Atera vs OpenText Service Management (SMAX) comparison

Atera and OpenText are both solutions in the IT Service Management (ITSM) category. Atera is ranked #14 with an average rating of 9.0, while OpenText is ranked #16 with an average rating of 7.3. Atera holds a 2.3% mindshare in ISM, compared to OpenText’s 2.1% mindshare. Additionally, 93% of Atera users are willing to recommend the solution, compared to 83% of OpenText users who would recommend it.

Atera

Read 15 Atera reviews

943 Views
69 Comparison Views

93% willing to recommend

OpenText Service Management...

Read 6 OpenText Service Management (SMAX) reviews

825 Views
336 Comparison Views

83% willing to recommend

Atera

OpenText Service Management...

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Jun 19, 2025

Atera and OpenText Service Management (SMAX) are IT service management products. Atera is favored for its competitive pricing and robust support, while SMAX is recognized for its comprehensive features.

Features: Atera offers remote monitoring, patch management, and automation as part of its all-in-one approach. SMAX provides AI-driven analytics, advanced ITSM functions, and extensive configuration capabilities that appeal to enterprises looking for complex solutions.

Room for Improvement: Atera could enhance its customization options and expand advanced analytics capabilities. Improved integration with third-party tools and more sophisticated reporting features would also benefit Atera. SMAX might focus on simplifying its deployment process and reducing setup time, alongside more cost-effective subscription models and streamlined user interfaces to enhance usability.

Ease of Deployment and Customer Service: Atera offers quick deployment and integrated customer support, targeting small and medium businesses. SMAX has a robust deployment model tailored to enterprises with dedicated IT departments, requiring more setup time but supporting complex needs thoroughly.

Pricing and ROI: Atera is an affordable option, providing rapid ROI for budget-conscious organizations. In contrast, SMAX involves a higher initial investment but delivers substantial ROI through its rich features, catering to large enterprises needing comprehensive IT solutions.

To learn more, read our detailed Atera vs. OpenText Service Management (SMAX) Report (Updated: June 2025).

Buyer's Guide

Atera vs. OpenText Service Management (SMAX)

June 2025

Download the complete report

Helped 858,038 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

Atera

Ranking in IT Service Management (ITSM)

14th

Average Rating

9.2

Reviews Sentiment

8.1

Number of Reviews

Ranking in other categories

Remote Monitoring and Management (RMM) (4th), Patch Management (11th)

OpenText Service Management...

Ranking in IT Service Management (ITSM)

16th

Average Rating

7.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of June 2025, in the IT Service Management (ITSM) category, the mindshare of Atera is 2.3%, down from 2.6% compared to the previous year. The mindshare of OpenText Service Management (SMAX) is 2.1%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

James Clowes

IT Manager at Dynamic Bradview Roofing

Having fewer hardware replacements saves us in annual costs

There is a new version of the interface coming out. I have been asking for a new version for a while. While the interface is nice, I guess the developer thinks one way and the user thinks another. So, I think the interface is getting a big overhaul. This is what they have mentioned in their webinars and stuff. It is in beta, but I'm not on the beta program, so I haven't seen it. I can't really complain about the old interface, but now that I have heard there is a new one coming, all I want is the new one. The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client. Reports are fine for internal use, where they never leave your company. However, if I was an MSP, I would probably want a little bit more information or the ability to customize some of it without having to edit PDFs.

Read full review

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.

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

"Atera's Remote Access feature has been invaluable for our monitoring needs. It allows us to use FlashOps in Azure to control equipment remotely and supervise real-time details like server and computer statuses for our clients. This access is crucial as it enables us to handle network issues and manage server administration efficiently. Regarding automation, Atera's tools have significantly boosted our service efficiency. They streamline tasks like installing tools and provide quick insights into critical issues with our servers. This saves us time and enhances our ability to deliver valuable services, especially for large-scale projects requiring precise and swift actions."

"Atera saves money. A trip to the customer costs between $20 to $30. Then, you need to charge the customer $20 to $30 for the travel. However, if you are doing this work remotely, then you are not driving. This makes the process easier and saves money for you and the customer. For example, if it is just one machine, then the savings comes out to $50 to $60. If we are talking about a huge client, who has hundreds of machines and is changing their infrastructure, that is a lot of money."

"The most valuable features of this solution are automatic batch matching and unattended support access."

"I have better access when I go to look for something regarding either a specific user or software. It is easier to locate. When I am troubleshooting with my clients on the phone, I am not fiddling around looking through a bunch of ticket notes trying to locate something. It makes me a lot more efficient."

"We value the alerts that come with the product which allow me to reach out to my clients. Overall, Atera generates additional revenue streams for work done on their machines."

"Measuring the integration is very helpful when using Atera Assist Test. It takes the solution to the next level by automating activities. It doesn't just provide the solution but also allows running scripts to fix issues before a technician has to work on them."

"Atera has saved our organization money. We look at Atera as an extra employee that we only pay about $300 a month. This is incredible savings over having to hire somebody to do all the tasks that Atera performs for us."

"It's very easy to use, not just for me, but even for people who have claimed, "I'm not very good at IT." Once you have it installed and you have it set up, it pretty much works by itself. It really helps you do what you need to do. It's easy to use for a beginner, compared to some of the other larger RMMs that are a little bit more complicated."

More Atera pros

"The tool is very easy to use."

"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."

"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."

"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."

Cons

"Atera could be improved by adding more granular control over technician roles. We need more specific controls on what technicians can access, like limiting their ability to view certain sections or access devices and share files. This feature request has already been made. The IP asset management capabilities need improvement to better manage assets beyond just devices."

