What users are saying about
16 Ratings
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Top Rated
360 Ratings
16 Ratings
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Score 7.2 out of 100

ServiceNow IT Service Management

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Top Rated
360 Ratings
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Score 8.1 out of 100

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 very large enterprises. ServiceNow can handle a multitude of operations to help with overall IT management. The downside is two-fold: it can get quite clunky at times, and is expensive. While much of it is not intuitive and can be difficult to figure out and use, it has quite a wide range of reporting capabilities. If set up properly with solid process flows, it can be a tremendous tool for IT consumers, technicians and management.
Dr Gardiner Jones | TrustRadius Reviewer

Feature Rating Comparison

Reporting & Analytics

OpenText MBPM
6.9
ServiceNow IT Service Management
Dashboards
OpenText MBPM
7.8
ServiceNow IT Service Management
Standard reports
OpenText MBPM
9.0
ServiceNow IT Service Management
Custom reports
OpenText MBPM
4.0
ServiceNow IT Service Management

Process Engine

OpenText MBPM
7.3
ServiceNow IT Service Management
Process designer
OpenText MBPM
8.2
ServiceNow IT Service Management
Process simulation
OpenText MBPM
7.2
ServiceNow IT Service Management
Business rules engine
OpenText MBPM
9.0
ServiceNow IT Service Management
SOA support
OpenText MBPM
6.0
ServiceNow IT Service Management
Process player
OpenText MBPM
7.0
ServiceNow IT Service Management
Support for modeling languages
OpenText MBPM
8.0
ServiceNow IT Service Management
Form builder
OpenText MBPM
6.8
ServiceNow IT Service Management
Model execution
OpenText MBPM
6.2
ServiceNow IT Service Management

Collaboration

OpenText MBPM
7.5
ServiceNow IT Service Management
Social collaboration tools
OpenText MBPM
7.5
ServiceNow IT Service Management

Content Management Capabilties

OpenText MBPM
6.0
ServiceNow IT Service Management
Content management
OpenText MBPM
6.0
ServiceNow IT Service Management

Incident and problem management

OpenText MBPM
ServiceNow IT Service Management
8.3
Organize and prioritize service tickets
OpenText MBPM
ServiceNow IT Service Management
8.8
Expert directory
OpenText MBPM
ServiceNow IT Service Management
7.9
Service restoration
OpenText MBPM
ServiceNow IT Service Management
7.9
Self-service tools
OpenText MBPM
ServiceNow IT Service Management
8.2
Subscription-based notifications
OpenText MBPM
ServiceNow IT Service Management
8.2
ITSM collaboration and documentation
OpenText MBPM
ServiceNow IT Service Management
8.8
ITSM reports and dashboards
OpenText MBPM
ServiceNow IT Service Management
8.6

ITSM asset management

OpenText MBPM
ServiceNow IT Service Management
7.9
Configuration mangement
OpenText MBPM
ServiceNow IT Service Management
8.2
Asset management dashboard
OpenText MBPM
ServiceNow IT Service Management
8.0
Policy and contract enforcement
OpenText MBPM
ServiceNow IT Service Management
7.6

Change management

OpenText MBPM
ServiceNow IT Service Management
8.6
Change requests repository
OpenText MBPM
ServiceNow IT Service Management
8.8
Change calendar
OpenText MBPM
ServiceNow IT Service Management
8.5
Service-level management
OpenText MBPM
ServiceNow IT Service Management
8.6

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

  • Web based GUI where we can have drag and drop feature enabled for handling the items
  • Integrates well with third party platforms using REST APIs like monitoring tools to create tickets or Alerting tools to create alarms in case of an event
  • Available as a SAAS solution by ServiceNow hence users needn't worry about the backend infrastructure
Anonymous | 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

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
At the moment, ServiceNow provides the best offering in the space and our customers are very happy with their current portals. We recently conducted an ROI review of the ServiceNow product with a client that was very favorable to the product. We keep our options open, but as of right now, we don't see a reason to change.
Akil Franklin | 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 10.0
Based on 7 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 1 answer
Great customer service for an API support related query
Harish Rajput | TrustRadius Reviewer

ServiceNow IT Service Management

ServiceNow IT Service Management 8.3
Based on 36 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 1 answer
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

ServiceNow seems to be able to scale as large as you would like it to and outpaces the competition as far as ease of licenses and growth. While it is clunky it really allows you to drill down to the smallest workflow or permissions to really allow the system to build around your environment. Other products seem to want to push you towards templates or more of the "wizard" style set up.
Jesse Bickel, MS - PMP | 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 positively impacted ROI as it has improved the efficiency of request handling.
  • It has had the positive impact of allowing our organization to standardize on one ticketing tool eliminating a number of others.
  • A negative impact on ROI has been the licensing cost of ServiceNow. Being the premier ticket management system, it definitely has the price tag to match.
Anonymous | TrustRadius Reviewer

Pricing Details

OpenText MBPM

General

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

ServiceNow IT Service Management

General

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

Rating Summary

Likelihood to Recommend

OpenText MBPM
7.2
ServiceNow IT Service Management
8.3

Likelihood to Renew

OpenText MBPM
8.0
ServiceNow IT Service Management
10.0

Usability

OpenText MBPM
9.0
ServiceNow IT Service Management
10.0

Reliability and Availability

OpenText MBPM
ServiceNow IT Service Management
10.0

Performance

OpenText MBPM
ServiceNow IT Service Management
9.0

Support Rating

OpenText MBPM
10.0
ServiceNow IT Service Management
8.3

Online Training

OpenText MBPM
ServiceNow IT Service Management
1.0

Implementation Rating

OpenText MBPM
10.0
ServiceNow IT Service Management
10.0

Scalability

OpenText MBPM
ServiceNow IT Service Management
10.0

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