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: 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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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

"What Automation Anywhere is offering is amazing from a back-end office accounting standpoint."

"Automation Co-Pilot helped increase productivity."

"The best features of Automation Anywhere are having a user-friendly interface and the ability to integrate AI, and APIs and services like OpenAI's ChatGPT can be integrated, enhancing its functionality."

"By implementing it, we were able to solve the issue of automation, which we had almost given up on."

"The stability of Automation Anywhere is not a concern when deployed on the cloud."

"The scheduling feature allows for scheduling of the bots to a specific time every day, which helped remove the dependency on humans completely."

"The features I most appreciate are the built-in version control system, historical log, audit trail features, and the breadth of RPA action commands included out of the box."

"The feature of this solution that I like the most is that it is coding free - it is a coding free tool. It does not need much coding at all. For all the activities you just drag and drop. That is the best advantage of this tool."

More Automation Anywhere pros

"While the tool works, what makes it work better is I can make it do whatever they need; it's a completely customizable solution to fit with the specific needs of our organization and it does it really easily and really dependably."

"The return on investment is unquantifiable; I would have thought we have made our money back now in the way it has streamlined processes."

"Technical support is absolutely very good."

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."

"Overall, HP will just give you a really great solution."

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

"We mostly use it as a platform for our service desk to streamline and optimize."

"It integrates well with multiple Management Information Bases (MIB's)."

More OpenText Service Manager [EOL] pros

"The reporting is very good."

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

"It is quite scalable."

"This solution is easy to use."

"System Center Service Manager is a good product, and it is very easy to use."

"Many more features than other comparable products."

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

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

More SCSM pros

Cons

"The Automation Anywhere Control room component features can be improved, as of now it contains too many roles and rules which makes it confusing to use it."

"I would like to see integration better integration with Excel and SAP."

"I am looking for artificial intelligence and machine learning. I hope that they introduce them in A2019."

"We have a lot of use cases that depend on certain Java applets, and currently we're not able to leverage the Object Cloning that would speed up our automation designing. So we have to revert to more image recognition-type of designing, and it just takes a long time to get that bot built."

"I really appreciate the user interface of Automation Anywhere, but I would like to see some improvement on some of the automation around screen processing. This includes adding some artificial intelligence on the way that bots actually can read the screen and know when things change and be able to adapt to those changes."

"There is room for improvement in the stability of this product."

"The product falls behind in working with webhooks."

"Automation Anywhere is expensive. They should consider lowering the price to make Automation Anywhere more affordable to SMEs, which comprise a huge segment."

More Automation Anywhere cons

"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."

"Service Manager would be improved with access to automation."

"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."

"The licensing model could be made more flexible."

"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."

"My big concern is that HPE made a decision in its last dot release to change the way that these improvements and enhancements are done by the end user."

"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."

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

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."

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

"The user interface needs to be improved."

"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."

"Service Manager is not doing very well because, for example, there is no default web application and in order to use Service Manager we have to use the desktop console which is a disadvantage."

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

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

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

More SCSM cons

Pricing and Cost Advice

"Yearly, our licensing costs are about $90,000 to $100,000. There will be additional licensing costs when we add more Bot Runners to our infrastructure."

"We would like them to change the license model of charging per bot."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"It's the best RPA tool, but the pricing could be improved."

"It is not too expensive, but there are many tools available in the market that can provide the same functionality at a cheaper price."

"I advise others that even as of right now, the setup cost and licensing cost to automate bots on Automation Anywhere is steep but it is worth the investment!"

"The cloud-based version comes at an increased cost, although our clients are happy with the new features and have not complained about the pricing."

"There is an annual license to use the solution."

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."

"The license is not cheap."

"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 pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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

"It is an expensive solution."

"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 platform is competitively priced."

"The price should be lower."

"The license for SCSM is cheap."

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

"The pricing is reasonable."

More SCSM pricing and cost advice

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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

17%

Manufacturing Company

12%

Construction Company

11%

Computer Software Company

Financial Services Firm

15%

Construction Company

14%

Manufacturing Company

Marketing Services Firm

Construction Company

15%

Financial Services Firm

11%

Government

Manufacturing 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	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 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

More Automation Anywhere Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 18% of the time

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

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

ServiceNow vs SCSM

Compared 14% of the time

ManageEngine ServiceDesk Plus vs SCSM

Compared 13% 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

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

SCSM

May 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)

June 2026

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