OpenText Service Manager [EOL] vs Samanage comparison

Why PeerSpot?

OpenText and SolarWinds are both solutions in the Help Desk Software category. Additionally, 79% of OpenText users are willing to recommend the solution, compared to 100% of SolarWinds users who would recommend it.

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Executive Summary

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

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

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Buyer's Guide

Help Desk Software

September 2026

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Helped 917,433 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

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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Meechai C.

Consult at a manufacturing company with 10,001+ employees

Detects incidents quickly, improves our SLA performance and solves issues faster

We mainly use it for incident logging. We'd like to add service request functionality, but we don't have the knowledge to configure the requests and the workflows properly. We'd like to integrate our workflows with the incident management, so we use it to manage our work better. We'd like to implement the service request feature. Right now, we just record everything as incidents. Some activities can take a long time, maybe one or two weeks. This makes it hard to maintain a good SLA, even if we work hard. So, response speed and workflow improvements.

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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 simplicity of the tool is a plus point, as it does not require one to be from coding background to work on it."

"The core RPA service that it provides and the stability that it has in maintaining that as a cloud service solution is a key enabler for us. Its stability is good, and the low-code/no-code setup that it has is very user-efficient."

"IQ Bot is very helpful as it is easy to learn and implement and the data output accuracy is almost 90%. Over time, the BOT learns from the validation which is an added advantage. Whatever I was thinking for version 11.3, it's being implemented in A2019. The incorporation of Python scripts is also implemented which will be easier for validations."

"What I like about Automation Anywhere is the object cloning and the way you can move the mouse and either go to a particular point or go to an element. That's very easy and intuitive in Automation Anywhere... If I need to mimic a human behavior, I will use Automation Anywhere."

"Automation Anywhere has not only my organization but several customers as well, particularly the organizations from the automobile industry, benefitted in their vision to transform their business objective towards the path of digital transformation."

"We are trying to do about 100 automated processes this year, and I have confidence that the solution is able to cater our needs."

"One of the things I appreciate the most about Automation Anywhere is that it's in the cloud, so when we are on-site on a project, we collect a lot of data, hand it to this bot, and it runs the function; by the time we reach our destination, whether we move from San Francisco to New York, it's equivalent to 20 people's work in six hours, utilizing quite a few attended or unattended bots."

"Because of the presence of Automation, it helped my company deal with banks in this field and to know many important processes in banks and private companies."

More Automation Anywhere pros

"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."

"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 improved our service levels and have been able to maintain them for the last four and a half years."

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

"The flexibility and the integrity of the product allow me to have a rock-solid platform for change, problem, and incident control."

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

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

"Service Manager gives us a single system where everything is centralized in one base."

More OpenText Service Manager [EOL] pros

"The solution has a great filtering feature."

"The best part is the ability to keep records, especially incident records. It's easy to use the tool to store data and monitor it."

"Samanage has not only taken over asset and inventory management, but it also has the ability to function across departments, making it easy for end users to submit help desk tickets for IT, HR, and Finance."

"I would recommend Samanage from the IT support perspective because it's a great ticketing system and the only downside is the site shutdowns and the messy nature of the UI and UX."

Cons

"I would like to see them expand the service catalog with RCA add-ons to the current RPA package."

"Automation with bots runs fine only if it is an attended bot. With unattended bots, the bots run only 25 to 30 percent of the time."

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

"Automation Anywhere's stability could improve. It isn't completely stable, but it's getting better daily."

"However, it does not work as well with retrieving data from images."

"They need to improve the real-time data and analytics."

"If you were to come to me and ask for an OCR to be done, I could only guarantee you about eighty percent accuracy."

"OCR technology could be more inclusive by offering a wider range of supported languages, as its current selection is limited."

More Automation Anywhere cons

"It's not so easy to move to the next version. It's not quick to upgrade."

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

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

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

"The stability could be better."

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

"The interface could be better."