"It will be interesting if Atera can integrate all kinds of products. In North America, there are a lot of resellers, like Ingram Micro, Tech Data, Arrow Electronics, etc. It would be amazing if Atera could integrate with these products. If they could integrate with these products for MSPs, it would be much easier. Then, if you are buying something, and need to add something, you don't need to jump from place to place because this is a very quick sales instrument for use on a daily basis."

"The solution is scalable. However, in the past, we did have some issues."

"I also use Apple Zoho, which does not require you to download anything. You can get help from Zoho. Atera, on the other hand, requires you to download an applet."

"The chat solutions need improvement because we first need to connect to the customer. This needs to improve so that there is a particular feature that can provide support to customers even if they are not connected to a computer."

"The one thing that could do with improvement is the reporting. This is from someone who worked in an MSP, where I would want to run a report and be able to just present that to a client."

"They are working on an update, and I would like to see more stuff outside of just computers and servers. Increasingly, we need to be able to monitor and manage network devices. Atera is improving on that already, which is one place that it is currently lacking."

"It should improve its processes."

More Atera cons

"The tool has negatively impacted our productivity."

"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 solution lacks sufficient documentation."

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

Pricing and Cost Advice

"We pay per user. I am the only user. It is $150 per user. If I need to add one, it is not as costly as expanding with other providers."

"Our company is a startup. The initial reason I looked into Atera was the fact that you pay by the technician, not per-device. That means you are able to jump right in with a service without having a large overhead."

"The solution cost approximately $200 Canadian per month."

"Atera happened to have the best pricing model."

"The value of the product is perfect, neither cheap nor expensive. I think it is the right rate. It would be awesome if it continued to be the same price because it is a great solution that I like. I like it because I'm not paying per device. I have some customers on monthly contracts and some of them are on break'n fix. If I have a client who is on break'n fix, and they need to pay per agent, then I am losing money. If they were ever to change structures, going to pay-per-device model, then I would need to think about changing to something else."

"The price is reasonable for what we require."

"As an internal IT, it's gold right there. It is money in the bank."

"One of the biggest issues I face is the need to pay per technician. I've dealt with other platforms that you need to have 250-500 devices. Even though the cost declines as the number of devices a person has increases, they still require you to pay for 250 or 500, respectively. With Atera, the number doesn't matter as you always pay the same amount. I approximate that Atera saves me $100 per week."

More Atera pricing and cost advice

"The solution is somewhat cheaper than the competitors."

"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."

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

858,038 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

Educational Organization

Comms Service Provider

Retailer

Computer Software Company

14%

Manufacturing Company

Financial Services Firm

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What is your experience regarding pricing and costs for Atera?

Pricing is low. It costs around 149 bucks per month.

See all answers

What needs improvement with Atera?

It should improve its processes.

See all answers

What is your primary use case for Atera?

Atera is integral to our daily operations. We use it for RMM, PSA, our ticket system, and contact with people. We also integrate it with different products.

See all answers

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)?

The solution is used for the end-user portal. It is used for incident management, requests, and other informational purposes.

See all answers

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

The tool is appropriate if we don't have a complicated use case. It is the right tool for simple use cases. It's a lot cheaper than ServiceNow. It is an appropriate tool for a smaller business or m...

See all answers

Comparisons

NinjaOne vs Atera

Compared 23% of the time

Kaseya VSA vs Atera

Compared 15% of the time

N-able N-central vs Atera

Compared 10% of the time

ConnectWise Automate vs Atera

Compared 7% of the time

Datto Remote Monitoring and Management vs Atera

Compared 7% of the time

More Atera Competitors

ServiceNow vs OpenText Service Management (SMAX)

Compared 36% of the time

JIRA Service Management vs OpenText Service Management (SMAX)

Compared 25% of the time

BMC Helix ITSM vs OpenText Service Management (SMAX)

Compared 22% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Management (SMAX)

Compared 11% of the time

HaloITSM vs OpenText Service Management (SMAX)

Compared 6% of the time

More OpenText Service Management (SMAX) Competitors

Product Reports

Buyer's Guide

Atera

June 2025

Download Atera product report

Buyer's Guide

IT Service Management (ITSM)

May 2025

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Also Known As

No data available

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

Interactive Demo

Demo not available

Atera

OpenText

Overview

Atera offers a comprehensive solution for MSPs and IT Professionals. The platform provides in one integrated solution: full remote monitoring and management (RMM), PSA, remote access, patch management, billing, reports, and so much more! Atera’s disruptive pricing model also helps managed IT service providers scale their business while providing continued best-in-class service. All plans include unlimited devices, meaning you only pay per technician.Everything you need, in one easy-to-use platform

Thousands of paying users in over 75 countries
Free 30-day trial, no credit card or commitment required
No hidden fees or restrictions, all plans include unlimited devices
Seamless integration with your favorite IT tools including: Splashtop, AnyDesk, TeamViewer, and ScreenConnect

What can Atera do for you?

Improve Efficiency. Atera delivers customers the tool suite for IT management. Everything you need in an all-in-one, easy-to-use platform.
Automation. Set alerts and proactively prevent issues for your clients. Minimize time spent on manual tasks and spend more time on what matters most, serving your customers.
Disruptive Pricing, Unlimited Devices. Per technician-based pricing with unlimited servers and workstations means you can cover it all, at one fixed price.

Atera

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

MSPs, IT consultants, and IT departments worldwide trust and use Atera.

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

Atera vs. OpenText Service Management (SMAX)

June 2025

Free Report: Atera vs. OpenText Service Management (SMAX)

Find out what your peers are saying about Atera vs. OpenText Service Management (SMAX) and other solutions. Updated: June 2025.

DOWNLOAD NOW

858,038 professionals have used our research since 2012.

See our Atera vs. OpenText Service Management (SMAX) report.

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.