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.

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Executive SummaryUpdated on Apr 5, 2026

OpenText Service Manager [EOL] and JIRA Service Management are competing products in the IT service management field. Analysis suggests that JIRA Service Management has the upper hand due to its robust feature set and perceived value to cost ratio.

Features: OpenText Service Manager [EOL] offers comprehensive ITIL-aligned processes, customizable modules, and robust incident management. JIRA Service Management provides an agile collaborative workspace, integration capabilities, and real-time reporting tools, reflecting a modern approach adaptable to various workflows.

Room for Improvement: OpenText Service Manager [EOL] could benefit from reducing its implementation complexity, enhancing cloud capabilities, and updating its user interface. JIRA Service Management could improve by simplifying advanced customization, enhancing offline capabilities, and expanding integrations beyond the Atlassian ecosystem.

Ease of Deployment and Customer Service: OpenText Service Manager [EOL] may encounter lengthy deployment times due to complexity and need for extensive customization. JIRA Service Management offers a streamlined deployment with readily available support and extensive documentation, with an advantage in ease of onboarding due to its cloud-native approach.

Pricing and ROI: OpenText Service Manager [EOL] may involve higher upfront costs and a longer timeline to realize ROI due to extensive customization needs. JIRA Service Management provides competitive pricing with quicker ROI, emphasizing flexibility and cost-effectiveness, making it a preferred choice for organizations seeking value and agility.

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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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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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

"Of the bots which work, they have automated three of the most time consuming tasks and completely freed up one person to do real work."

"By automating those processes we achieved high ROI, great customer satisfaction, better STP, reduced manual work, reduced processing time, high accuracy, and 24/7 working capacity with the AA bots."

"Because it reduced the time duration of our processes, our costs went down."

"We are making less mistakes and have more metrics available to understand what our problems are. Now, we can do root cause analysis and have less noise in the system during the process."

"The cognitive automation gives us an edge towards intelligence using IQ Bot, and this allows us to integrate and give a combined solution to a customer."

"The bottom line is that it is extremely simple and developer-friendly."

"We are getting massive efficiencies across our back office, internally."

"Automation Anywhere is quite easy to use for users who are not technical, especially business users."

More Automation Anywhere pros

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

"For anyone considering JIRA Service Management, I would advise that it is an excellent project management tool suitable for product management across small to large scales."

"Atlassian Customer service is some of the best I have experienced."

"The initial setup is straightforward."

"My advice to users is that JIRA Service Management is a good project management tool to handle projects respectively and efficiently."

"The most valuable features are the management tools."

"Everything is good on the JIRA Service Management, in terms of what they have provided."

"Auditing team uses this solution to track audit findings and follow-up."

More JIRA Service Management pros

"Stability, lower operation costs, and straight process implementation."

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

"Incident management is the most valuable because we're using it to manage tickets for an accounting system."

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

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

"It's pretty well-structured in modules."

"The initial setup is easy."

"Service Manager gives us a single system where everything is centralized in one base."

More OpenText Service Manager [EOL] pros

Cons

"The setup is complex because there is a lot of customization."

"The inclusion of word packages would help us to extract data from Word and automate word-related activities easily."

"Improving on the ease of use and user experience of Automation Anywhere (AA) could help."

"Object cloning is a component of the solution that seems to be unstable, as it apparently stops working for no reason."

"We have faced some downtime and crashes with the system, but with the cooperation of the Automation Anywhere team, we have been able to contain that."

"I would like to have the ability to schedule bots by whichever one is available."

"Excel functionalities, the macro interface can be improved in the next release of RPA platform Automation Anywhere. Functionalities such as maneuvering on the excel worksheets, increased capability to manipulate formulae, and other Excel functionalities will give Automation Anywhere and edge in the RPA platform category since most financial applications use a lot of Excel and macro sheets for their calculations and postings."

"It would be better to make it more user-friendly so that individuals with no experience can pick it up pretty quickly."

More Automation Anywhere cons

"The platform should be more user-friendly. JIRA's user interface needs training to understand and utilize."

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

"The customizations in Jira could be improved by being simplified. They are currently very complex."

"An AI feature that enables automation and alerts for users can be an improvement."

"Lacks an interface where the customer can report issues."

"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."

"The initial setup is very complex."

"At this stage, I would give it a five out of ten. This is mostly because we rely on other products for certain services or features."

More JIRA Service Management cons

"Part of our reason for moving away from Service Manager is that HP was not on the leading edge of the technology and was consequently being surpassed by SaaS offerings."

"The interface could be better. It's hard to integrate as there's no interface in place for the solutions to interface with each other."

"My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user."

"The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version."

"The solution does not interface well with other products and is difficult to implement."

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

"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."

"The stability could be better."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"The starting price, which is a one-off fee is a bit high and this may deter mid and small-sized companies from acquiring and decide to shun the platform."

"Automation Anywhere is somewhat expensive. The prices are slightly higher, but if you need something, you must pay for it."

"Because it reduced the time duration of our processes, our costs went down."

"The current pricing for Automation Anywhere seems a little higher compared to competitors Power Automate or UiPath. Automation Anywhere is perceived as pricey due to the support model charges ranging from 20% to 30% based on the plans."

"Automation Anywhere offers a subscription-based licensing model for cloud, on-premises, and hybrid deployments."

"The price is a little bit high but the support is good."

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

More Automation Anywhere pricing and cost advice

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

"We have an annual license with JIRA Service Management, but it is billed monthly."

"It is a cheaply priced product."

"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."

"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."

"It depends on the number of users but it starts at $20 per month per user. I would rate them a three out of five for pricing."

"Buying a software solution is only a half part of the solution (or even less). You need to optimize usage of the software by hiring professionals who will help you to make the most of the software, especially in the beginning."

"The pricing is very competitive and I think that it is okay."

More JIRA Service Management pricing and cost advice

"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 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."

"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

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Financial Services Firm

14%

Manufacturing Company

Outsourcing Company

Educational Organization

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

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	25
Large Enterprise	34

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

What is your favorite Help Desk Software and why?

JIRA Due to its agility.

See all answers

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

While licensing is costly, setting up JIRA Service Management is overall good because the vendor helped me, and I als...

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What needs improvement with JIRA Service Management?

I feel JIRA Service Management could be better if the APIs from the sponsoring team provided more support and flexibi...

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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

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ServiceNow vs JIRA Service Management

Compared 11% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 5% of the time

Atera vs JIRA Service Management

Compared 4% of the time

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ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 9% of the time

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

Compared 9% of the time

Clarity SM 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

JIRA Service Management

August 2026

Download JIRA 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)

JIRA Service Desk, Atlassian Jira Service Management

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

Atlassian

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

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

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

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)

July 2026

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