native functionality is lacking."

More OpenText Service Manager [EOL] cons

"The solution could improve by being more stable."

"Complexities in the organization made the initial deployment complex."

"The reporting, which also includes dashboards, needs to be improved, and there should also be the ability to turn on and off portions of Project Management. Currently, as soon as you install the new version, you've got to go back there and make all the tweaks. There should be just a configuration file that goes to the new version. The Project Management module does not leverage the knowledge base the way it should, and there is no built-in ability to get to the articles. Resource management should be easier. It would be amazing if they can make resource management a little bit more graphical. There are other solutions that I've seen where resource management was a more visual experience."

"Their GUI could be updated."

"I do not like the user interface."

"One area of improvement is the user interface."

"I would like the reporting aspect to be better, including the graphs. It could have some way for us to easily to export to a csv or spreadsheet so that if a graph cannot be provided by ServiceNow itself, we would be able to use other applications to create them. Also, if there was a feature that enabled us to interact with end users directly from ServiceNow, like an instant-messaging type of feature, that would be great."

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

More ServiceNow cons

"The solution's private cloud is much too expensive."

"Better integration with other VMware toolsets would be beneficial."

"The product needs some investment in configuration. I would like to see better and more optimized configuration in the tool's future releases."

"I would like it if they could provide their customers with more qualified support."

"The pricing model is complicated and would be more predictable if it were simplified."

"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."

"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."

"The knowledge base is not available for the engineers, which is something that needs to be improved."

More vRealize Business for Cloud [EOL] 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."

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

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."

"We are happy with the pricing."

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

"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."

"The price of this solution is expensive."

"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."

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

More ServiceNow pricing and cost advice

"The product is a cost-effective solution."

"It's expensive, which is one of the problems with this solution."

"The pricing model is complicated."

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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881,821 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Computer Software Company

10%

Performing Arts

10%

Educational Organization

Financial Services Firm

12%

Manufacturing Company

10%

Computer Software Company

Government

No data available

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	55
Midsize Enterprise	35
Large Enterprise	166

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

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Earn 20 points

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 do you like most about ServiceNow?

The solution has a user-friendly interface.

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Comparisons

SCSM vs OpenText Service Manager [EOL]

Compared 20% of the time

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

Compared 17% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 15% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 12% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 12% of the time

More OpenText Service Manager [EOL] Competitors

BMC Helix ITSM vs ServiceNow

Compared 6% of the time

IBM Maximo vs ServiceNow

Compared 5% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Zendesk vs ServiceNow

Compared 4% of the time

Pega Platform vs ServiceNow

Compared 4% of the time

More ServiceNow Competitors

No data available

Product Reports

OpenText Service Manager [EOL]

Download OpenText Service Manager [EOL] product report

Download ServiceNow product report

vRealize Business for Cloud [EOL]

Download vRealize Business for Cloud [EOL] product report

vRealize Business for Cloud [EOL] report

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

VMware IT Business Management Suite, VMware ITBM, IT Business Management Suite, Digital Fuel

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.”

VMware IT Business Management Suite offers in three editions: Standard, Advanced, and Enterprise. VMware IT Business Management Suite provides transparency and control over the cost and quality of IT services. By providing a business context to the services IT offers, IT Business Management helps IT organizations shift from a technology orientation to a service broker orientation, delivering a portfolio of IT services that align with the needs of line of business stakeholders. With benchmarks providing objective evidence, IT Business Management also provides the fact-based approach needed to minimize the cost of IT while maximizing the value IT delivers to its customers. Greater transparency and alignment, and the continuous improvement of IT services they enable, support IT as it seeks to develop competitive advantage through major IT transformation initiatives such as cloud, mobility and data center modernization.

Broadcom

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

Rent-A-Center, SAIC - (Science Applications International Corporation), Tribune Media, iGATE, EMC, Deutsche Telekom, GEFCO, Banca Ifis

IT Service Management (ITSM)