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.

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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: July 2026).

Buyer's Guide

IT Service Management (ITSM)

July 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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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.

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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

"We have had a very good experience with Automation Anywhere and we are very happy with the solutions."

"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."

"If we want to read a scanned PDF, we use IQ Bot. Using the cognitive detail of IQ Bot and some machine learning abilities, we can train the IQ Bot to process all scanned PDF documents and give the results in an Excel file. This is a very good feature introduced by Automation Anywhere. IQ Bot is doing well."

"We have had a massive return on full-time employee resources that we have saved by just using Automation Anywhere."

"Even a non-IT or business user can just look at the bot language and understand what the bot is doing, and that's the easy part."

"The Control Room is the most important feature, where we can manage the bots and publish to various bot runners in the environment."

"The company continues with research and development to expand the capabilities of the product to meet market needs."

"The feature we found to be the most valuable is the documentation automation as it allows us to focus on the actual important piece of building automation instead of tracking some of the repugnant documentation that goes along with building automation."

More Automation Anywhere pros

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

"The solution is simple to set up."

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

"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."

"This is now completely organized and standardized in one workflow, and people work on one ticket, so there's full transparency, no confusion anymore, time to market is much faster, and the email traffic is less."

"It is a rich content solution and a good and complete solution, along with a lot of functionality."

"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."

"Before we had Service Manager, we had a number of products from other vendors; when we implemented Service Manager, it gave us a standardized, centralized tool which we were able to leverage globally."

More OpenText Service Manager [EOL] pros

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

"This solution is easy to use."

"The integration of the whole Microsoft suites is awesome, a very convenient package like an all-in-one tool but it is actually five or six products acting well together."

"Microsoft System Center Service Manager is a good product; it seems very easy and is better than most of the other solutions, which often have only a few features and cannot do what Microsoft can do."

"The solution has made managing the environment streamlined and much easier."

"The call logging is the solution's most valuable feature; it's very easy to use and isn't too resource-intensive."

"The solution offers good productivity at a low price point."

"The reporting is very good."

More SCSM pros

Cons

"We tried Citrix six months ago, but the solution that they gave us did not work in our environment."

"The pricing is a little bit high compared with other tools."

"One day, there will be a message box saying that the application is down or not available on a weekend. The instructions will say read the information and click, "Okay." But a bot doesn't understand the instructions because it is not the IQ system."

"The price is a little high and could be reduced."

"Its pricing definitely needs to be more competitive. When licensing costs are high, we cannot use this tool for automation."

"Maybe not improved but I heard that the 2019 version is going to look more like UiPath, which is not ideal for a typical/classic developer."

"We face issues when we need to increase volumes. Currently, it is failing for some reason, and we don't know the reason. It fails or stops, then we need to see what is going on. We have to fix that, then our developers need to rerun it. These are mostly practical challenges for our team who uses it on daily basis."

"Automation Anywhere can be improved in certain areas specified in the cognitive zone where the information needs better OCR Engine + Machine Learning capabilities. Also, they can improve on the System Identified region function of the IQ Bot - Our team faced a tough time in handling that as we were not able to assign variable to System Identified Region as the IQ Bot tool wasn't allowing it."

More Automation Anywhere cons

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

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

"The user interface is very clunky."

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

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

"Part of our reason for moving away from Service Manager is that HP was not on the leading edge of the technology and was consequently being surpassed by SaaS offerings."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"Pure cloud-based native functionality is lacking."

More OpenText Service Manager [EOL] cons

"Our office is looking for maybe getting out of SCSM and getting a service desk solution outside of Microsoft."

"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."

"The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools."

"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."

"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."

"Resources for understanding compliance and relative compliance need to be made available."

"It has not helped reduce the burden on IT resources."

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

More SCSM cons

Pricing and Cost Advice

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"Our annual licensing costs are about $500,000."

"Automation Anywhere is expensive, making it more suitable for enterprise organizations."

"The cost is anywhere between $10,000 and $100,000."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"We're just starting to renew our license, and we were quoted $115,000 without the IQ Bot. The IQ Bot is another $30,000. This is with very limited pages, as we go through our first projects. The majority of the cost was for ten days of onsite training."

"Automation Anywhere is cheaper than UiPath and Blue Prism. From a market point of view, Automation Anywhere is reasonable. Any organization can adopt Automation Anywhere."

"The licensing fees are approximately $10,000 USD for between five and ten users."

More Automation Anywhere pricing and cost advice

"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."

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

"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 license for SCSM is cheap."

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

"It is an expensive solution."

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

"The platform is competitively priced."

More SCSM pricing and cost advice

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908,834 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

Construction Company

16%

Financial Services Firm

13%

Outsourcing Company

Manufacturing Company

Construction Company

13%

Financial Services Firm

10%

Government

10%

Outsourcing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

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

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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Ask a question

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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?

More information about setup procedures and a more user-friendly front end would be beneficial. We need more informat...

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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...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 9% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

AutomationEdge vs Automation Anywhere

Compared 2% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% 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 13% of the time

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

Compared 8% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 8% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SCSM

Compared 13% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 12% of the time

Infraon Desk vs SCSM

Compared 10% of the time

IT Care Center vs SCSM

Compared 9% of the time

BMC Helix ITSM vs SCSM

Compared 5% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

August 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

July 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

July 2026

Download SCSM 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

System Center Service Manager

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

Microsoft

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

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

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

resultspositive, Globicon

Fibabanka, UMC Health System

Buyer's Guide

IT Service Management (ITSM)

July 2026

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