Alemba Service Manager vs OpenText Service Management (SMAX) comparison

Alemba and OpenText are both solutions in the IT Service Management (ITSM) category. Alemba is ranked #29, while OpenText is ranked #12 with an average rating of 7.5. Alemba holds a 0.9% mindshare in ISM, compared to OpenText’s 2.4% mindshare. Additionally, 100% of Alemba users are willing to recommend the solution, compared to 85% of OpenText users who would recommend it.

Alemba Service Manager

Read 3 Alemba Service Manager reviews

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410 Comparison Views

100% willing to recommend

OpenText Service Management...

Read 7 OpenText Service Management (SMAX) reviews

968 Views
968 Comparison Views

85% willing to recommend

Alemba Service Manager

OpenText Service Management...

Comparison Buyer's Guide

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Executive SummaryUpdated on Sep 21, 2025

Alemba Service Manager and OpenText Service Management (SMAX) compete in IT service management. OpenText SMAX seems to have the upper hand due to its advanced features and potential for enhanced outcomes, appealing to organizations seeking greater capabilities.

Features: Alemba Service Manager offers customizable workflow configurations, extensive integration capabilities, and adaptability to various business needs. SMAX provides AI-backed automation, comprehensive ITIL processes, and effective self-service tools. The notable edge of SMAX is its robust automation and AI functionalities.

Ease of Deployment and Customer Service: Alemba is recognized for its straightforward deployment process and reliable customer support, providing personalized assistance during setup. OpenText SMAX, while more intricate due to its advanced features, offers comprehensive documentation and resources to aid deployment.

Pricing and ROI: Alemba Service Manager presents a cost-effective setup with a quick ROI, making it appealing for budget-conscious businesses. OpenText SMAX requires a higher initial investment, often justified by the superior functionalities and long-term value it offers.

To learn more, read our detailed Alemba Service Manager vs. OpenText Service Management (SMAX) Report (Updated: September 2025).

Buyer's Guide

Alemba Service Manager vs. OpenText Service Management (SMAX)

September 2025

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Helped 869,566 peers since 2012

Review summaries and opinions

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

Categories and Ranking

Alemba Service Manager

Ranking in IT Service Management (ITSM)

29th

Average Rating

7.4

Reviews Sentiment

6.3

Number of Reviews

Ranking in other categories

No ranking in other categories

OpenText Service Management...

Ranking in IT Service Management (ITSM)

12th

Average Rating

7.6

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of October 2025, in the IT Service Management (ITSM) category, the mindshare of Alemba Service Manager is 0.9%, up from 0.9% compared to the previous year. The mindshare of OpenText Service Management (SMAX) is 2.4%, up from 1.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
OpenText Service Management (SMAX)	2.4%
Alemba Service Manager	0.9%
Other	96.7%

IT Service Management (ITSM)

Featured Reviews

reviewer1099623

ICT Analyst at a energy/utilities company with 5,001-10,000 employees

Fulfills all IT management needs, simple setup, but could be more user-friendly

Unfortunately, we were not able to implement the mobility feature so I won't be able to provide feedback on it (and it was something that has been requested since we have field workers and given the WFH case due to the pandemic). This is due to results of security tests and which we were not yet able to address in our environment. We've been also trying to integrate our current system with discovery solutions but it was not easy. I am not sure if it is due to the fact that we still have an older version of the AlembavFire product. Also, users are also requesting that the current system's UI can still be improved. For those of our users who had experienced ServiceNow, they cited that they can do RFC chats via the tool. In our group, we are using AlembavFire for recording the ticket and do other discussions/alignments via Teams chat.

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Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

Offers a range of tools for sales and configuration that can be used in banks and telecom companies

The deployment takes three months. In this process, customers need to allocate resources like networks, data storage, and images. They then need to decide which business functions they intend to use in production and perform some basic configurations. Custom documentation is prepared and provided for user renewals and administration. I would rate the experience of the initial setup a nine out of ten.

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Quotes from Members

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

Pros

"Incident Management is the most valuable feature of the solution."

"When we met with the Alemba vFire from Australia, it was a good discussion and they have a good feature roadmap."

"The workflow is very good, as well as customizable."

"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."

"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."

"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 product provides an interface for the end users to make requests."

"The customization features are quite good, and we have a very good local vendor helping us in this regard."

Cons

"The product should improve its ability to integrate with third-party tools."

"We had issues with the user interface, the way it was structured wasn't that user-friendly. The chat features could improve. For example, in change management, all the chat discussions can be done via ServiceNow. We are using two separate solutions, such as Teams, to chat, and the Alemba vFire tool to process."

"The reporting needs to be improved."

"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 reporting functionality is not the best as it is not easy to use."

"The tool has negatively impacted our productivity."

