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

5,671 Views
4,140 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: January 2026).

Buyer's Guide

IT Service Management (ITSM)

January 2026

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Helped 881,757 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

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

"The dashboards in Jira have been the most useful feature."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"One of the valuable features is that an automatic response or action can be taken on tickets."

"The most valuable features are the management tools."

"The automations will really help the company by delegating work the way your company operates."

"The solution offers lots of information on the website to assist with technical queries. There are also many community sites to help you troubleshoot any problems."

"Transparency of the system helps both internal and external persons involved."

More JIRA Service Management pros

"Service Manager's best features are flexibility and customizability."

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

"Technical support is pretty good."

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

"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."

"Its flexibility and ease of customization are its most valuable features."

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

More OpenText Service Manager [EOL] pros

Cons

"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."

"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."

"The product does not allow customization of reports."

"Generally requires the purchase of additional plugins."

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

"I'd like to update the dashboard so that more features are available."

"I am not familiar if there's an integration with Visual Studio from Jira."

"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."

More JIRA Service Management cons

"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."

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

"Their end-user interface and technical support features could be improved."

"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."

"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."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"Pure cloud-based native functionality is lacking."

"I don't see anything lacking."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

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

"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."

"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."

"JIRA Service Desk has different pricing as it is based on agents. On average, the price is about $300 per agent."

"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."

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

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

"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."

"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."

"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."

"The license is not cheap."

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Top Industries

By visitors reading reviews

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Marketing Services Firm

12%

Computer Software Company

10%

Performing Arts

10%

Educational Organization

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.

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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 7% of the time

Zendesk vs JIRA Service Management

Compared 6% of the time

Freshservice vs JIRA Service Management

Compared 6% of the time

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SCSM vs OpenText Service Manager [EOL]

Compared 19% of the time

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

Compared 17% of the time

ServiceNow vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 12% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 12% 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)

January 2026

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