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OpenText Service Manager [EOL] vs ServiceNow comparison

OpenText and ServiceNow are both solutions in the IT Service Management (ITSM) category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 91% of ServiceNow users who would recommend it.
ServiceNow
Read 225 ServiceNow reviews
  • 24,579 Views
  • 8,848 Comparison Views
91% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between OpenText Service Manager [EOL] and ServiceNow based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

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To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).
Buyer's Guide
IT Service Management (ITSM)
March 2026
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Helped 884,873 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
48
Ranking in other categories
No ranking in other categories
ServiceNow
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
225
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), IT Service Management (ITSM) (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (2nd)
 

Featured Reviews

MEKKAB Raouf - PeerSpot reviewer
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
MT
MichaelTang1
Manager of Security Engineering & Architecture at a outsourcing company with 5,001-10,000 employees
Seamless data integration and advanced automation improve service delivery efficiency
I think that nothing needs to be improved with the product; you just need the user to commit and spend appropriate time to overcome that learning curve. Once that is done, the product itself is pretty wonderful. I've seen a very nicely built interface with ServiceNow, and I've also seen the ugliest version that feels outdated. ServiceNow does allow that team to exist. They should modernize their fonts and their layout, the UI friendliness. They did introduce AI, chatbots, and AI on the back end, so that's wonderful and extremely useful if you train it. If you don't train it, it's pretty useless. Assessing the impact of ServiceNow's automation on service delivery times is complicated. The engineers who operate on ServiceNow find it isn't straightforward because the data set is accessible by everybody. The problem is that understanding how to manage that data set requires an enormous amount of engineering skill set to run the product. I would not hand the key to the customer; I would highly recommend that ServiceNow take control of that. Instead of offering support for the software, they should offer administrative support for the software. They should provide professional service or some kind of support system that allows us to use their product at a faster pace. I'm sure they offer something, but it's often outrageously expensive, or they rely on another company to resell their product and offer professional service. It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
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

"It helps to register things, to see the changing parts, and to correlate incidents."
"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."
"Technical support is pretty good."
"I advise others to use the HP Service Manager because it's a powerful and capable enterprise solution."
"Fast, responsive and modern design."
"It is a rich content solution and a good and complete solution, along with a lot of functionality."
"Service Manager's best features are flexibility and customizability."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
More OpenText Service Manager [EOL] pros
"Flexibility to do what I need to do."
"The most valuable feature by far of ServiceNow is the rapid development, how quickly you can actually go out and change things, adapt things, ready to fulfill the business needs."
"We could have chosen many different platforms but for lack of a better word, it was the easiest to be able to move to, taking all of our existing processes and data from different sources."
"What I like the most is that it's a common service data model and the fact that everything is available on one platform."
"For me and for what our business uses, I highly recommend it, but that you should look at their business case and see if you need a product as fully featured as ServiceNow is because it comes at a cost."
"ServiceNow is a cloud solution. That fact was very important for us, that it is not an on-prem solution, as it reduces our internal cost of support."
"ServiceNow is faster, easier to use, and configure."
"The Workflow feature is the most valuable."
More ServiceNow pros
 

Cons

"It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy."
"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."
"Service Manager would be improved with access to automation."
"The solution does not interface well with other products and is difficult to implement."
"On the downside, it cannot really operate in the cloud; but other than that, everything is good."
"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."
"Their end-user interface and technical support features could be improved."
"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."
More OpenText Service Manager [EOL] cons
"When we are using the solution on mobile phones on their networks the performance is reduced with a delay of approximately 8 seconds. There is less delay using the desktop computers connected to the WiFi or to the network directly."
"ServiceNow doesn't cater to the Middle Eastern market."
"It's not user-friendly by default, but it can be customized to be customer-friendly."
"I would like to see more functionality in terms of custom workflows, not impacting the overall platform health."
"There is a need to enhance ticket details visibility on the portal, such as displaying SLA information, which currently requires development effort."
"I do not like the user interface."
"Transparency in the pricing model needs to be improved."
"From an HR standpoint, if users can have a very integrated onboarding or offboarding process between ServiceNow and Workday, then it can give a very good employee experience."
More ServiceNow cons
 

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."
"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."
"The license is not cheap."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"ServiceNow is an expensive solution."
"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."
"I am from Brazil. For Latin American markets, ServiceNow is very expensive as compared to other vendors, such as VMware."
"The solution is expensive."
"ServiceNow pricing is an art, not a science. The deal depends on how commercially savvy you are, which does make it something that is quite difficult to get right. It is most definitely an opportunity area for ServiceNow to improve and have more visibility around pricing of the different products within the platform."
"The setup cost is high compared to others, especially when the scope is not fixed."
"I would say it is moderately expensive, ranging from six to seven on a scale of ten."
"ServiceNow is a leader and its pricing is quite good, quite competitive... Sometimes some plugins are not priced reasonably but, generally, the platform itself, its modules, are priced reasonably."
More ServiceNow 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
Marketing Services Firm
12%
Performing Arts
10%
Educational Organization
8%
Construction Company
6%
Financial Services Firm
12%
Manufacturing Company
10%
Computer Software Company
8%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business10
Midsize Enterprise4
Large Enterprise38
By reviewers
Company SizeCount
Small Business55
Midsize Enterprise35
Large Enterprise168
 

Questions from the Community

Ask a question
Earn 20 points
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
See all answers
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
See all answers
What do you like most about ServiceNow?
The solution has a user-friendly interface.
See all answers
 

Comparisons

SCSM vs OpenText Service Manager [EOL] Logo
SCSM vs OpenText Service Manager [EOL]
Compared 16% of the time
BMC Helix ITSM vs OpenText Service Manager [EOL] Logo
BMC Helix ITSM vs OpenText Service Manager [EOL]
Compared 14% of the time
JIRA Service Management vs OpenText Service Manager [EOL] Logo
JIRA Service Management vs OpenText Service Manager [EOL]
Compared 13% of the time
OpenText Service Management (SMAX) vs OpenText Service Manager [EOL] Logo
OpenText Service Management (SMAX) vs OpenText Service Manager [EOL]
Compared 13% of the time
ConnectWise PSA vs OpenText Service Manager [EOL] Logo
ConnectWise PSA vs OpenText Service Manager [EOL]
Compared 9% of the time
More OpenText Service Manager [EOL] Competitors
BMC Helix ITSM vs ServiceNow Logo
BMC Helix ITSM vs ServiceNow
Compared 6% of the time
IBM Maximo vs ServiceNow Logo
IBM Maximo vs ServiceNow
Compared 5% of the time
Zendesk vs ServiceNow Logo
Zendesk vs ServiceNow
Compared 4% of the time
JIRA Service Management vs ServiceNow Logo
JIRA Service Management vs ServiceNow
Compared 4% of the time
Freshservice vs ServiceNow Logo
Freshservice vs ServiceNow
Compared 3% of the time
More ServiceNow Competitors
 

Product Reports

Buyer's Guide
OpenText Service Manager [EOL]
March 2026
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
Buyer's Guide
ServiceNow
February 2026
ServiceNow reportDownload ServiceNow product report
 

Also Known As

Micro Focus Service Manager, HPE ITSM, HPE Service Manager
No data available
 

Overview

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

OpenText

ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.

ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.

ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.

“The Smarter Way to Workflow”

ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.

ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.

ServiceNow offers service management software for industries including:

Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications

Reviews from Real Users

PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”

ServiceNow
 

Sample Customers

resultspositive, Globicon
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Buyer's Guide
IT Service Management (ITSM)
March 2026
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM). Updated: March 2026.
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