JIRA Service Management vs OpenText Service Manager [EOL] comparison

Atlassian and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 93% of Atlassian users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

JIRA Service Management

Read 88 JIRA Service Management reviews

5,130 Views
3,642 Comparison Views

93% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

JIRA Service Management

OpenText Service Manager [EOL]

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

OpenText Service Manager [EOL] and JIRA Service Management compete in the IT service management space. JIRA Service Management often has the upper hand due to robust features and flexibility.

Features: OpenText Service Manager [EOL] offers extensive customization capabilities, integration options, and an intuitive interface for managing complex IT environments. JIRA Service Management provides agile issue-tracking, project management functionalities, and seamless integration within the Atlassian suite, catering to modern IT workflows.

Room for Improvement: OpenText Service Manager [EOL] could improve by reducing the complexity of deployment, enhancing the user interface, and offering better cloud capabilities. JIRA Service Management could improve integration speed, simplifying user operations, and offering more out-of-the-box features without plugins.

Ease of Deployment and Customer Service: OpenText Service Manager [EOL] has a steeper learning curve and often requires dedicated resources and specialized training. JIRA Service Management offers a straightforward deployment process with extensive online resources and a community support system, enhancing customer experience.

Pricing and ROI: OpenText Service Manager [EOL] might offer competitive initial pricing but can incur higher total costs due to extended deployment and custom configurations. JIRA Service Management offers flexible pricing tiers and provides a quicker ROI with a cost-effective approach due to its quick setup and adaptability.

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

Buyer's Guide

IT Service Management (ITSM)

December 2025

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Helped 881,082 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

JIRA Service Management

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Help Desk Software (2nd), IT Service Management (ITSM) (2nd)

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

Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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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

"The query language and the ability to create views of the data are very useful."

"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."

"The simplicity is good for our clients. The price is good."

"It's a good experience."

"The most valuable features of this solution are Incident and Request Management."

"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"Developing processes is easy and user-friendly."

More JIRA Service Management pros

"Technical support is pretty good."

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

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

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

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

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

"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."

"It can adapt to any process in the organization."

More OpenText Service Manager [EOL] pros

Cons

"In-built chat is missing in JIRA Service Management."

"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."

"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."

"There is room for improvement in the user interface and the queues."

"I think the performance can be better."

"The performance in cloud service management could be improved."

"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."

"The pricing could be better."

More JIRA Service Management cons

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

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

"The interface could be better."

"Pure cloud-based native functionality is lacking."

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

"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."

"I don't see anything lacking."

"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."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"We have paid $20,000 recently for a one-year license for our on-prem server."

"The pricing is free for us because we are an associate partner for the product."

"The cost has recently increased. It might be around $20 to $25 per user license."

"JSM's pricing is one of the best, starting at around $10 per user, per month, with volume discounts available."

"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."

"I am using the free version, but my clients are paying for it. When they start, they evaluate it for 30 days, and after seeing the value, they move to its paid version."

"It costs around $150 to $200 per user."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

More JIRA Service Management pricing and cost advice

"The license is not cheap."

"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."

"HP Service Manager has moderate pricing."

"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."

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Top Industries

By visitors reading reviews

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

Computer Software Company

13%

Performing Arts

11%

Manufacturing Company

10%

Educational Organization

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

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

Questions from the Community

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

See all answers

What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

See all answers

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Comparisons

ServiceNow vs JIRA Service Management

Compared 15% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 9% of the time

PagerDuty Operations Cloud vs JIRA Service Management

Compared 8% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 6% of the time

More JIRA Service Management Competitors

SCSM vs OpenText Service Manager [EOL]

Compared 19% of the time

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

Compared 19% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 17% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

JIRA Service Management

January 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

January 2026

Download OpenText Service Manager [EOL] product report

Also Known As

JIRA Service Desk, Atlassian Jira Service Management

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Overview

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

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

OpenText

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

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Buyer's Guide

IT Service Management (ITSM)

December 2025

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