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

2,460 Views
1,845 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: April 2026).

Buyer's Guide

IT Service Management (ITSM)

April 2026

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Helped 893,221 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

SCSM

Average Rating

7.0

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Help Desk Software (13th), IT Service Management (ITSM) (13th)

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It does what it should, but it's quite outdated.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

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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

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

"One of the big benefits that’s come out of this is a centralized view of all IT operations that really enable us to shift resources (people and money) in a real-time way to accomplish whatever we need."

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

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

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

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

"Technical support is absolutely very good."

"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

"Improved time management, all the details logged (nothing missed), roles and responsibilities in tool are set according to policy/procedure."

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

"SCCM provides remote tool functionality, which is not in Intune."

"This product has helped our organization by allowing people to connect with each other."

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

"The most requested feature from our customers is the helpdesk ticketing system."

"This solution is easy to use."

"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."

More SCSM pros

Cons

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

"The interface could be better."

"The first level of support is slow and it takes some time to receive support."

"I think it brings uncertainty, and they're well aware of that."

"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."

"The greatest issue for us is to understand the roadmap."

"It's not so easy to move to the next version. It's not quick to upgrade."

"I don't see anything lacking."

More OpenText Service Manager [EOL] cons

"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."

"Once we had an issue with a desktop download that would not open."

"It crashes our client's computers. Sometimes they get blue screens."

"It would be good if Microsoft added custom attributes or tagging like in Jamf."

"Mobile application integration would be an improvement."

"Better integration with other services in Azure is needed because everything is moving from on-premises to the cloud, and as an integrator, we have to help our clients with the migration."

"I have found SCSM not adequate enough to carry out some functions."

"It is an amazing solution but the pricing could be improved to be a little more competitive."

More SCSM cons

Pricing and Cost Advice

"The license is not cheap."

"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."

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

"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."

"It is an expensive solution."

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

"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 pricing is reasonable."

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

"The platform is competitively priced."

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

"The license for SCSM is cheap."

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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Top Industries

By visitors reading reviews

Financial Services Firm

19%

Construction Company

10%

Marketing Services Firm

Performing Arts

Financial Services Firm

12%

Construction Company

12%

Government

11%

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 is your experience regarding pricing and costs for SCSM?

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

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What needs improvement with SCSM?

See all answers

What is your primary use case for SCSM?

In my job, I work for the city where we have an enterprise agreement with Microsoft. We have Office, Word, PowerPoint, Outlook, server licensing, and Azure. We have Active Directory with Windows Se...

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Comparisons

ServiceNow vs OpenText Service Manager [EOL]

Compared 19% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 14% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 14% 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

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SCSM

Compared 15% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 12% of the time

Infraon Desk vs SCSM

Compared 7% of the time

BMC Helix ITSM vs SCSM

Compared 6% of the time

IT Care Center vs SCSM

Compared 6% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

OpenText Service Manager [EOL]

April 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

April 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

SCSM integrates with Microsoft tools, offering robust ticketing, incident management, and a scalable architecture. It automates orchestration tasks, provides comprehensive reporting, and enhances IT environments through SCCM integration, supporting various service management needs.

SCSM is known for integrating well with Microsoft suites and is valued for its ease of use and scalable design. Organizations utilize its capabilities for managing customer service, system deployments, and ticket handling. Its essential components include activity management, remote access, and comprehensive security updates. However, improvements are needed in areas such as integration with Azure and open-source tools, simplicity of the self-service portal, mobile support, and reporting complexity. Despite these challenges, many rely on SCSM for IT operations management, HR onboarding, and cloud functionality integration.

What are the most valuable features?

Seamless Microsoft Integration - Easily connects with Microsoft suites
Robust Ticketing - Efficient management of tickets and incidents
Scalable Architecture - Adapts to increasing demands and growth
Automated Orchestration - Streamlines various IT scenarios
Comprehensive Reporting - In-depth insights and analysis
Activity Management - Coordination of tasks and operations
Security Updates - Ensures systems remain protected
Easy Learning Materials - Accessible and straightforward resources

What benefits and ROI should users look for?

Enhanced Efficiency - Improved ticketing and incident management
Cost Management - Optimal use of IT resources and budgeting
Flexibility - Supports both cloud and on-premise deployments
Risk Reduction - Security updates and management features
Strategic Insights - Customized reporting for informed decisions

SCSM finds application in industries ranging from IT service management to HR onboarding and system administration. Enterprises use it for remote assistance, device management, and patch management, while some leverage its cloud capabilities. This broadens the scope of how IT operations are supported and managed effectively in different settings.

Microsoft

Sample Customers

resultspositive, Globicon

Fibabanka, UMC Health System

Buyer's Guide

IT Service Management (ITSM)

April 2026

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