OpenText Service Manager [EOL] vs SCSM comparison

Why PeerSpot?

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.

Comparison Buyer's Guide

Download the report

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, Teclib' and others in IT Service Management (ITSM).

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

Buyer's Guide

IT Service Management (ITSM)

October 2026

Download the complete report

Helped 920,769 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

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.

Read full review

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.

Read full review

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

"From an SAP point of view, we have in-built features. They have integrated everything together, so it's much easier for us to use that."

"Excel automation is one of the best features in Automation Anywhere. If we have to work with multiple excel sheets with lots of rows and columns, it gets really difficult to keep track of this is done manually. But Automation Anywhere makes it really simple and error-free."

"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."

"We have hundreds of cases a day. There were around two to three employees who were just moving a case from one state to another. This was a repetitive, tedious job, which was frustrating for the employees. It helps to have the bot doing this work now. We have immediately seen effects, so this is a good use for it."

"It reduced cost and effort significantly; yearly, our organization saved $14,000, the company started to save more, and increased efficiency in the field of automation then started to pioneer."

"Some processes that have taken 24 hours for our guys to do, now take seven to eight hours for our bots."

"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."

"Co-pilot certainly makes the job easier if the client has a subscription. It allows me to analyze desktop flows and activities and create flows using natural language."

More Automation Anywhere pros

"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."

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

"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."

"I think it's fair to say it is a workhorse; it's extremely reliable, relatively cost effective, scalable, and has good existing integration points."

"It's flexible in terms of configuration and making changes."

"The solution is simple to set up."

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

"The interface is good, I like it, it's easy to use, it's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app."

More OpenText Service Manager [EOL] pros

"Many more features than other comparable products."

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

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

"The solution's setup process is relatively straightforward due to the familiar deployment steps similar to other Microsoft solutions."

"The reporting is very good."

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

"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."

More SCSM pros

Cons

"At some places, the if-else statements become so confusing so, at that place, they can change the UI for better understanding. Apart from this I liked this tool and would like to continue working on this."

"One key feature we are looking for from Automation Anywhere is the need for a fully evolved CI/CD pipeline approach within our IT organization, given that we manage multiple applications."

"For assisted automation, the AA bot needs the facility to be triggered through an application interface after collecting input from the user."

"The bot creation process is straightforward in some ways and complicated in others. You can get your initial stuff laid out really quick, but then putting in your exception handling is more time consuming."

"Although, IQ Bot has data being extracted from it. It can improve with more features, like handwritten copies that are readable."

"Automation Anywhere can be improved by working on the next step with GenAI process automation and the agents."

"Intelligent automation is currently a buzz and I would love to see more innovation in this segment."

"The human training area is still something that needs to be improved. It's not so much the actual technology learning, but rather how you bring this to life with all the peripheral competencies that are needed for it."

More Automation Anywhere cons

"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."

"The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version."

"The interface could be better."

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

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

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

"We're coming to end-of-life on the product we've got."

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

More OpenText Service Manager [EOL] cons

"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."

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

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

"Mobile application integration would be an improvement."

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

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

"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."

"We would like to see a web-based interface that works on mobile devices."

More SCSM cons

Pricing and Cost Advice

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

"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."

"The cost is affordable, which makes an easy barrier to entry for the RPA market."

"Automation Anywhere's price is considerably better than UiPath's."

"Its cost is good."

"We have reduced our headcount, approximately 200 to 300 employees, by eliminating manual, repetitive work. It provides profit to the business."

"Talk to your manager and try to procure an automation license for training. This will allow you to train people, so you can move to automation."

"As far as costs, it depends on your use. We started with a basic department pack, which is over 10K. The additional costs depend on the scale of the engagement and how it pans out. We customize to our needs on the go."

More Automation Anywhere 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."

"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."

"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."

"The platform is competitively priced."

"The license for SCSM is cheap."

"Licensing can be complex and confusing."

"The price should be lower."

"It is an expensive solution."

"The pricing is reasonable."

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

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

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.

See recommendations

920,769 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Financial Services Firm

14%

Outsourcing Company

12%

Construction Company

12%

Manufacturing Company

11%

Construction Company

13%

Outsourcing Company

13%

Financial Services Firm

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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

By reviewers
Company Size	Count
Small Business	9
Midsize Enterprise	5
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...

See all answers

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...

See all answers

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.

See all answers

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.

See all answers

What needs improvement with SCSM?

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

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...

See all answers

Comparisons

UiPath Platform vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 5% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 4% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian 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 11% of the time

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

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

Compared 5% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SCSM

Compared 11% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 11% of the time

Infraon Desk vs SCSM

Compared 8% of the time

IT Care Center vs SCSM

Compared 7% of the time

BMC Helix ITSM vs SCSM

Compared 6% of the time

More SCSM Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SCSM

October 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)

October 2026

Download Free Report

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

DOWNLOAD NOW

920,769 professionals have used our research since 2012.

See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.