Cherwell Service Management vs OpenText Service Manager [EOL] comparison

Ivanti and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Cherwell Service Management and OpenText Service Manager [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: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 2026

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Helped 908,800 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

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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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Quotes from Members

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

Pros

"Looking at overall feasibility from features to costing perspective, I strongly feel Automation Anywhere offers a lot of features and scalability and is a very good tool overall and people who have not tried should give a try and put some hands-on."

"We have received 70 percent optimization using this solution."

"This solution has decreased the time that our employees spend on manual processes."

"We have had a very good experience with Automation Anywhere and we are very happy with the solutions."

"Automation Anywhere has improved our company a lot. The SLA of some tasks that we need to deliver to some clients has improved greatly."

"Automation Anywhere has made it very easy for you to install, they've got the tools to make it very simple for you to create a quick, small application and to get out there."

"The OCR feature in Automation Anywhere is the best I have encountered, even better than Google."

"Now, we can have the bot check all of them."

More Automation Anywhere pros

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"All our activities are carried out in the one place."

"We use the solution every day and quite extensively."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

More Cherwell Service Management pros

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

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"It helped us conform with ITIL service management requirements."

"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 application's performance reached a completely different level; so it's quite fast."

"It's flexible in terms of configuration and making changes."

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

"So far, Micro Focus answers all our needs."

More OpenText Service Manager [EOL] pros

Cons

"I believe there is room for improvement in Automation Anywhere, particularly in their training programs, which need more development."

"It needs to have more options for integrating with other tools."

"The solution should include an analytics dashboard. As the space is maturing, many vendors sell functionalities as separate components so this is not unique to the solution."

"I would like to see them expand the service catalog with RCA add-ons to the current RPA package."

"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."

"For my organization specifically, the challenge is with Automation Anywhere upgradation. We have more than 100 bots that were developed five years ago."

"The Excel part needs improvement because we use it as a database. Right now, we are using UiPath for this feature, as that RPA tool allows us to sort, search, and filter in Excel databases."

"Using Automation Anywhere is neither easy nor hard, but against IBM Robotic Process Automation, IBM Robotic Process Automation wins."

More Automation Anywhere cons

"The stability, specifically in the on-premises deployment model, could be improved."

"The support from the actual manufacturer is poor."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Agile delivery should be supported."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Access is only available if we're on VPN."

"The solution could be more user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

More Cherwell Service Management cons

"I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it."

"The interface could be better."

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

"Life cycle management is a drama."

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

"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."

"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."

"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."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The price of this product is good."

"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."

"We're paying a monthly subscription fee for the bot and for services. There are no additional costs beyond the standard licensing fee."

"We have seen about a 10 percent monetary savings."

"The price of Automation Anywhere is a little higher than some of the competition, such as UiPath. However, depending on the use case and other factors we are able to receive some discounts."

"There is a free trial so that they can get an overview, and there are different licenses that are very affordable and can suit every business model."

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

"The licensing cost of Automation Anywhere is better than UiPath and Blue Prism."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

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

"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."

"The license is not cheap."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

12%

Manufacturing Company

Computer Software Company

Energy/Utilities Company

Construction Company

16%

Financial Services Firm

13%

Outsourcing Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

No data available

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

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...

See all answers

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...

See all answers

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.

See all answers

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Cherwell Service Management

Compared 17% of the time

BMC Helix ITSM vs Cherwell Service Management

Compared 14% of the time

Freshservice vs Cherwell Service Management

Compared 8% of the time

Ivanti Neurons for ITSM vs Cherwell Service Management

Compared 6% of the time

JIRA Service Management vs Cherwell Service Management

Compared 4% of the time

More Cherwell Service Management Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 9% of the time

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

Compared 8% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

July 2026

Download Cherwell Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

July 2026

Download OpenText Service Manager [EOL] product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

OpenText

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

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

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

OpenText

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

resultspositive, Globicon

Buyer's Guide

IT Service Management (ITSM)

July 2026

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