OpenText Service Management

Waterloo, Ontario, Canada

What it is

OpenText Service Management is a paid service management product available on Android, iOS, and the web. It includes a service catalog, employee portal, and knowledge base, together with workflow automation and asset management. Its listed capabilities also cover risk assessment and approval workflows, plus change management tools such as a change calendar, emergency changes, and a change audit trail. CMDB linking is supported, and the product can be deployed in hosted or self-managed environments. OpenText offers Service Management Express and Service Management Premium as SaaS plans. Both have custom pricing and a stated 99.9% SLA uptime; pricing is available on request, and there is no free plan. The product supports non-IT departments as well as service management use cases. OpenText was founded in 1991 and is headquartered in Waterloo, Ontario, Canada.

For and against

For

Supports non-IT departments
Available on Android, iOS, and web
Includes service catalog and employee portal
Change calendar and audit trail supported
Hosted and self-managed deployment

Against

No free plan
Pricing is available on request
SaaS plans have custom pricing

The verdict

OpenText Service Management covers service requests, assets, workflows, and change controls across departments. Buyers should request pricing for the two named SaaS plans and compare their needs with the available deployment choices.

Who it suits

It suits organizations seeking service workflows for IT or non-IT departments, with catalog, employee, knowledge, and change-management functions. Buyers can consider hosted or self-managed deployment.