OpenText Service Management Alternatives

4.2(102 Ratings)

Considering alternatives to OpenText Service Management? See what this market OpenText Service Management users also considered in their purchasing decision. When evaluating different solutions, potential buyers compare competencies in categories such as evaluation and contracting, integration and deployment, service and support, and specific product capabilities.

Check out real reviews verified by Gartner to see how OpenText Service Management compares to its competitors and find the best software or service for your organization.

Reviewed in Last 12 Months

How Alternatives Are Selected

1. ServiceNow IT Service Management

4.3

Our company uses this as the IT ticketing system and it's a world in itself. A lot of menus, each with their own sub-section of ticket you're creating that will take you to the right team that can handle your issue. Can be a bit overwhelming at first with all the options available, but that's our customization of the software. Read all insights and reviews for ServiceNow IT Service Management

Where OpenText Service Management Scored Higher

Easier to integrate and deploy
Better evaluation and contracting

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2. ServiceDesk Plus

By ManageEngine

4.4

Our overall experience with Service Desk Plus has been exceptional. The platform has consistently met, and in several areas, exceeded our expectation as the core ITSM solution for a heterogeneous and evolving IT landscape. Its functional breadth and configurability enabled us to align the tool closely with our operational and governance requirements, rather than adapting processes to system constraints. In daily operations, Service Desk Plus proved stable and dependable, supporting structured incident and request handling, asset management, and the stepwise introduction of CMDB practices. The solution scaled well as process maturity increased, and it supported the professionalization of the service desk without introducing unnecessary overhead. Areas that required more effort were primarily related to initial setup and advanced configuration. To fully leverage the platform, clear process definitions and dedicated ownership are essential. Some advanced reporting and integration scenarios are not entirely intuitive out of the box and require additional configuration. These aspects were manageable and did not materially impact the overall value delivered. Overall, Service Desk Plus provided strong value for money and demonstrated enterprise-grade capabilities while remaining accessible for a mid-sized organization. Its flexibility, stability, and depth of functionality are the key reasons behind our exceptional rating.Read all insights and reviews for ServiceDesk Plus

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3. TOPdesk

4.5

The support from TOPdesk has been excellent. On top of the great support, they have a strong Knowledge Base library and recently started an online community presence. TOPdesk has improved our service management, increased transparency across teams, and made the day-to-day operations smoother. The self-service portal has been an added bonus that we did not previously have, which is an added bonus for our end users.Read all insights and reviews for TOPdesk

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4. SolarWinds Service Desk

4.3

Overall, my experience with SolarWinds Service Desk has been positive. The platform is easy to adopt, especially for teams that want to get up and running quickly without heavy customization. Core ITSM practices, like Incident, Service Request and Change Management work very well for users.Read all insights and reviews for SolarWinds Service Desk

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5. Jira Service Management

4.5

Firstly, I would suggest this product mainly to the organizations who are looking to use ITSM platform in their organization who have Atlassian products in usage and not only for them but for others who are looking for easy tracking of tickets and reporting with a good and standard scalable ITSM platform. My overall experience using this product is very good and it provides excellent ticket handling and tracking which helps a lot to the teams to co-ordinate and it improves overall communication between teams and helps our work done faster and reduces the load of manual tracking of requests and all. Also, based on the ticket it automatically assigns to the respective teams is what a great feature. Also, the main part is that we can integrate this with other Atlassian tools which helps our work go easier and faster and less ambiguity between teams. I would also say it drastically reduces the response time for the tickets and provides tracking support and efficient assignment of tickets which helped in reducing time and also complexity to understand and assign the issue and centralized tracking helps clean audit and with that it helps orgs in faster operations yet powerful resolutions. Coming to the negatives, as someone who is using it initially I found it difficult to use like where to do what and how it works. But once we know then we can easily use it and the magic begins then. Worth the training to use the best product. I would rate 4.3 out of 5 for this. Deployment objectives include a centralized platform to manage tickets and mainly for structured and visible ticket handling for IT operations and for better auditing of issues and their resolutions.Read all insights and reviews for Jira Service Management

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6. SymphonyAI IT Service Management

4.5

SymphonyAI team is reachable when required and clarifies the concerns.Read all insights and reviews for SymphonyAI IT Service Management

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7. Freshservice

4.4

Freshservice is extremely impressive for teams not wanting to worry about a ton of administrative problems with their ESM tool. Agents that aren't administrators find it really easy to start picking up tickets. As an admin I find it really easy to build a workflow to be able to achieve the type of automation for these tickets we need. I also like how I can customize almost every part of the design of the Freshservice Portal for end users. Being able to configure designs and features for end users or agents without being a developer is something that I think a lot of the major players miss on. Given that I think if you are looking to create the best experience for all involved, Freshservice is definitely second to none. Where they come up short on that, other tools that are doing really well is the conversational chat bots and leveraging their workflow tools to be able to do more custom automations that a lot of IT ops teams are looking for these days. It really is not the biggest need for our team though so we are happy nonetheless with their tool Read all insights and reviews for Freshservice

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8. Cherwell Service Management (Legacy)

4.3

Cherwell Service Management has proven to be an efficient platform for our organisation. It provide us with enhanced service management capabilities with multiple customisation options and automation features to reduce our efforts into managing the platform and saving our time.Read all insights and reviews for Cherwell Service Management (Legacy)

Where OpenText Service Management Scored Higher

Easier to integrate and deploy

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