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Head-to-head · IT Change Management Software

OpenText Service Manager vs Freshservice

  • Updated Oct 2026
  • Both researched from official sources
  • 7 checks side by side
Higher score OpenText Service Manager #1 in IT Change Management Software 9.1/10 Pricing on request ✓ 6 of 6 features Visit OpenText
Freshservice #3 in IT Change Management Software 8.6/10 14-day trial Free trial✓ 1 of 6 features Visit Freshservice

OpenText Service Manager leads on 0 checks, Freshservice on 0, and 7 are even. Who comes out ahead on the 7 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreOpenText Service Manager · 9.1/10
  • Free trialonly Freshservice
  • Most featuresOpenText Service Manager · 6 of 6

OpenText Service Manager scores higher on our rubric for it change management software: 9.1 against 8.6 out of 10; our editors rank them #1 and #3.

OpenText Service Manager is the better fit for enterprises focused on controlled change processes. Freshservice is the better fit for growing IT teams needing broad service management value.

  • OpenText Service Manager fits best

    Enterprises focused on controlled change processes

  • Freshservice fits best

    Growing IT teams needing broad service management value

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Side by side

Feature OpenText Service Manager 9.1/10 Visit ↗ Freshservice 8.6/10 Visit ↗
At a glance
Editor score 9.1 8.6
Ranking #1 in IT Change Management Software #3 in IT Change Management Software
Best for Enterprises focused on controlled change processes Growing IT teams needing broad service management value
Pricing model Paid Paid
Starting price Pricing on request $19/user/mo
Free plan — —
Free trial — 14 days
Deployment Self-hosted Cloud, Mobile
Platforms Web Web, iOS, Android
Integrations 1 integrations 2 integrations
Built for Enterprise Small business, Mid-market, Enterprise
Features OpenText Service Manager 6/6 · Freshservice 1/6
Risk assessment ✓ (best) Not checked yet
Approval workflows ✓ ✓
Change calendar ✓ (best) Not checked yet
Emergency changes ✓ (best) Not checked yet
Change audit trail ✓ (best) Not checked yet
CMDB linking ✓ (best) Not checked yet
Our review
Pros
  • Routes standard changes for approval and gives emergency changes a distinct path.
  • Scores change risk and shows calendar collisions before scheduling.
  • Links configuration items to changes for impact analysis and activity history.
  • Combines change, incident, asset, CMDB, SLA, and knowledge management
  • Approval chains, configurable automation, and Freddy AI support service delivery
  • Web, iOS, Android, API access, and extensive integrations
Cons
  • Pricing requires a vendor quote rather than a published list price.
  • Self-hosted deployment may be a narrower fit for teams seeking SaaS-only options.
  • Its documented integration is UCMDB, limiting the named ecosystem fit.
  • No perpetual free plan is available
  • Annual billing applies to the $19, $49, and $99 plans
  • Change-specific depth is less detailed than dedicated tools
Our verdict

OpenText Service Manager is an IT service management product with a dedicated Change Management application for organizations that need structured control over service and configuration-item changes. Its workflow covers logging,…

Read the review →

Freshservice is a cloud-based IT service management platform for IT teams and enterprise service departments. It brings together incident, problem, change, asset, service catalog, knowledge management, workflow automation, reporting, and…

Read the review →
  1. OpenText Service ManagerIT Change Management Software 9.1Pricing on request
  2. FreshserviceIT Change Management Software 8.614-day trial

Strengths and trade-offs

  • OpenText Service Manager — where it wins

    • Routes standard changes for approval and gives emergency changes a distinct path.
    • Scores change risk and shows calendar collisions before scheduling.
    • Links configuration items to changes for impact analysis and activity history.

    Where it doesn't

    • Pricing requires a vendor quote rather than a published list price.
    • Self-hosted deployment may be a narrower fit for teams seeking SaaS-only options.
    • Its documented integration is UCMDB, limiting the named ecosystem fit.

  • Freshservice — where it wins

    • Combines change, incident, asset, CMDB, SLA, and knowledge management
    • Approval chains, configurable automation, and Freddy AI support service delivery
    • Web, iOS, Android, API access, and extensive integrations

    Where it doesn't

    • No perpetual free plan is available
    • Annual billing applies to the $19, $49, and $99 plans
    • Change-specific depth is less detailed than dedicated tools
  • OpenText Service Manager9.1/10 · Pricing on request

    A change-focused ITSM tool for enterprises that need approval paths, risk checks, and scheduling visibility.

    Visit OpenTextFull verdict →
  • Freshservice8.6/10 · 14-day trial

    Broad IT service management with change workflows, automation, assets, and self-service.

    Visit FreshserviceFull verdict →

More comparisons

All IT change management software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update