"The product's connectivity with third-party products is an area of concern where improvements are required."

"The solution lacks sufficient documentation."

Pricing and Cost Advice

"The product is much cheaper than ServiceNow."

"Alemba vFire is more affordable than the other solutions on the market. The solution changes for the number of customers not per user or module. The price was reasonable overall. We paid for support and it was a fair price."

"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."

"The solution is somewhat cheaper than the competitors."

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Top Industries

By visitors reading reviews

Government

30%

Energy/Utilities Company

11%

Computer Software Company

Real Estate/Law Firm

Computer Software Company

10%

Financial Services Firm

10%

Manufacturing Company

10%

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	1
Large Enterprise	3

Questions from the Community

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What do you like most about Micro Focus Service Management Automation X (SMAX)?

The tool is very easy to use.

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What is your primary use case for Micro Focus Service Management Automation X (SMAX)?

We are using the application as a customer. We are utilizing OpenText Service Management (SMAX) mainly for ITSM processes and some BPM activities. It is mainly used for tracking performance and cre...

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What advice do you have for others considering Micro Focus Service Management Automation X (SMAX)?

I would rate OpenText Service Management (SMAX) an eight out of ten. Please hide my name and company name as I have not received approval from my corporate communications team to speak on behalf of...

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Comparisons

JIRA Service Management vs Alemba Service Manager

Compared 37% of the time

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Compared 32% of the time

BMC Helix ITSM vs Alemba Service Manager

Compared 31% of the time

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ServiceNow vs OpenText Service Management (SMAX)

Compared 31% of the time

JIRA Service Management vs OpenText Service Management (SMAX)

Compared 21% of the time

BMC Helix ITSM vs OpenText Service Management (SMAX)

Compared 18% of the time

Ivanti Voice vs OpenText Service Management (SMAX)

Compared 15% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Management (SMAX)

Compared 6% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Alemba Service Manager product report

Buyer's Guide

IT Service Management (ITSM)

September 2025

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Also Known As

vFire

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

Interactive Demo

Alemba

OpenText

Overview

Alemba Service Manager (ASM), is a global, ITIL-aligned ITSM tool. Certified for 18 PinkVERIFY practices including Incident Management, Problem Management, and Change Management, reducing response time through automated workflows.

Rapid Start expedites deployment with a pre-built database, and no-code process development simplifies workflow creation.

ASM offers organizational transformation by enhancing workflows, ensuring standardization, and adapting to departmental needs.

ASM fits any global business managing information. Our competitive and unique pricing model takes into account different levels of participation in organizations, offering a solution for everyone.

Alemba

OpenText Service Management Automation X delivers efficient service management automation with user-friendly configurability across IT, IoT, HR, and finance sectors. It enhances business processes through integrated incident management and natural language processing with virtual chatbots.

OpenText SMAX blends user-friendly design with broad language support and robust storage. It enables organizations to deploy in both on-premise and cloud environments using Kubernetes. SMAX excels in business process improvement, incident management, and uses intelligent agents for autonomous alerts and issue resolution. However, it requires enhancements in integration capabilities and documentation, third-party product connectivity, and contract management. Users face challenges with process automation and search functionality, demanding greater customization and flexibility.

What are the key features of OpenText SMAX?

User-Friendliness: Simplifies service management across departments.
Configurability: Allows customization to meet specific needs.
Adaptability: Effective across IT, IoT, HR, and finance.
Language Support: Broad language capabilities for diverse users.
Storage Capabilities: Efficient and reliable data management.
Process Improvement: Tools for streamlining business operations.
Incident Management: Effective handling and resolution of issues.
Natural Language Processing: Chatbots that enhance customer support.
Automation: Facilitates seamless logistics and service catalog management.

What benefits and ROI should users evaluate?

Enhanced Efficiency: Streamlines service management processes.
Improved Customer Support: Virtual chatbots provide superior assistance.
Scalability: Adaptable to growing business needs.
Cost Reduction: Optimizes resource usage and reduces operational costs.
Employee Onboarding: Simplifies and accelerates onboarding processes.

Banks and telecom companies primarily employ OpenText SMAX for service management automation, leveraging its ESM and ITSM capabilities. Deployed on-premise and via cloud, organizations in regions such as Saudi Arabia focus on integrations and upgrades, using SMAX as an end-user portal for incident management.

OpenText

Sample Customers

King's College Hospital NHS Foundation Trust Hiscox Liverpool City Council Karachaganak Petroleum Operating (KPO) PPG Barnardo's Victoria University of Wellington

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).

Buyer's Guide

Alemba Service Manager vs. OpenText Service Management (SMAX)

September 2025

Free Report: Alemba Service Manager vs. OpenText Service Management (SMAX)

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