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OpenText Service Management vs ServiceNow IT Service Management

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OpenText: The ServiceNow alternative for enterprise ITSM

This comparison shows why OpenText™ Service Management is a strong ServiceNow alternative—delivering simpler implementations, transparent licensing, and comprehensive features without hidden costs.

Swipe to see more OpenText™ Service ManagementServiceNow IT Service ManagementWhy this matters
Features
Total Cost of Ownership (TCO)
Checked
Configure don’t code. No need for skilled developers to upgrade or add functionality
X Mark

Adoption of the platform can be complex[1] which can require costly skilled staff or additional professional services support

Administrators can maintain changes on their own, driving lower TCO
Time to value
Checked
Production readiness in three to six months
X Mark

Customers report investing significant time in planning and configuration[2]

Project timelines can be met and return on investment comes faster
Discovery and CMDB
Checked
Cost-effective discovery across cloud and on-prem
X Mark

Discovery for cloud consumes thousands of licenses[3]

Complete, accurate discovery speeds up the issue resolution process without breaking your budget
User interface
Checked
Modern, user-friendly web and mobile interface
X Mark
Many ServiceNow customers ask us to put our UI on top of theirs
Users want a consumer-like experience, especially younger generations who prefer mobile apps
Licensing
Checked
Affordable, transparent licensing with features included as core, not extra
X Mark

Cost increases as you move to higher-level licensing packages (required to access all features[2])

Adding new features or functionality does not add new costs
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Leaders trust OpenText

Leaders trust OpenText

A smarter choice than ServiceNow

Consolidate your help desks to cut costs and elevate employee experiences

The benefits of a single service desk platform: A CIO’s perspective on OpenText Service Management

Imagine the simplicity of deploying a single corporate help desk for all departments. Picture providing outstanding service experiences with self-service, GenAI, and mobile access. Envision cutting operational costs by consolidating your tools and automating what needs automating. And rapidly rolling out your service desk without the need for developer expertise. It’s all possible.

It’s time to rethink your ITSM and corporate help desk approach. Discover how OpenText Service Management delivers these capabilities with codeless configurations and affordable licensing—without the complexity and surprise costs of multitiered licensing packages.

Top reasons to choose OpenText vs. ServiceNow

Our full-featured ITSM platform with built-in AI and ITIL capabilities delivers seamless service management without surprise costs

  • 2–3x faster
    deployments and upgrades[4]
    Meet expected project timelines and gain a faster return on investment with codeless configurations
  • Lower TCO
    without developers
    Enjoy simplicity and savings with codeless configurations—no need for developers to add, install, maintain, or upgrade new functionality
  • Complete
    discovery
    Remove blind spots with agent and agentless discovery across all apps and infrastructure, plus broad usage metrics for IT and software asset management
  • Accessible
    enterprise content
    Offer direct access to contracts, policies, and other content for speedier service support
  • Transparent
    licensing
    Avoid expensive add-ons or unexpected renewal rates—all the capabilities you need are included as core components
  • Modern
    user interface out of the box
    Get an intuitive, multichannel, out-of-the-box UI for your users—no costly resources needed for implementation or separate mobile app configuration
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Experience Service Management with GenAI

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Experience Universal Discovery and CMDB

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Experience Service Management with GenAI

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Experience Universal Discovery and CMDB

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Achmea logo

Simplified IT complexity with streamlined service and asset management

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Aydem Energy logo

Elevated user experiences and improved SLA compliance—growing ITSM productivity

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EBank logo

Improved services and customer engagement by aligning IT with business goals

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University of Milan logo

Boosted productivity and service quality with easy, traceable self-service

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Zurich Airport logo

Cut resolution times and grew user satisfaction with a robust ITSM solution

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See more success stories

OpenText Service Management

Read the overview

Boost service desk agent productivity with GenAI

Read the blog

Top reasons why it’s time to simplify your service management

See the top reasons

Modern ITSM delivers happy users, efficient IT, and better outcomes

Watch the video

OpenText Service Management

Read the overview

Boost service desk agent productivity with GenAI

Read the blog

Top reasons why it’s time to simplify your service management

See the top reasons

Modern ITSM delivers happy users, efficient IT, and better outcomes

Watch the video

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Footnotes

Footnote

  1. [1] Forrester Wave, Enterprise Service Management, 2023
  2. [2] IDC MarketScape, Worldwide IT Service Management Software 2024 Vendor Assessment, 2024
  3. [3] ServiceNow, ServiceNow Subscription Unit Overview, February 2024
  4. [4] GigaOm, GigaOm Radar for IT Service Management (ITSM) v3.0, 2024