What users are saying about
16 Ratings
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Score 7.2 out of 100
442 Ratings
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Score 8.4 out of 100

Feature Set Ratings

    Reporting & Analytics

    7.0

    OpenText MBPM

    70%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    OpenText MBPM ranks higher in 3/3 features

    Dashboards

    7.9
    79%
    3 Ratings
    N/A
    0 Ratings

    Standard reports

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    Custom reports

    4.0
    40%
    3 Ratings
    N/A
    0 Ratings

    Process Engine

    7.3

    OpenText MBPM

    73%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    OpenText MBPM ranks higher in 8/8 features

    Process designer

    8.1
    81%
    3 Ratings
    N/A
    0 Ratings

    Process simulation

    7.1
    71%
    3 Ratings
    N/A
    0 Ratings

    Business rules engine

    9.0
    90%
    2 Ratings
    N/A
    0 Ratings

    SOA support

    6.0
    60%
    2 Ratings
    N/A
    0 Ratings

    Process player

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Support for modeling languages

    8.0
    80%
    2 Ratings
    N/A
    0 Ratings

    Form builder

    6.9
    69%
    3 Ratings
    N/A
    0 Ratings

    Model execution

    6.1
    61%
    3 Ratings
    N/A
    0 Ratings

    Collaboration

    7.6

    OpenText MBPM

    76%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    OpenText MBPM ranks higher in 1/1 features

    Social collaboration tools

    7.6
    76%
    3 Ratings
    N/A
    0 Ratings

    Content Management Capabilties

    6.0

    OpenText MBPM

    60%

    ServiceNow IT Service Management

    Feature Set Not Supported
    N/A
    OpenText MBPM ranks higher in 1/1 features

    Content management

    6.0
    60%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    OpenText MBPM

    Feature Set Not Supported
    N/A
    8.1

    ServiceNow IT Service Management

    81%
    ServiceNow IT Service Management ranks higher in 7/7 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    9.0
    90%
    67 Ratings

    Expert directory

    N/A
    0 Ratings
    7.9
    79%
    51 Ratings

    Service restoration

    N/A
    0 Ratings
    7.8
    78%
    56 Ratings

    Self-service tools

    N/A
    0 Ratings
    7.6
    76%
    65 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    7.4
    74%
    63 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    8.4
    84%
    60 Ratings

    ITSM reports and dashboards

    N/A
    0 Ratings
    8.4
    84%
    62 Ratings

    ITSM asset management

    OpenText MBPM

    Feature Set Not Supported
    N/A
    7.8

    ServiceNow IT Service Management

    78%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Configuration mangement

    N/A
    0 Ratings
    7.7
    77%
    60 Ratings

    Asset management dashboard

    N/A
    0 Ratings
    8.1
    81%
    59 Ratings

    Policy and contract enforcement

    N/A
    0 Ratings
    7.7
    77%
    53 Ratings

    Change management

    OpenText MBPM

    Feature Set Not Supported
    N/A
    8.1

    ServiceNow IT Service Management

    81%
    ServiceNow IT Service Management ranks higher in 3/3 features

    Change requests repository

    N/A
    0 Ratings
    8.3
    83%
    61 Ratings

    Change calendar

    N/A
    0 Ratings
    7.8
    78%
    55 Ratings

    Service-level management

    N/A
    0 Ratings
    8.2
    82%
    57 Ratings

    Attribute Ratings

    • OpenText MBPM is rated higher in 2 areas: Usability, Support Rating
    • ServiceNow IT Service Management is rated higher in 2 areas: Likelihood to Recommend, Likelihood to Renew
    • OpenText MBPM and ServiceNow IT Service Management are tied in 1 area: Implementation Rating

    Likelihood to Recommend

    7.1

    OpenText MBPM

    71%
    5 Ratings
    8.7

    ServiceNow IT Service Management

    87%
    79 Ratings

    Likelihood to Renew

    8.0

    OpenText MBPM

    80%
    4 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    12 Ratings

    Usability

    9.0

    OpenText MBPM

    90%
    1 Rating
    6.4

    ServiceNow IT Service Management

    64%
    11 Ratings

    Availability

    OpenText MBPM

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    2 Ratings

    Performance

    OpenText MBPM

    N/A
    0 Ratings
    9.0

    ServiceNow IT Service Management

    90%
    2 Ratings

    Support Rating

    10.0

    OpenText MBPM

    100%
    2 Ratings
    7.5

    ServiceNow IT Service Management

    75%
    40 Ratings

    Online Training

    OpenText MBPM

    N/A
    0 Ratings
    1.0

    ServiceNow IT Service Management

    10%
    1 Rating

    Implementation Rating

    10.0

    OpenText MBPM

    100%
    2 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    6 Ratings

    Product Scalability

    OpenText MBPM

    N/A
    0 Ratings
    10.0

    ServiceNow IT Service Management

    100%
    1 Rating

    Likelihood to Recommend

    OpenText MBPM

    Metastorm is well-suited for scenarios in which internal stress testing an application is needed in a hurry before showcasing it to potential customers. It supports different views of the process from Swimlane perspective, so different methodologies can be handled. It is an Enterprise level tool and handles both small and large projects quite well, although smaller companies may be stressed out by the amount of time it takes to properly maintain the application.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
    Anonymous | TrustRadius Reviewer

