What users are saying about
16 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.2 out of 100
Based on 16 reviews and ratings
442 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8.4 out of 100
Based on 442 reviews and ratings
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
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
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
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
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
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
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
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.

Verified User
Consultant in Information Technology
Information Technology and Services Company, 51-200 employeesServiceNow 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.

Verified User
Engineer in Finance and Accounting
Financial Services Company, 5001-10,000 employeesPros
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
Director of Technology
Positively OnLine LtdInformation Technology and Services, 11-50 employees
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.
Windows Systems Administrator
DaVita Kidney CareHospital & Health Care, 1001-5000 employees
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.
Senior BPM Developer
K&L GatesLaw Practice, 1001-5000 employees
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!

Verified User
Project Manager in Information Technology
Banking Company, 10,001+ employeesPricing 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 |
---|
- 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.
Application Integration Analyst
Porter Wright Morris & Arthur, LLPLaw Practice, 201-500 employees
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.

Verified User
Analyst in Information Technology
Information Technology and Services Company, 1001-5000 employeesUsability
OpenText MBPM
OpenText MBPM 9.0
Based on 1 answer
Although it is intuitive to use it does require training
Business Excellence Manager - Lean Projects & Process Methodologies
Navistar IncRetail, 10,001+ employees
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.
EMEA Enterprise Support Specialist
Discovery Networks InternationalBroadcast Media, 1001-5000 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
Support Rating
OpenText MBPM
OpenText MBPM 10.0
Based on 2 answers
Great customer service for an API support related query
Business Excellence Manager - Lean Projects & Process Methodologies
Navistar IncRetail, 10,001+ employees
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.

Verified User
Administrator in Information Technology
Law Practice Company, 1001-5000 employeesOnline 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.

Verified User
Engineer in Information Technology
Consumer Goods Company, 5001-10,000 employeesImplementation 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.
Senior ITSM Solutions Architect
JIT Resources & Solutions (J.I.T.)Information Technology and Services, 11-50 employees
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.

Verified User
Consultant in Information Technology
Information Technology and Services Company, 51-200 employeesServiceNow IT Service Management
Project manager
IndeedInformation Technology & Services, 10,001+ employees
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.
Programmer Analyst
Goodwill of Central ArizonaPhilanthropy, 1001-5000 employees
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
Director of Technology
Positively OnLine LtdInformation Technology and Services, 11-50 employees
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

Verified User
Engineer in Information Technology
Banking Company, 1001-5000 employees