We performed a comparison between ManageEngine ServiceDesk Plus 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."There's no problem with the software."
"I like the catalog features and workflow. I also like the knowledge space."
"We not only handle tickets, but also requests from many departments. All are easy to manage."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"Incident Management is a good feature."
"The solution overall has been quite stable."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The most valuable feature is the ticketing system which is working well."
"The tool is very easy to use."
"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."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"This is a cordless application that can be used throughout any organization."
"The timing reporting module, and how it's used is a bit difficult to understand."
"ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"ManageEngine ServiceDesk Plus could improve by having better integration with Microsoft Azure."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"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."
"The solution lacks sufficient documentation."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Management Automation X (SMAX) is ranked 16th in IT Service Management (ITSM) with 4 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Dameware Remote Support, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, Ivanti Neurons for ITSM and Clarity SM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Management Automation X (SMAX) report.
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