OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 92% of ServiceNow users who would recommend it.

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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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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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

"Using this solution has freed internal operations employees to do more "human value-add" work by removing mundane manual tasks."

"We can integration with other APIs, which is a good thing. This helps us with our database integration. For example, we have done an SAP integration, which is great, since SAP has a lot of manual work."

"The ability to automate repetetive tasks and processing that should not require human intervention."

"We are using all of the features and all are important and valuable but the automation and flexibility are the things which make the product work as a solution for us."

"The ease of use of getting started is probably the big thing. They had a lot of references that we were able to check. It is a well-known player, and being able to get up and running quickly was the big thing."

"We are using it to backfill a lot of our resources who are retiring, so we are hiring less people as we go."

"It is very user-friendly. The AI capability that nowadays I am seeing in Automation Anywhere is very good. They have plug-and-play AI solutions."

"The recorder capture tools, specifically the AISense Recorder and Universal Recorder, are valuable. We use these tools in almost every automation. These tools are very effective in capturing data from various applications. We can get data from a web page or an application."

More Automation Anywhere pros

"Technical support is excellent. They really bend over backwards for us."

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

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

"Technical support is pretty good."

"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."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"The modules were very utilitarian and it became like just clicking boxes to track changes, track approvals, or avoid any changes with support, which made it quite efficient."

More OpenText Service Manager [EOL] pros

"We always get good support."

"In financial management, this platform has the infrastructure allowing us to expand the way we want to. For example, it gives you many business rules and budget models that you can use to optimize your workflow. It does not put you in a box. Additionally, integrating this solution with other platforms is extremely easy to do."

"As time has gone on and ServiceNow has evolved and matured, we are loving the ease of the product."

"I think it's excellent in all of the ways that software can be."

"In my experience, the solution is very stable."

"I like the flexibility on ServiceNow; we use it for our help desk admin and our call center, but we also use it for our knowledge management system, which is our growth area, and we get to add our custom homemade apps plus vendor apps to integrate into it to get the total package that we need."

"The most valuable features are its ease of use and capabilities."

"Now, ServiceNow is a leader and its pricing is quite good, quite competitive."

More ServiceNow pros

Cons

"Technical support needs to be much faster. I also had the project delivery. I had six clients whom I looked after. Whenever we got stuck, it was all about sprinting. There was a two or three week sprint. Within that, if you just wait for two to three days, it doesn't make sense. The support needs to implode, because I was just talking to a customer now who came directly and asked us, "Can you give us a dedicated support team?" It's feedback from our customer that support takes too long."

"Sometimes, the recorder from Automation Anywhere does not work well and is inaccurate. This should be improved."

"The EXE license is such that I can create executable files from the developer machine and deploy it; however, the file that you created can only be deployed to one system, so if you wanted to deploy this test file to, say, 10 test systems you would need 10 licenses."

"We need a native way in Automation Anywhere's framework to tie all that information together, including AI dashboard, governance dashboards, and document automation results."

"It does not easily integrate with customized solutions."

"There are many bots available on the Bot Store. However, my developer told me that he was unhappy with the quality of the bots available."

"The learning curve for Automation Anywhere is steep, especially for advanced features like IQ Bot and API automation, which require technical expertise."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

More Automation Anywhere cons

"I don't see anything lacking."

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

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

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

"There could be some slight fixes to managing the catalog, because you can customise the items so much you can't really change the items in dropdown lists easily."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

"The product's technical support services need improvement."

More OpenText Service Manager [EOL] cons

"The licensing needs to be divided into tiers in order to attract lower-level users."

"Their cloud management is also not that great compared to other products."

"Sometimes you have to finagle their help desk to get the right answers."

"The discovery of assets could be improved; right now they only allow for one domain."

"Some of the things which I've seen that they're improving now, it was the UI. It was a pretty basic UI which needed improvement."

"Data access is a bit difficult, where you sometimes wish you had a relational database for some queries. The flexibility of data access in general is a bit on the low end. Of course, there is flexibility in some ways, but when I need a certain combination of data for some report, it can become a challenge."

"Just ease of use for people who aren't very technically savvy."

"Integration capabilities can improve."

More ServiceNow cons

Pricing and Cost Advice

"Based on what I've heard, it's costly, but I don't know much about its pricing."

"I am not responsible for the pricing part, but I know the pricing is competitive compared to other tools."

"The Community Edition is a good offering from the company."

"The pricing and licensing of Automation Anywhere plays an important rule in the Indian market because in the Indian market $10,000 USD is too much. Hence, the pricing tends to go down depending on the customer relationship with the partner: A starter pack is $10,000 and an enterprise pack is $100,000. If you go through an implementation partner, you can get good deals. They can save some money."

"Considering the cost, it is a bit high, but worth the price because the output accuracy is high."

"It's justified because we have saved quite a bit of money at the company and many manual hours. Overall, it justifies the cost."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

"I believe it is $10,000 for Bot Creator."

More Automation Anywhere 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."

"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."

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

"In Tunisia, the companies find the licensing costs to be expensive."

"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."

"The product cost is higher than that of other vendors."

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

"The solution is priced for medium to enterprises sized businesses. However, it is expensive compared to competitors."

"I have found the solution very expensive."

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

More ServiceNow pricing and cost advice

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902,270 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

15%

Financial Services Firm

14%

Manufacturing Company

Marketing Services Firm

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	154
Midsize Enterprise	82
Large Enterprise	536

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

By reviewers
Company Size	Count
Small Business	57
Midsize Enterprise	35
Large Enterprise	179

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.

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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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 13% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

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JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 13% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 11% of the time

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

Compared 10% of the time

TOPdesk vs OpenText Service Manager [EOL]

Compared 7% of the time

More OpenText Service Manager [EOL] Competitors

IBM Maximo vs ServiceNow

Compared 6% 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

More ServiceNow Competitors

Product Reports

Buyer's Guide

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

ServiceNow

May 2026

Download ServiceNow product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

No data available

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

ServiceNow

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

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.

ServiceNow

Sample Customers

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

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

Buyer's Guide

IT Service Management (ITSM)

June 2026

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Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: June 2026.

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