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 881,114 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

"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."

"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."

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

"JIRA Service Management provides real-time updates to all the stakeholders, and offers the opportunity to create customized communication and track services, enabling more precise real-time changes and a customized version."

"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."

"A good organizational tool."

"The platform is easy to use."

"The dashboards are nicely laid out."

More JIRA Service Management pros

"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."

"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's pretty well-structured in modules."

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

"The initial setup is easy."

"Service Manager does what it should, but it's quite outdated."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"Sometimes, customization is simple. The version we are using now has a nice interface."

More OpenText Service Manager [EOL] pros

Cons

"The product does not allow customization of reports."

"Jira Service Management could improve by offering more control similar to Monday.com, such as easier automations, file addition, and sharing with different people."

"The interface could always be updated and improved."

"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."

"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."

"The solution should be more formalized. It could be more user-friendly."

"I would like to see improvement in the ability to filter completed tasks."

"The licensing model could be improved."

More JIRA Service Management cons

"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."

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

"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."

"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."

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

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

"Service Manager would be improved with access to automation."

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

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"On a scale of one to five, where five is a good price and one is high, I would rate this solution as a three. It isn't cheap but it's not ridiculous."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay."

"It is one of the premium products on the market, but it is very costly, especially in the Indian market."

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

"This is pricey solution. Should we move to using all cloud solutions in our business, we may move to different tools that have multiple functionality versus having a solution for each area. This would be too pricey and we would need to replace Jira with a different solution that also offers other features."

"The price of the solution is becoming expensive and it should be reduced."

"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."

More JIRA Service Management pricing and cost advice

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

"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 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."

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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.

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Comparisons

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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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