OpenText Service Management vs Hornbill Service Manager

OSOpenText Service Management9.1Visit Hornbill Service Manager5.2Visit

Higher score OS OpenText Service Management #3 in Enterprise Service Management Software 9.1/10 Pricing on request ✓ 6 of 6 features Visit OpenText

vs

Hornbill Service Manager #28 in Enterprise Service Management Software 5.2/10 Free plan · pricing on request Free plan✓ 6 of 6 features Visit Hornbill

• OpenText Service Management fits best

  Mature enterprises needing broad IT and ESM coverage

• Hornbill Service Manager fits best

  Teams wanting free, straightforward ESM

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Side by side

Feature	OSOpenText Service Management 9.1/10 Visit ↗	Hornbill Service Manager 5.2/10 Visit ↗
At a glance
Editor score	9.1	5.2
Ranking	#3 in Enterprise Service Management Software	#28 in Enterprise Service Management Software
Best for	Mature enterprises needing broad IT and ESM coverage	Teams wanting free, straightforward ESM
Pricing model	Paid	Free plan + paid
Starting price	—	Free plan · pricing on request
Free plan	Not checked yet	✓ (best)
Free trial	—	—
Deployment	Cloud, Self-hosted	Cloud
Platforms	Web, iOS, Android	Web
Support	Email, Phone, Community, Docs · 24/7	Tickets, Community, Docs · 24/7
Built for	Mid-market, Enterprise	Small business, Mid-market, Enterprise
Features OpenText Service Management 6/6 · Hornbill Service Manager 6/6
Non-IT departments	✓	✓
Service catalog	✓	✓
Workflow automation	✓	✓
Employee portal	✓	✓
Knowledge base	✓	✓
Asset management	✓	✓
Specs
Deployment	Both	Cloud
Our review
Pros	Combines ITSM, ESM, CMDB, asset management, and no-code workflows Offers SaaS, self-hosted, web, mobile, and API deployment options Includes Aviator AI, analytics, knowledge tools, and extensive integrations	Free self-service users with core ESM capabilities Covers IT and business services, including HR and Facilities Includes workflows, knowledge, assets, and service catalogs
Cons	Pricing requires a custom sales engagement Support availability depends on the support plan and incident classification Asset, procurement, idea, contract, and vendor management require Premium	Platform users and Service Manager agents are paid Web-only deployment limits platform choice Integration breadth is narrower than broader ESM platforms
Our verdict	OpenText Service Management is an enterprise service management platform for IT and non-IT departments. It brings together IT service management, self-service portals, mobile access, workflow automation, knowledge management, a native… Read the review →	Hornbill Service Manager is a cloud-based enterprise service management application for organizations supporting IT and wider business services. It brings together service catalog publishing, request management, an employee self-service… Read the review →

Strengths and trade-offs

• OpenText Service Management — where it wins

  • Combines ITSM, ESM, CMDB, asset management, and no-code workflows
  • Offers SaaS, self-hosted, web, mobile, and API deployment options
  • Includes Aviator AI, analytics, knowledge tools, and extensive integrations

  Where it doesn't

  • Pricing requires a custom sales engagement
  • Support availability depends on the support plan and incident classification
  • Asset, procurement, idea, contract, and vendor management require Premium

• Hornbill Service Manager — where it wins

  • Free self-service users with core ESM capabilities
  • Covers IT and business services, including HR and Facilities
  • Includes workflows, knowledge, assets, and service catalogs

  Where it doesn't

  • Platform users and Service Manager agents are paid
  • Web-only deployment limits platform choice
  • Integration breadth is narrower than broader ESM platforms

• OSOpenText Service Management9.1/10 · Pricing on request

  A broad ITSM and ESM platform for mature enterprises with complex service operations.

  Visit OpenTextFull verdict →
• Hornbill Service Manager5.2/10 · Free plan · pricing on request

  A straightforward ESM platform with a free plan and broad core service-management tools.

  Visit HornbillFull verdict →