OpenText Service Manager [EOL] vs SysAid comparison

Why PeerSpot?

OpenText and SysAid are both solutions in the Help Desk Software category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 90% of SysAid users who would recommend it.

Comparison Buyer's Guide

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Executive Summary

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

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software.

To learn more, read our detailed Help Desk Software Report (Updated: September 2026).

Buyer's Guide

Help Desk Software

September 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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Todd Blake

Senior IT Specialist at a healthcare company with 11-50 employees

A solution that streamlines ticket creation for the staff members of a business and enables efficient issue resolution by the IT team

SysAid is similar to Nintex AssureSign. Some of the back-end configurations of the solution are very difficult. So, we always need SysAid's help. Also, there are almost too many features that we are not taking advantage of in our company since we don't even know about them. A little bit of a streamlining or simplification of the main features would be a good improvement. I would like to see SysAid present its solution more easily. There is a lot in the solution, and it is more than what we need in our company.

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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

"The features are pretty easy to use, like the drag and drop feature. It is easy and understand, even a layman knows how the application works. All the basic stuff can be done by anybody."

"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."

"Not all tools give us the clear utilization of the infrastructure in place but this does and trust me, this has been proved far better than other RPA tools and that is why I see AA booming day by day."

"Workbench, which is a development tool, is very friendly. It is complete. Compared to Power Automate, Automation Anywhere is much more comprehensive and easy to understand."

"It is easy to automate SAP by using Cloning and Metabot."

"Automation Anywhere was easier to learn for the developers. It has a lot of out of box features when it comes to SAP, Excel, and others."

"It helps to improve and optimize processes. It eliminates some of the manual tasks, so we can save costs."

"AA has improved our efficiency and saved on manual hours because no manual interaction is required."

More Automation Anywhere pros

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

"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."

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

"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."

"Service Manager does what it should, but it's quite outdated."

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

"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."

"We think it’s worth switching over to HPE."

More OpenText Service Manager [EOL] pros

"SysAid is more user-friendly, and its configuration is easier than other tools."

"SysAid provides us with multilayered service management and all of our support pieces integrated into one system."

"SysAid provides us with multilayered service management and all of our support pieces integrated into one system, making our service and support systems much more transparent for everyone in the business and helping us deal with resources more flexibly."

"The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us."

"The service desk automation and orchestration are very good. We are implementing it at the moment. We implemented it for two of our applications already for our CRM. Whenever there's a change in the CRM, it will automate them into SysAid as well. We have two workflows from our CRM into SysAid, which is very helpful. Overall, we're very happy with the workflow."

"All our service management is integrated into one system. Our response time is much faster because we have a visual into what is going on."

"The only way we could have managed that growth was by having an application like SysAid."

"The solution provides us with multi-layered service management along with all our support pieces integrated in one system. Our entire system is run on SysAid, from Tier 1 to Tier 3. All the other IT department functionality is captured in SysAid, like development, warehousing, and application. So, it has vertical and horizontal coverage."

More SysAid pros

Cons

"Automation Anywhere can be improved with better documentation."

"In the next release, I think it has to be more compatible when deployed with the Citrix environment."

"The Insight feature could be improved. I don't think there's a lot of information about how to use Insight, so you have to try different scenarios to understand that feature better."

"If we are going through the high availability in the IQ Bot setup, it's a bit complex."

"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult."

"Automation Anywhere is one of the least stable RPA tools out of the top five RPA solutions."

"Cloud was one of the features we wanted to see, because it makes it much easier. The second feature is ease of use in terms of agnostic operating system."

"We are not getting consistent behavior from the tool We would like to see this improved and the product more stable."

More Automation Anywhere cons

"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."

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

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

"The product's technical support services need improvement."

"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."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

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

"Stability was a major issue in older versions of the product."

More OpenText Service Manager [EOL] cons

"Monitoring needs improvement. At the moment we are looking for some advanced monitoring tools, which are using AI and machine learning as well. This product currently does not offer that."

"This means the facilities people can see every ticket that is in the support queue, which is not great."

"The solution needs to improve their mobile product."

"Currently, SysAid does not have a mobile application."

"The administrative side of the user interface could be a little more user-friendly."

