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 92% of ServiceNow users who would recommend it.

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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).

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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Hemanthreddy Vakiti

Data engineer at a tech vendor with 10,001+ employees

Structured workflows have improved SLA compliance and now support prioritized incident handling

I think the licensing and pricing of ServiceNow is quite expensive compared to other tools. For large organizations, it is acceptable, but specifically for small and medium organizations to track incidents or change requests, ServiceNow is quite expensive. Sometimes performance can be slow when workflows and integrations are configured for complex tasks. For advanced customizations or advanced features which we rarely use, the documentation is not up to standard. The documentation needs to be improved for advanced customization features. However, the platform is stable overall and the features are quite good. The user experience and performance concerns I mentioned are areas I want to be improved. When many workflows and interactions are configured, performance is slow. For the features it is providing, it is quite expensive. If these performance features are improved, we can easily pay that price and get the return on investment.

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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

"For business professionals, it automates repetitive tasks and enhances efficiency and cost savings."

"The interface is a lot better than a lot of other tools which are out there."

"The product has everything that I want; I don't have to look for another tool to integrate with it."

"We offer them a cost and time-effective solution for repeated and time-consuming processes, which surely help a lot in terms of improving quality."

"We've had many sit-down conversations with the Automation Anywhere team when we were testing out the document automation. We gave them feedback about potential enhancements, so when we launched our most recent document automation use case, the capabilities were already there. We didn't need to come up with a workaround or put the project on hold because the things we needed were unavailable. That commitment to customer success stands out because they know that without us, the product won't succeed."

"One of the notable benefits we've realized from Automation Anywhere is a significant reduction in errors when processing data, which improves both revenue accuracy and operational efficiency."

"Automation Anywhere is stable, scalable, and easy to use."

"There are many features of Automation Anywhere that were found to be most valuable like WLM, PDF integration, Advanced Excel Commands, Terminal Emulator and its commands, Interactive Forms building features of A2019 which helped us in developing UI for our front office automation and integrate it with multiple rest APIs."

More Automation Anywhere pros

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

"Micro Focus Service Manager is fine."

"The solution is simple to set up."

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

"It is easy to use, cost effective, and ITIL based."

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

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"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

"It has the ability to consolidate different areas of the service desk into one solution."

"ServiceNow is easy to use and has a user-friendly interface."

"Improved the globalization of processes and around the clock service delivery to our customers Automated repetitive tasks and shifted left simple tasks to the service desk"

"ServiceNow is a very good platform, but do not build up things too fast."

"Overall, I rate ServiceNow 10 out of 10."

"ServiceNow has been implemented to streamline team workflows across different departments in our company. Users, including traveling leaders, were able to approve requests and authorize additional rights through the mobile platform."

"Identifies better ways to license software or eliminate unused software to save money and maintain a choice between buying more licenses or reclaiming licenses to stay within compliance."

"Easy to implement and consolidate different platforms and users with useful functionalities."

More ServiceNow pros

Cons

"The scripting can be a bit difficult."

"The user interface should be enhanced to make things simpler for the user."

"Many clients use the Citrix environment but AA has very low functionality to automate a Citrix environment."

"The A2019 in early releases had been quite unstable to our experience."

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

"Extracting customer addresses from Google that are not in a standard URL format is a challenge for Automation Anywhere."

"They should consider being more multi-platform."

"Automation Anywhere courses are a little bit complex to understand. You need a little bit more time, and accessibility is also a little bit of an issue."

More Automation Anywhere cons

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

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"It needs to be a lot more flexible, a lot more user friendly, and a lot lighter, not so heavy."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

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

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

"I don't see anything lacking."

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

More OpenText Service Manager [EOL] cons

"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."

"The pricing seems confusing, with the integration hub being most confusing."

"The technical support SLA can be improved because sometimes they take a long time to answer our queries."

"The ability to embed help information onto the screens."

"Before implementing this solution, you should have the ITSM model in place for change management requests. That is a prerequisite because you cannot perform tasks without it."

"The big area of improvement that I see is in the licensing model for the CreateNow app."

"Vulnerability management could be improved."

"The usability and user experience is a really big issue and needs to be improved."

