OpenText Service Management Automation X (SMAX) vs OpenText Service Manager [EOL] comparison

OpenText Service Management...
Read 5 OpenText Service Management Automation X (SMAX) reviews
  • 977 Views
  • 341 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive Summary
We performed a comparison between OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed IT Service Management (ITSM) Report (Updated: June 2024).
Buyer's Guide
IT Service Management (ITSM)
June 2024
Download the complete report
Helped 787,817 peers since 2012
 

Categories and Ranking

OpenText Service Management...
Average Rating
8.2
Number of Reviews
5
Ranking in other categories
IT Service Management (ITSM) (12th)
OpenText Service Manager [EOL]
Average Rating
7.2
Number of Reviews
48
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of June 2024, in the IT Service Management (ITSM) category, the mindshare of OpenText Service Management Automation X (SMAX) is 1.9%, up from 0.4% compared to the previous year. The mindshare of OpenText Service Manager [EOL] is 1.8%, down from 2.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
Unique Categories:
No other categories found
Help Desk Software
1.7%
 

Featured Reviews

Ioannis Panagiotou - PeerSpot reviewer
Jan 3, 2024
A tool that offers ESM or ITSM functionalities along with great integration capabilities
In my company, our customers need OpenText Service Management Automation X (SMAX) for service management, which may either be for ESM or ITSM The main benefit of the tool, from my point of view, which I think the customers can see, is the integration capabilities of the products that fall in the…
Read full review
TK
Aug 1, 2022
Customizable, flexible, and reliable
The initial setup is not difficult. However, adjusting to the business requirements generally depends on the version, of course. If you have the product process designer, maybe it is very much easier, however, in an earlier version, it was rather difficult to develop since you had the object control and it was old-fashioned in terms of style. If you have a process designer, of course, when you start with a process designer, it's much easier. I'd rate the ease of deployment at a four out of five. If you are doing it out of the box, it generally only takes one day to set everything up. It was implemented generally in the high availability solution. Each component is running separately, so we focused on the high availability during the setup. We have a few people that can handle deployment and maintenance tasks. They are admins.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"OpenText Service Management Automation X provides valuable features such as topic analytics for incident and problem management. It also includes natural language processing for analyzing technical descriptions. Additionally, it features a virtual chatbot capable of processing natural language to interact effectively with end users. This service enhances customer support and is not subject to the limitations often found in offerings from other vendors."
"The tool is very easy to use."
"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."
"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 initial setup is easy."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution is simple to set up."
"It gives us better understanding and control of service management."
"Service Manager's best features are flexibility and customizability."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"It's pretty well-structured in modules."
More OpenText Service Manager [EOL] pros
 

Cons

"The solution lacks sufficient documentation."
"The contract management feature can be improved."
"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 product's connectivity with third-party products is an area of concern where improvements are required."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The solution does not interface well with other products and is difficult to implement."
"The product's technical support services need improvement."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
More OpenText Service Manager [EOL] cons
 

Pricing and Cost Advice

"The cost of the license for SMAX varies depending on the configuration, including the number of seats for users and the customer's specific requirements. It's not a fixed cost and can vary."
"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."
"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."
"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."
"HP Service Manager has moderate pricing."
"The license is not cheap."
report
See which vendors are best for you
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
See recommendations
787,817 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
21%
Financial Services Firm
11%
Manufacturing Company
9%
Government
9%
Computer Software Company
21%
Financial Services Firm
15%
Manufacturing Company
12%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Micro Focus Service Management Automation X (SMAX)?
The tool is very easy to use.
See all answers
What is your primary use case for Micro Focus Service Management Automation X (SMAX)?
We have customers in these areas, including Saudi Arabia. We are currently running projects to upgrade and integrate with other tools.
See all answers
What advice do you have for others considering Micro Focus Service Management Automation X (SMAX)?
The TrendIQ feature in OpenText is specifically designed to leverage AI. Even though initially, users may access it without the intention of engaging AI, as mentioned in our discussion last week, i...
See all answers
What do you like most about Micro Focus Service Manager?
The initial setup is easy.
See all answers
What needs improvement with Micro Focus Service Manager?
The product's technical support services need improvement.
See all answers
What is your primary use case for Micro Focus Service Manager?
We use the product for infrastructure, profile, and incident management.
See all answers
 

Comparisons

JIRA Service Management vs OpenText Service Management Automation X (SMAX) Logo
JIRA Service Management vs OpenText Service Management Automation X (SMAX)
Compared 51% of the time
ManageEngine ServiceDesk Plus vs OpenText Service Management Automation X (SMAX) Logo
ManageEngine ServiceDesk Plus vs OpenText Service Management Automation X (SMAX)
Compared 20% of the time
Ivanti Neurons for ITSM vs OpenText Service Management Automation X (SMAX) Logo
Ivanti Neurons for ITSM vs OpenText Service Management Automation X (SMAX)
Compared 11% of the time
BMC Helix ITSM vs OpenText Service Management Automation X (SMAX) Logo
BMC Helix ITSM vs OpenText Service Management Automation X (SMAX)
Compared 9% of the time
Clarity SM vs OpenText Service Management Automation X (SMAX) Logo
Clarity SM vs OpenText Service Management Automation X (SMAX)
Compared 9% of the time
More OpenText Service Management Automation X (SMAX) Competitors
ServiceNow vs OpenText Service Manager [EOL] Logo
ServiceNow vs OpenText Service Manager [EOL]
Compared 77% of the time
BMC Helix ITSM vs OpenText Service Manager [EOL] Logo
BMC Helix ITSM vs OpenText Service Manager [EOL]
Compared 5% of the time
IBM Maximo vs OpenText Service Manager [EOL] Logo
IBM Maximo vs OpenText Service Manager [EOL]
Compared 5% of the time
JIRA Service Management vs OpenText Service Manager [EOL] Logo
JIRA Service Management vs OpenText Service Manager [EOL]
Compared 5% of the time
More OpenText Service Manager [EOL] Competitors
 

Product Reports

Buyer's Guide
IT Service Management (ITSM)
June 2024
OpenText Service Management Automation X (SMAX) reportDownload OpenText Service Management Automation X (SMAX) product report
Buyer's Guide
OpenText Service Manager [EOL]
June 2024
OpenText Service Manager [EOL] reportDownload OpenText Service Manager [EOL] product report
 

Also Known As

OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)
Micro Focus Service Manager, HPE ITSM, HPE Service Manager
 

Learn More

OpenText
OpenText
 

Interactive Demo

OpenText
Demo not available
OpenText
 

Overview

OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.

OpenText SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

SMAX has a flexible and transparent pricing model that lets you change license allocations or add capabilities without costly surprises. Pricing starts at $79 per agent per month for a full range of processes and features that include a service portal, mobile app, AI, analytics, federated CMDB, ITSM, ESM, discovery, and orchestration. Visit the OpenText ITSM SaaS pricing page for details.

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

 

Sample Customers

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).
resultspositive, Globicon
Buyer's Guide
IT Service Management (ITSM)
June 2024
Download Free Report
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM). Updated: June 2024.
DOWNLOAD NOW
787,817 professionals have used our research since 2012.
See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.