We performed a comparison between JIRA Service Management and OpenText Service Management Automation X (SMAX) based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"Provides excellent management features."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"We have an Agile environment and using Jira makes it easy to adhere to Agile best practices."
"Its integration is most valuable. It is pretty open for integration."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Useful for tracking issues with development."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"It offers a range of tools for sales and configuration. It's like a business process improvement platform, suitable for various lines of business operations."
"This is a cordless application that can be used throughout any organization."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The tool is very easy to use."
"The initial setup is very complex."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"The interface could always be updated and improved."
"In-built chat is missing in JIRA Service Management."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The solution lacks sufficient documentation."
"The initial setup of Micro Focus Service Management Automation X (SMAX) is complicated, but once it is set up the configuration is straightforward to adapt to the users' or customers' needs."
"The contract management feature can be improved."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Management Automation X (SMAX) is ranked 16th in IT Service Management (ITSM) with 4 reviews. JIRA Service Management is rated 8.2, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". On the other hand, the top reviewer of OpenText Service Management Automation X (SMAX) writes "Offers a range of tools for sales and configuration that can be used in banks and telecom companies". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and Salesforce Service Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with ManageEngine ServiceDesk Plus, Ivanti Neurons for ITSM and Clarity SM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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