ManageEngine ServiceDesk Plus vs OpenText Service Manager [EOL] comparison

Why PeerSpot?

ManageEngine and OpenText are both solutions in the IT Service Management (ITSM) category. Additionally, 91% of ManageEngine users are willing to recommend the solution, compared to 79% of OpenText users who would recommend it.

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Executive Summary

We performed a comparison between ManageEngine ServiceDesk Plus and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, Teclib' and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: October 2026).

Buyer's Guide

IT Service Management (ITSM)

October 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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Mostafiz Miah

Sr. Presales & Technical Lead at Elitbuzz Technologies Ltd

Automation has transformed daily request handling and now tracks every customer interaction

ManageEngine ServiceDesk Plus helps my team manage and resolve requests compared to previous methods as we previously managed things through paperwork and diaries. After deploying ManageEngine ServiceDesk Plus, whenever any customer request comes, we provide the customer a product demo if they ask about the products. We then convert that request to a lead, which is converted to a demo, and then to the product POC, allowing us to follow up every stage of the requests. Everything can be tracked from ManageEngine ServiceDesk Plus, whether at the closing stage or the initial stage. I use ManageEngine ServiceDesk Plus daily in a unique way because previously everyone managed their own tracking system through their diary, but now everyone inputs data into this solution so that at the end of the day, we can get reports on how many leads we have taken care of and when they need to be taken care of. This information is visible from the ServiceDesk tool, and using the dashboard, we can easily identify it, providing an at-a-glance view. The best features ManageEngine ServiceDesk Plus offers for my team include automating manual tasks, which allows whatever tasks we previously did manually to be converted into automatic tasks. Currently, they have also introduced Zia, a very helpful solution for us. Using Zia, we can search for anything, not only inside the tool but also outside, integrating it with ChatGPT and Teams, and it can integrate with other ManageEngine solutions as well as solutions such as Jira and ServiceNow. When we integrate our network monitoring solutions with ManageEngine ServiceDesk Plus, it automatically raises an incident ticket and assigns it to the right team whenever any incident has occurred, which saves us time and reduces manual tasks. Previously, we had to communicate to the right people through mail or phone calls after an incident, but now the incidents are automatically converted and assigned to the relevant support groups along with the SLA. The integration with Teams allows us to raise tickets without logging into the portal, and we can see the ticket status and add comments through Teams, which is very helpful. Additionally, mail integration can automatically convert emails into tickets, adding further efficiency. ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction. Previously, customers managed service requests, incidents, changes, and problems manually, but after integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.

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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

"AA has improved our digital strategy extensively and provided the required leverage to place ourselves above other peers in the O&G Industry. We were able to develop quick digital solutions by demonstrating the ROI and gain momentum by aligning the desired resources & budget from leadership."

"It is easy to use for non-technical people, with a simple drag-and-drop interface, so they don't need to be technically savvy to automate their processes."

"The best features of Automation Anywhere include the user interface, which is quite easy to use now compared to its previous versions that were more difficult, and all code is visible during coding, showing what is going ahead and what follows in the code, which is not available in other RPA tools such as UiPath, making it a standout feature."

"Its integration with source control is very refreshing. There could be a little bit more maturity around how to do some of the features, but not having to go outside the app, not having a separate set of procedures, allows you to check in and check out right from within the app. You can make edits and uploads and undo your checkouts."

"It integrates with different types of applications, so we can automate our business partners' redundant, repetitive tasks."

"No review content was provided."

"The most valued feature of Automation Anywhere is its Excel functionality; earlier in my career, I used Process Studio as my RPA tool and there was no flexibility of retrieving single cells, but Automation Anywhere has the flexibility to extract data from Excel."

"It is highly scalable on cloud and virtual machines."

More Automation Anywhere pros

"The product scales up effortlessly and you can easily add users."

"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."

"This solution has helped a lot by freeing up valuable time, allowing the IT personnel to work on other more critical areas, key projects, and perform their fundamental job requirements on time without interruption."

"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but also users' requests."

"My advice to people thinking of implementing this product: It's a good product; we found good experiences and reviews about it on the internet, in terms of how easy it is to use and its quality."

"ManageEngine ServiceDesk Plus has positively impacted our organization, particularly in customer satisfaction."

"This product is our helpdesk solution and we use it for call logging and management."

"Response time for level two and level three questions is very fast."

More ManageEngine ServiceDesk Plus pros

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

"We mostly use it as a platform for our service desk to streamline and optimize."

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

"Micro Focus Service Manager is fine."

"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."

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

"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."

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

More OpenText Service Manager [EOL] pros

Cons

"One area where I can see room for improvement is the training material that is available."

"The optical character recognition of various documents and templates, particularly when using the Arabic language, has room for improvement."

"Debugging can be particularly tricky; identifying the exact reasons for bot failures can be time-consuming."

"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."