    Pros

    OpenText MBPM

    • Complex routing of tasks based on calculated criteria
    • Linking between tasks and accessing relevant information
    • Organising, scheduling and prioritising
    • Different views for different people
    Peter Green | TrustRadius Reviewer

    ServiceNow IT Service Management

    • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
    • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
    • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
    • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
    Dr Gardiner Jones | TrustRadius Reviewer

    Cons

    OpenText MBPM

    • The Metastorm process engine is based on an older version of .NET. Updating to a newer version would resolve several known issues with .NET email functionality.
    • Metastorm builds web pages at run time. While the UI presented to the end user is fine, the Document Object Model is convoluted and subject to change with new releases. Providing a more simplified DOM or at very least a custom function to replace document.getElementById() would make client-side scripting a much more powerful tool.
    • One function that I've seen Metastorm competitors do well, is email wizards. Having a WYSIWYG email editor would be really nice.
    Eden Mack | TrustRadius Reviewer

    ServiceNow IT Service Management

    • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
    • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
    • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
    Anonymous | TrustRadius Reviewer

    Pricing Details

    OpenText MBPM

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    OpenText MBPM Editions & Modules

    Additional Pricing Details

    ServiceNow IT Service Management

    General

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services
    Entry-level set up fee?
    No

    Starting Price

    $0 per year

    ServiceNow IT Service Management Editions & Modules

    Edition
    Starting Price$10,000.001
    1. per year
    Additional Pricing Details

    Likelihood to Renew

    OpenText MBPM

    OpenText MBPM 8.0
    Based on 4 answers
    There are other products that seem to be a better fit for future initiatives.
    Matt Temple | TrustRadius Reviewer

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 12 answers
    To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
    Anonymous | TrustRadius Reviewer

    Usability

    OpenText MBPM

    OpenText MBPM 9.0
    Based on 1 answer
    Although it is intuitive to use it does require training
    Harish Rajput | TrustRadius Reviewer

    ServiceNow IT Service Management

    ServiceNow IT Service Management 6.4
    Based on 11 answers
    The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
    Max Lewenhaupt | TrustRadius Reviewer

    Reliability and Availability

    OpenText MBPM

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 2 answers
    We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
    Michael Sypes | TrustRadius Reviewer

    Performance

    OpenText MBPM

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 9.0
    Based on 2 answers
    For a massive system, page loads are reasonably quick, including searches.
    Michael Sypes | TrustRadius Reviewer

    Support Rating

    OpenText MBPM

    OpenText MBPM 10.0
    Based on 2 answers
    Great customer service for an API support related query
    Harish Rajput | TrustRadius Reviewer

    ServiceNow IT Service Management

    ServiceNow IT Service Management 7.5
    Based on 40 answers
    I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
    Anonymous | TrustRadius Reviewer

    Online Training

    OpenText MBPM

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 1.0
    Based on 1 answer
    To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
    Anonymous | TrustRadius Reviewer

    Implementation Rating

    OpenText MBPM

    OpenText MBPM 10.0
    Based on 2 answers
    No answer on this topic is available.

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 6 answers
    Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
    Randall Hodgins | TrustRadius Reviewer

    Alternatives Considered

    OpenText MBPM

    We found that OpenText MBPM held its own quite well against IBM BPM. We ended up choosing OpenText MBPM due to the analytics, complex routing, and the ease of SOA service integration. Furthermore, the ability to quickly develop simple User interfaces make this tool a daily component of our most-used toolbox components.
    Anonymous | TrustRadius Reviewer

    ServiceNow IT Service Management

    We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
    Jessica Rich | TrustRadius Reviewer

    Scalability

    OpenText MBPM

    No score
    No answers yet
    No answers on this topic

    ServiceNow IT Service Management

    ServiceNow IT Service Management 10.0
    Based on 1 answer
    ServiceNow works as an enterprise solution.
    Michael Sypes | TrustRadius Reviewer

    Return on Investment

    OpenText MBPM

    • The development of the ticketing system has enabled us to greatly improve customer relationships
    • The scheduling and allocation of the tasks has reduced both the number of open tickets and the turnaround time to resolution
    • Management information from the system has improved decision making
    Peter Green | TrustRadius Reviewer

    ServiceNow IT Service Management

    • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
    • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
    • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
    Anonymous | TrustRadius Reviewer

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