"The licensing model could be made more flexible."

More OpenText Service Manager [EOL] cons

"There are definitely areas for improvement, but so far, so good."

"We've had some problems with the system shutting down about once a month. It sometimes takes five or 10 minutes to start working again but it can also take hours."

"The setting up process is not quite easy. It's quite difficult."

"The system shuts down about once a month which is frustrating."

Pricing and Cost Advice

"This is a comprehensive automation offering with a scalable architecture and flexible pricing models."

"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."

"My only suggestion in terms of pricing is very generic and that is to consider that as much as RPA saves cost and does automation, please get a realistic estimation done on whether you are really achieving any ROI over your investment with RPA."

"We have a few licenses. They cost roughly $10,000 each."

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

"From my experience, I can say that the initial setup cost is easily recovered over a period of time once the bots start running in production."

"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."

"AA comes at a more affordable price than the other tools."

More Automation Anywhere pricing and cost advice

"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."

"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."

"It is expensive."

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Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

12%

Manufacturing Company

11%

Financial Services Firm

14%

Construction Company

12%

Outsourcing Company

12%

Manufacturing Company

10%

Construction Company

16%

Comms Service Provider

14%

Financial Services Firm

10%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	86
Large Enterprise	562

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

No data available

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 4% 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

JIRA Service Management vs OpenText Service Manager [EOL]

Compared 12% of the time

BMC Helix ITSM vs OpenText Service Manager [EOL]

Compared 11% of the time

Clarity SM vs OpenText Service Manager [EOL]

Compared 7% of the time

SCSM vs OpenText Service Manager [EOL]

Compared 7% of the time

More OpenText Service Manager [EOL] Competitors

ServiceNow vs Samanage

Compared 10% of the time

Freshservice vs Samanage

Compared 10% of the time

SolarWinds Service Desk vs Samanage

Compared 5% of the time

ManageEngine ServiceDesk Plus vs Samanage

Compared 3% of the time

ENSO AI vs Samanage

Compared 3% of the time

More Samanage Competitors

Product Reports

Buyer's Guide

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Manager [EOL]

October 2026

Download OpenText Service Manager [EOL] product report

Buyer's Guide

Help Desk Software

September 2026

Download Samanage 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

SolarWinds

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

Samanage is a cloud-based IT service management platform designed to streamline support operations and improve efficiency. It provides a user-friendly experience tailored for various industries.

Focused on enhancing IT operations, Samanage offers a range of tools that facilitate seamless service delivery and management. Its cloud-native architecture ensures scalability and reliability, while its intuitive design allows users to effectively handle incidents, changes, and assets without extensive training. This adaptability makes it a trusted choice for organizations looking to enhance their IT service management capabilities.

What are the key features of Samanage?

Incident Management: Quickly address and resolve support requests with streamlined processing.
Change Management: Manage changes with comprehensive tracking and implementation protocols.
Asset Management: Optimize the management of IT assets with real-time tracking and lifecycle insights.
Service Catalog: Provide a self-service portal with customizable service offerings.
Knowledge Base: Empower teams with accessible documentation and solutions for common issues.

What benefits can users expect from Samanage?

Improved Efficiency: Automate repetitive tasks to save time and reduce errors.
Cost Reduction: Optimize resource allocation and minimize downtime associated with IT issues.
Enhanced Scalability: Easily scale operations without disruptions, accommodating growth seamlessly.
User Satisfaction: Provide faster and more accurate support, leading to higher satisfaction scores.
Data-Driven Insights: Access actionable analytics to drive informed decision-making.

In industries like healthcare and education, Samanage is implemented to support critical IT infrastructure, ensuring reliable service delivery and compliance with industry-specific regulations. By integrating with existing systems, it enhances efficiency while maintaining a focus on security and user privacy.

SolarWinds

Sample Customers

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

resultspositive, Globicon

SXSW, PRA Group, Fandango, Inteva Products, Amherst College, Tensator

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