More ServiceNow cons

Pricing and Cost Advice

"In the Indian market, I feel that for mid-size companies, such as ourselves, that having multiple bots costs a lot. If Automation Anywhere wants to expand in the Indian market, they will need to look at their pricing."

"It costs up to $1,200 per license."

"Cost is the biggest area in need of improvement for Automation Anywhere. Annually it's $250,000. That's what deterred us right away."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"Automation Anywhere University is pretty good. They make it available free for everyone."

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

"Automation Anywhere is costlier than the general competition. That is aligned with the share of the market it has."

"Regarding the price, licensing, and maintenance, Automation Anywhere provides its customers with its best and affordable value."

More Automation Anywhere pricing and cost advice

"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."

"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."

"The license is not cheap."

"The mandatory minimum is US$ 20,000 for licensing."

"ServiceNow's pricing is comparatively higher than Helix's."

"We are happy with the pricing."

"While the option exists to pay for a monthly license, we are dealing with large enterprises and these typically involve multi-year licenses of ten or five years, at a minimum."

"Certainly, from a product-platform perspective, the price is not too bad."

"ServiceNow tends to be a little bit more expensive as compared to BMC Helix ITSM."

"Getting the solution up and running is expensive."

"Isn't pricing always too much? We really do chafe at the ITIL licensing. ITOM is also pretty expensive."

More ServiceNow pricing and cost advice

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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

Financial Services Firm

12%

Manufacturing Company

10%

Government

Computer Software 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	57
Midsize Enterprise	35
Large Enterprise	179

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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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 t...

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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 ...

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What is your experience regarding pricing and costs for ServiceNow?

ServiceNow operates on a subscription-based pricing model with custom pricing based on modules, users, and business r...

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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

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

SCSM vs OpenText Service Manager [EOL]

Compared 11% 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

IBM Maximo vs ServiceNow

Compared 6% of the time

BMC Helix ITSM vs ServiceNow

Compared 5% of the time

Zendesk vs ServiceNow

Compared 4% of the time

JIRA Service Management vs ServiceNow

Compared 4% of the time

Freshservice vs ServiceNow

Compared 3% of the time

More ServiceNow 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

ServiceNow

May 2026

Download ServiceNow 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

No data available

Interactive Demo

Automation Anywhere

Demo not available

OpenText

Demo not available

ServiceNow

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

ServiceNow offers customizability and cloud-based integration that sustains operational efficiency. Enabling change and incident management, it accelerates workflow automation and project management without downtime issues, serving deployment needs for IT service and productivity enhancements.

ServiceNow stands out with its adaptable workflows and cloud-native infrastructure, boosting IT service, project, and asset management. Known for its robust incident and change management, the platform addresses business needs through its user-centric design and extensive integration options. By facilitating seamless IT operations and automation, ServiceNow empowers businesses to enhance productivity and efficiency. Regular updates ensure users benefit from the latest features without service interruptions, although pricing and licensing complexities demand attention. Users seek improved reporting tools and a more intuitive design while expressing interest in refined mobile functionality and better documentation.

What are the key features of ServiceNow?

Customizability: Enables tailored workflows to align with business processes.
Cloud-Based Integration: Allows seamless updates and operational sustainability.
Incident and Change Management: Supports efficient handling of IT-related issues.
Automation Capabilities: Automates repetitive tasks, enhancing productivity.
User-Friendly Design: Simplifies navigation and improves user interaction.
Comprehensive Reporting: Provides detailed insights for better decision-making.

What benefits and ROI should users anticipate from ServiceNow?

Improved Efficiency: Streamlines processes and reduces manual efforts.
Enhanced Productivity: Automates tasks, enabling focus on strategic initiatives.
Seamless Operations: Integrates across departments for unified management.
Effective IT Management: Smooth incident, change, and problem resolution.
Cost and Time Savings: Reduces operational costs through efficient workflow management.

ServiceNow finds implementation across industries like IT, HR, asset management, and help desks, addressing ticketing and configuration needs. Businesses use its dashboard for tracking performance metrics, enhancing decision-making in departments like HR service delivery. Its adaptability also makes it suitable for industries requiring robust operational management and process automation, driving efficiency and growth.

ServiceNow

Sample Customers

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

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)

June 2026

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

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