ConnectWise PSA vs OpenText Service Manager [EOL] comparison

ConnectWise and OpenText are both solutions in the Help Desk Software category. Additionally, 100% of ConnectWise users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

ConnectWise PSA

Read 21 ConnectWise PSA reviews

2,275 Views
1,706 Comparison Views

100% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

ConnectWise PSA

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between ConnectWise PSA and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

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Buyer's Guide

Help Desk Software

April 2026

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Helped 893,221 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

ConnectWise PSA

Average Rating

8.2

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

Help Desk Software (15th), Business Management Software (1st), Professional Services Automation (PSA) (1st)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Sivashankar Krishnamoorthie

Associate Director at a outsourcing company with 51-200 employees

Centralized alerts and ticketing have improved SLA compliance and guided infrastructure decisions

For system monitoring and the alert system within ConnectWise PSA, we find it very useful, and its critical alerts are very important for us for ISOs and SOC compliances. The ticketing follow-up system is good, and there are many features that are very good in ConnectWise PSA. We use the time tracking feature with ConnectWise PSA, specifically for SLAs. The time tracking feature helps us improve billing accuracy, as it is really useful in improving the SLA of the tickets. We have different SLAs for different customers, including those who need a response within one hour and those who need a solution in one hour. According to those customer requirements, we have set the SLAs on the platform, and we get alerts if a ticket is going to be nearing the SLA. With the help of that, we improve the turnaround time and achieve the SLAs up to 90 percent maximum. ConnectWise PSA's reporting tools help our decision-making process a lot because, at certain points, we must make critical calls on moving and rebuilding servers. We can see the number of tickets and analyze server performance to make decisions, so it helps in that way.

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Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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

"All the features of ConnectWise Manage are valuable. However, ticketing, customer management, customer communication, technician efficiency, calendars, coding, billing, invoicing, and contract management are available. It's a complete solution. Additionally, the company is responsive with the ability to progress or make necessary changes happen."

"It's definitely one of those tools that is super powerful."

"Contact integration to customers faster way to update the ticket searching for tickets when it is needed."

"We're using the solution for ticketing and billing, and those features are useful."

"The ease of reporting is valuable; we have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that, and it is helpful for measuring how we're doing in our performance."

"The search function is really good, and to have a single place where we have the account information stored is probably most valuable."

"The most valuable feature is the management of projects from start to finish, starting with sales and going right to project delivery, with automation and integration with our other systems and really good usability supported by a very thorough knowledge base."

More ConnectWise PSA pros

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

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

"The solution will streamline productivity and also improve automation, bringing efficiency as well as the ability to handle a big number of enterprise-wide service needs, with productivity and collaborative capabilities being some of the key benefits."

"HP products generally have always been stable, and this is no different."

"It's the point of control for managing issues and offers control in the implementation of the changes."

"I think it's fair to say it is a workhorse; it's extremely reliable, relatively cost effective, scalable, and has good existing integration points."

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

More OpenText Service Manager [EOL] pros

Cons

"The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with helpdesk@connectwise.com to get it forwarded."

"The speed could be better, and the reporting could be a lot better."

"They definitely need better tech support. There is a lot of instances where we are kind of forced to go to them for their support team, it is a slow process and it constantly just feels like they're pretty much sending you to the documentation page that you already would have found, rather than actually offering direct assistance."

"ConnectWise Manage can improve by having more integration with different software and have the process simple."

"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working."

"The cloud platform has some slow days, which is an issue."

"ConnectWise PSA’s graphical interface is a little old."

"Has a very outdated 90s interface and not all features are accessible via the mobile app."

More ConnectWise PSA cons

"The interface could be better."

"Stability was a major issue in older versions of the product."

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

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

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

"Test manager and knowledge management areas are probably amongst the worst parts of this solution."

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"I don't see anything lacking."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"There are some different add-ons and benefits that are optional and come at an additional cost."

"The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."

"The pricing of ConnectWise Manage is reasonable."

"The pricing is not based on my clients so much as it is on how many people I have accessing the system, and I think it's pretty good."

"I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."

"We're paying $940 a month for 14 users."

"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."

"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."

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Top Industries

By visitors reading reviews

Construction Company

11%

Performing Arts

10%

Financial Services Firm

Manufacturing Company

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	18
Midsize Enterprise	3
Large Enterprise	1

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

Questions from the Community

What is your experience regarding pricing and costs for ConnectWise Manage?

We are purchasing 1,000 seats per year, so I am aware of the pricing and we are getting it at a dealer's price. The pricing of ConnectWise PSA is affordable, although the only part where I find the...

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What needs improvement with ConnectWise Manage?

The only area of ConnectWise PSA that I find could be improved is in configuring everything, as we have to take help from support or raise a ticket with to get it forwarded. The configuration part...

See all answers

What is your primary use case for ConnectWise Manage?

I have been working with ConnectWise PSA for the past four years, and we are using the platform for our ticketing system and to automate systems. My main use cases with ConnectWise PSA include taki...

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Comparisons

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Compared 6% of the time

Kaseya BMS vs ConnectWise PSA

Compared 5% of the time

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Compared 19% of the time

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Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL]

Compared 7% of the time

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Product Reports

Buyer's Guide

ConnectWise PSA

May 2026

Download ConnectWise PSA product report

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Also Known As

ConnectWise Manage

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

ConnectWise PSA provides cloud-based features for seamless customer management, efficient ticketing, and enhanced technician productivity. With integration capabilities, it supports contract management, sales operations, inventory tracking, and billing flexibility, meeting diverse needs of users.

ConnectWise PSA addresses core functionalities such as customer relations management and IT issue management. It simplifies operations through critical alerts, SLA management, and comprehensive reporting tools, providing decision-makers with valuable insights. Complex contract support, along with integration capabilities, allows existing systems to function smoothly within the ConnectWise ecosystem. Users benefit from automated procedures, shortcuts, and search functionalities that streamline processes and improve efficiency in project management, financial tracking, and inventory maintenance.

What features define ConnectWise PSA?

Cloud-based Functionality: Ensures easy access and management across platforms.
Ticketing System: Enhances customer management and improves operational efficiency.
SLA Alerts and Reporting: Provides timely insights for better decision-making.
Automation and Shortcuts: Streamlines processes to increase productivity.
Seamless Integration: Works with existing systems, improving resource management.

What benefits should be expected?

Improved Technician Efficiency: Facilitates quick service delivery and task management.
Enhanced Customer Management: Provides vital tools for maintaining strong client relations.
Decision-Making Support: Offers robust reporting tools for strategic planning.
Billing Flexibility: Adapts to varied financial needs.

In industries like IT services, managed service providers utilize ConnectWise PSA for effective ticket management and comprehensive service desk functionalities. The platform facilitates tracking sales and managing endpoints, ensuring swift access to client configurations. Organizations leverage procurement and dispatch scheduling capabilities for streamlined operations. By integrating MSP Help Desk functionalities, they enhance invoice management and bulk ticket management, supporting optimum service delivery.

ConnectWise

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

OpenText

Sample Customers

IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels

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