OpenText Service Manager [EOL] vs SCSM comparison

OpenText and Microsoft are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 64% of Microsoft users who would recommend it.

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

SCSM

Read 27 SCSM reviews

1,523 Views
1,127 Comparison Views

64% willing to recommend

OpenText Service Manager [EOL]

SCSM

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between OpenText Service Manager [EOL] and SCSM 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: January 2026).

Buyer's Guide

IT Service Management (ITSM)

January 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

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

SCSM

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Help Desk Software (10th), IT Service Management (ITSM) (11th)

Featured Reviews

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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LuisSanchez3

Director Metropolitano de Gobierno Digital at a government with 10,001+ employees

Current setup enables smooth problem-solving but lacks comprehensive guidance and local support

More information about setup procedures and a more user-friendly front end would be beneficial. We need more information for setup processes. It is difficult to do the work independently, requiring us to hire external companies for maintenance hours to fix small issues that could be resolved faster in-house if we had better information. We have been looking for an upgrade version, but finding local service has been difficult. It has been challenging trying to get things done. Speaking with the Microsoft office, we found there are no local companies with substantial experience with SCSM. What we have now was installed five or six years ago. It has been difficult to change configurations and look for upgrades, even with all the manuals. Our office is considering moving away from SCSM and getting a service desk solution outside of Microsoft. For me, it has been a good tool to get help and solve internal problems in the office. It is a very good tool, but the difficulty in getting local service or more information is pushing us to look for another tool.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

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

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

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

"The initial setup is easy."

"It gives us better understanding and control of service management."

"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."

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

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

More OpenText Service Manager [EOL] pros

"It is one of the most stable solutions in the market."

"This solution is easy to use."

"We use SCSM to manage all of our IT operations, including incident and service requests and problem management."

"If it is correctly configured, you can access and give service quickly to all the end users."

"For our cloud-based deployment of SCSM, the Autopilot is the best feature."

"If it is correctly configured, you can access and give service quickly to all the end users."

"SCSM is easy to learn because all of the material, including training videos, can be found online."

"The most valuable feature is the reporting of incidents."

More SCSM pros

Cons

"Pure cloud-based native functionality is lacking."

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

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

"The solution does not interface well with other products and is difficult to implement."

"I don't see anything lacking."

"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."

"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."

"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

"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."

"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."

"The logs and reporting-related features of the product have certain shortcomings where improvements are required."

"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."

"They need more integration with open-source products."

"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."

"Although some engineers at Microsoft are good, the support often lacks expertise, and response times are slow."

"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."

More SCSM cons

Pricing and Cost Advice

"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."

"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."

"Licensing can be complex and confusing."

"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."

"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."

"The license for SCSM is cheap."

"I would rate the pricing as two out of five."

"The price should be lower."

"The platform is competitively priced."

"It is a lower price vs. other things on the market."

More SCSM pricing and cost advice

See which vendors are best for you

Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.

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881,733 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Marketing Services Firm

12%

Computer Software Company

10%

Performing Arts

10%

Educational Organization

Government

17%

University

Manufacturing Company

Comms Service Provider

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	8
Midsize Enterprise	6
Large Enterprise	14

Questions from the Community

Ask a question

Earn 20 points

What do you like most about SCSM?

The solution offers good productivity at a low price point.

See all answers

What is your experience regarding pricing and costs for SCSM?

I am not sure about the pricing as I do not have experience with it.

See all answers

What needs improvement with SCSM?

See all answers

Comparisons

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

Compared 17% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 15% 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

ServiceNow vs SCSM

Compared 22% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 16% of the time

IBM SmartCloud Control Desk vs SCSM

Compared 8% of the time

BMC Helix ITSM vs SCSM

Compared 7% of the time

Ivanti Neurons for ITSM vs SCSM

Compared 5% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

January 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

January 2026

Download SCSM product report

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

System Center Service Manager

Overview

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

OpenText

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.

Microsoft

Sample Customers

resultspositive, Globicon

Fibabanka, UMC Health System

Buyer's Guide

IT Service Management (ITSM)

January 2026

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