"Queues are great but need improvement. They are helpful because most of the automations are transaction-based."

"Additionally, the user interface is quite outdated and could be more user-friendly. The licensing cost is also too high, which means many small-scale industries may not choose this product."

"Automation Anywhere could improve the developer experience by making bot debugging more intuitive and providing clearer explanations of errors."

"In the Microsoft Excel features, it needs a command to wait for a calculation to complete."

More Automation Anywhere cons

"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."

"I think that the tool should try to streamline the user interface even more because there are a lot of options that can be offered to users."

"The product's asset management tool needs improvement."

"Support needs a serious attention. Getting any help is next to impossible."

"I had some problem with user and group permissions in 2014, and I’m not sure if that is resolved now or not."

"We have experienced issues with tables, sheets and columns not displaying properly. This is temporarily fixed with updates but then reoccurs. The way tickets are displayed is messy."

"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."

"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."

More ManageEngine ServiceDesk Plus 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."

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

"The stability could be better."

"The interface could be better."

"In general, we were not satisfied with technical support."

"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."

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

"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."

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."

"The licensing needs to be made simpler or shortened."

"Automation Anywhere has an advantage in terms of licensing. It is more cost-efficient compared to all other RPA platforms. It is a recommended solution when clients need a cost-efficient automation tool to perform unattended automation."

"If it is saving FTE and Generating a good ROI then it is Worth Investing."

"We have purchased licenses, but are trying to obtain more bot programmer licenses."

"We are not receiving the right information about their features, e.g. Automation Anywhere University, or anything that they are selling. They need to improve their documentation."

"No one is balking at the cost. They are market rates and will change, but no one is saying, "That is ridiculous or impossible." They are saying, "Show me the ROI and prove that the cost is accurate.""

"We were paying approximately $30,000 for a year license."

More Automation Anywhere pricing and cost advice

"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."

"As compared to a lot of systems out there, it is more affordable."

"For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."

"When I compared it with a similar product, ManageEngine ServiceDesk Plus was $2,000 cheaper."

"The prices are attractive. Customer can use a subscription if they do not have enough budget."

"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."

"ManageEngine ServiceDesk Plus is a reasonably priced product."

"The tool's price is okay and in line with other products, maybe even cheaper than some products."

More ManageEngine ServiceDesk Plus 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."

"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."

"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

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

12%

Construction Company

Manufacturing Company

Comms Service Provider

Financial Services Firm

14%

Outsourcing Company

12%

Construction Company

12%

Manufacturing Company

11%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

By reviewers
Company Size	Count
Small Business	33
Midsize Enterprise	24
Large Enterprise	20

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...

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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...

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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 experience regarding pricing and costs for ManageEngine ServiceDesk Plus?

Regarding pricing, ManageEngine ServiceDesk Plus offers three editions: Standard edition, Professional, and Enterpris...

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What needs improvement with ManageEngine ServiceDesk Plus?

The biggest friction point or frustration I have run into with ManageEngine ServiceDesk Plus is the upgrade risk and ...

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What is your primary use case for ManageEngine ServiceDesk Plus?

My main use case for ManageEngine ServiceDesk Plus is that we are receiving tickets from multiple users regarding iss...

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Comparisons

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Microsoft Power Automate vs Automation Anywhere

Compared 4% 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 ManageEngine ServiceDesk Plus

Compared 11% of the time

JIRA Service Management vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SCSM vs ManageEngine ServiceDesk Plus

Compared 5% of the time

LiveChat vs ManageEngine ServiceDesk Plus

Compared 5% of the time

SysAid vs ManageEngine ServiceDesk Plus

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 11% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 4% of the time

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

ManageEngine ServiceDesk Plus

October 2026

Download ManageEngine ServiceDesk Plus product report

Buyer's Guide

OpenText Service Manager [EOL]

October 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)

No data available

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

Demo not available

ManageEngine

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

ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.

ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.

What are the key features of ManageEngine ServiceDesk Plus?

Ticketing System: Facilitates efficient issue tracking and resolution.
Automation: Allows the creation of automated workflows to reduce manual effort.
Customizability: Enables tailoring of the platform to fit specific business needs.
Integration: Seamless connectivity with third-party tools for enhanced functionality.
Project Management: Supports planning and execution of IT projects.
Change Management: Helps in managing IT service changes systematically.
Asset Management: Tracks and manages IT assets effectively.

What benefits and ROI should users expect from ManageEngine ServiceDesk Plus?

Improved Efficiency: Streamlined workflows and processes save time and resources.
Enhanced Communication: Facilitates better interaction within IT departments.
Operational Visibility: Reporting and metrics provide insights into IT operations.
Flexibility: Customization options help tailor the system to specific requirements.
Security Enhancement: Regular updates enhance system security and data protection.

Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.

ManageEngine

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

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates

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Buyer's Guide

IT Service Management (ITSM)

October 2026

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