OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText Service Manager [EOL]

Read 230 ServiceNow reviews

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11,975 Comparison Views

92% willing to recommend

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Executive Summary

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

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

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

IT Service Management (ITSM)

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Helped 893,438 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

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

ServiceNow

Average Rating

8.6

Reviews Sentiment

6.8

Number of Reviews

230

Ranking in other categories

Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)

Featured Reviews

Dirk Leitermann

Senior Consultant Project Management & Transition at a tech services company with 501-1,000 employees

It does what it should, but it's quite outdated.

I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it. I would suggest ServiceNow. There may be solutions better suited for smaller companies. There are always alternatives because the architecture isn't terribly complex. The architecture is the same across solutions, and everything is linked. There are no modules to be bought from some other company in the past and integrated. ServiceNow also its disadvantages, but if you compare it to Service Manager, I can safely say ServiceNow is the future and Service Manager is the past.

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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

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

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

"It's the point of control for managing issues and offers control in the implementation of the changes."

"We think it’s worth switching over to HPE."

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

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

"We can have all our requests and incidents registered in one system."

"Micro Focus Service Manager is a good platform, but ServiceNow is better because it's more flexible and easier, and it provides a lot of features and functions out of the box, ready to use."

More OpenText Service Manager [EOL] pros

"What I like the most is that it's a common service data model and the fact that everything is available on one platform."

"It helped me save time—it would be more than 30% in time savings, with fewer man-hours and improved service delivery through automation capabilities."

"The feature that I have found most valuable from ServiceNow is the ability to assign sub-tasks to different teams, including problem tickets and the regular and chain tasks."

"ServiceNow is very easy to set up."

"It's filling a niche I think a lot of people have really, really wanted which is bringing a lot of this information into one central location."

"I would recommend this solution, it's really an excellent tool in comparison to the current market tools like SCP and a lot of other tools out there."

"It gave us professionalized, faster incident turn around times and improved quality of information shared with our customers."

"It facilitates the monitoring of major incidents and provides insights into the effort expended to resolve each incident."

More ServiceNow pros

Cons

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

"We had quite a lot of issues with stability and the quality of the product so far."

"It, still, has a bit of more of improvement possibilities in the codeless part."

"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."

"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."

"Same, it wasn't always stable. Actually, I wouldn't call it stable now either."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"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

"There is room for improvement in price."

"It needs to be more cost-effective because it can be pricey."

"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."

"The capital expenditure needed to get the tool up and running is extensive."

"The product’s standard user experience is not the best."

"For me, there's a real opportunity, especially within the IT Service Management suite, to give a much better overall view of the workflow that individuals have across the different applications. At the moment, a lot of information is quite siloed in the different tables in ServiceNow."

"The solution’s pricing is expensive and could be improved."

"When something is added on ServiceNow on the platform, then you have 10 more things to do because you have to improve again and again and again."

More ServiceNow cons

Pricing and Cost Advice

"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."

"The license is not cheap."

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

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

"There is an annual subscription to use this solution."

"They could be more competitive with their licensing."

"Getting the solution up and running is expensive."

"The platform offers a free trial, by providing a free developer instance once you sign up."

"The price of this solution is expensive."

"I'm not aware of any additional costs. I'm pretty sure that the current client is paying just the licensing fee per user. I do know that they've got some support agreement with ServiceNow, but I don't think that is broken out or specific to Project Management. It is just inclusive."

"This is a pretty expensive product, so the licensing could be better."

"We know that ServiceNow is not cheap, it's more expensive than other solutions. But we are trying to increase our ability to handle tickets so that the cost per ticket is less."

More ServiceNow pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

18%

Construction Company

10%

Marketing Services Firm

Performing Arts

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

By reviewers
Company Size	Count
Small Business	56
Midsize Enterprise	35
Large Enterprise	178

Questions from the Community

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Which solution is better for developing non-ITSM applications: OutSystems or Service Now?

The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...

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Would you choose ServiceNow over Microsoft PowerApps?

Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...

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What do you like most about ServiceNow?

The solution has a user-friendly interface.

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Comparisons

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Compared 11% of the time

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

Compared 10% of the time

ConnectWise PSA vs OpenText Service Manager [EOL]

Compared 7% of the time

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Compared 5% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

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Product Reports

OpenText Service Manager [EOL]

Download OpenText Service Manager [EOL] product report

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Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Overview

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

Sample Customers

resultspositive, Globicon

AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow

IT Service Management (ITSM)