"One of the features that I'm hoping comes at some point is that currently you can only have one Knowledge Base instance within it."

"The automation needs improvement. The workflow has some improvements to do."

"There is a learning curve for the users."

More SysAid cons

Pricing and Cost Advice

"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"I think the solution's pricing is reasonable."

"We would like to use Citrix going forward. We use Bot Runners to scale up, and it gets to be expensive. Using Citrix, it can mitigate costs."

"It is expensive. Automation Anywhere has reduced the price slightly, as we have grown. However, the price is still excessive enough that we are engaged in PoCs on other tools."

"The licensing cost for Automation Anywhere is high."

"I'm not sure what the monthly licensing cost is, as that is taken care of by another team, but I would say it's around $100,000."

"Costs savings have been seen by employing bots for multiple shifts instead of people."

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 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."

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

"The pricing of SysAid is less than its competitors."

"Though I am not really sure about SysAid's prices, I know that it is competitive compared to some of the other products that our company looked at, like ConnectWise and ServiceNow."

"We saw our investment back at the end of year one."

"SysAid is a good solution, especially from a pricing perspective."

"Once you're interested, talk with SysAid. You can have them come in and look at your company and advise you on the best solution. They will tell you what comes with each separate package and also advise you what application to activate. If you want something that they don't have, they have a department that can design something based on your unique requests."

"Overall, the price is good. It's all about what you get for the base amount. From my perspective, you want to look at what you're getting out-of-the-box. SysAid does a good job of putting key stuff in the box for you."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

Construction Company

14%

Outsourcing Company

14%

Financial Services Firm

11%

Manufacturing Company

Construction Company

14%

Financial Services Firm

12%

Comms Service Provider

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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

By reviewers
Company Size	Count
Small Business	5
Midsize Enterprise	1
Large Enterprise	4

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

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Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% 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 19% 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

Zendesk vs OpenText Service Manager [EOL]

Compared 3% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs SysAid

Compared 14% of the time

ManageEngine ServiceDesk Plus vs SysAid

Compared 10% of the time

BMC Helix ITSM vs SysAid

Compared 6% of the time

HaloITSM vs SysAid

Compared 4% of the time

Freshservice vs SysAid

Compared 4% of the time

More SysAid Competitors

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

September 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

SysAid

August 2026

Download SysAid 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

SysAid

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

SysAid offers an adaptable IT management platform with customizable workflows, asset management, and seamless application integration, catering to departments such as HR, payroll, and finance.

SysAid provides tools for incident, request management, and a CMDB to support departments through efficient processes. It features a self-service portal and knowledge base, enhancing user experience by promoting autonomy. It allows for easy customization and features a scalable system that adjusts to enterprise needs. SysAid supports educational institutions, airlines, and a variety of sectors by streamlining communication through calls and emails.

What are SysAid's Important Features?

Intuitive Interface: Offers a user-friendly design that simplifies navigation.
Customizable Workflows: Enables users to tailor processes to their specific requirements.
Robust Self-Service Portal: Empowers users to resolve issues independently.
Comprehensive Asset Management: Tracks and manages assets efficiently.
Reporting Tools: Provides extensive data analysis and visualization capabilities.
Knowledge Base: Supports access to information for problem-solving.
Integration Capabilities: Allows seamless connection with other applications.

What Benefits and ROI Should Users Look For?

Ease of Customization: Adapt workflows and interfaces with minimal effort.
Scalability: Supports growth and changes in enterprise infrastructure.
Effective Technical Support: Ensures reliable assistance for troubleshooting issues.
Transparency: Enhances visibility into service management and asset tracking.

SysAid is utilized across different industries for IT, HR, facilities, and finance needs. Its primary role is in incident and request management and knowledge sharing, with asset inventory and CMDB functionalities aiding internal communication. It is implemented in sectors like education and aviation to streamline operational processes.

SysAid

Sample Customers

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

resultspositive, Globicon

Disney, Sears Holdings Corporation, LAN Airlines, Schneider Electric, On Semiconductors, Toyota, Sky, KPMG, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank, Xerox, Bacardi, Del Monte Fresh Produce, Manpower, Nucor, Ecobank

Find out what your peers are saying about ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: September 2026.

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