JIRA Service Management vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

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: September 2026).

Buyer's Guide

IT Service Management (ITSM)

September 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

"Overall, I would rate Automation Anywhere a nine out of ten."

"Automated data processing is the most valuable feature of Automation Anywhere."

"The AI Agent of Automation Anywhere is very powerful and very good, with accurate, reliable, and faster responses, and it is able to understand the context so that from the next time onwards it delivers exactly what I expect."

"It's very easy for business users to learn Automation Anywhere."

"I found the new feature of integrating Python and HTML the most valuable."

"Bot Runner - The Bot Runner is the machine where you run the bot. You could have multiple bots running in parallel. You only need the Run License to run the bots. The bots report back the execution logs/pass/fail status back to the control room."

"Error handling plays an important role when you schedule a bot because if you are not physically present and something happens, you need to know what has gone wrong."

"The insights provided by the dashboard are excellent."

More Automation Anywhere pros

"JIRA is an excellent tool that can cater to multiple needs and purposes, and the fact that we can use it for multiple tasks alone makes it scalable and very good at what it does."

"Reporting and easy export to Excel spreadsheets."

"It is worth its weight in gold in being able to link everything together and have everything in one place."

"Everyone knows how to use it, so there's no need to teach new members."

"If you are a software development company you need to use JIRA because it aligns with project management."

"We use JIRA Service Management for tracking purposes, planning, and execution."

"We previously used ITAM, BMC Remedy and some other tools, and JIRA Service Management is comparatively better."

"The basic configuration and the basic abilities provided are the most valuable aspects of the solution."

More JIRA Service Management pros

"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."

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

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

"The solution is simple to set up."

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

"It's easy to scale."

"We improved our service levels and have been able to maintain them for the last four and a half years."

"This is our “go-to” application for all ITIL processes globally."

More OpenText Service Manager [EOL] pros

Cons

"There is limited scope for complex decision-making. For instance, a bot can extract invoice details, but it cannot determine if an invoice is fraudulent without AI integration."

"I have not seen bots working efficiently in the area of reporting."

"Anything that can be done to increase the stability from a system standpoint in regards to large-scale systems, which are being used by a number of applications, e.g., Salesforce or Workday."

"Vertical connecting lines would be appropriate within the code, and a collapse/expand feature for code blocks would be ideal."

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"I would like OCR for video and text using the IQ Bot. It should also be available in an email tag format."

"Applications like Microsoft Power Automate do have zero-code systems. I've not done much research on Automtin Anywhere in comparison. However, if Automation Anywhere could also have something of that sort, that would be a game changer."

"Had we had access to the RPA bots in advance, we would have practiced before fully implementing."

More Automation Anywhere cons

"Technical support is not the best and could definitely be improved."

"Jira Service Management should be more user-friendly."

"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC."

"JIRA Service Management could include more AI features."

"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

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

"JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications."

More JIRA Service Management cons

"Technical support is average. It takes too much time to resolve issues in relation to the competency of the technical support engineers."

"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."

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

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

"In the release that we currently have, the biggest challenge was reporting."

"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."

"The stability could be better."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"It is reasonable and affordable. If you consider the tasks that we can get done using this, the pricing is reasonable and affordable."

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"Automation Anywhere pricing and licensing are competitive compared to the other automation vendors."

"Price is where I'm least satisfied. Other vendors are more willing to offer discounts."

"Licensing costs range from $50,000 to $200,000."

"It's very good in terms of cost and pricing."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

More Automation Anywhere pricing and cost advice

"Costs are about $50 per user per year. JIRA is sold in user tiers of 25, 50, 100, 250, 500, 2000, 10,000, and unlimited users. It is bad when you have 51 users then the price is based on that 100 user tier. Users at 100 will be the most cost effective."

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."

"It is a cheaply priced product."

"We need a license because we have a higher number than the free part."

"Licensing can become quite expensive."

"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."

"Jira Service Management has affordable license fees. It's $12 a month per person."

"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

"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."

"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."

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

"The license is not cheap."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Financial Services Firm

14%

Outsourcing Company

10%

Manufacturing Company

Comms Service Provider

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	559

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...

See all answers

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Comparisons

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Compared 11% of the time

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Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian 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 7% of the time

BMC Helix ITSM vs JIRA Service Management

Compared 5% 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 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 7% of the time

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

Compared 7% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

JIRA Service Management

September 2026

Download JIRA Service Management product report

Buyer's Guide

OpenText Service Manager [EOL]

September 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

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September 2026

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