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BMC FootPrints Service Core vs OpenText Service Management (SMAX) comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Sep 21, 2025

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

BMC FootPrints Service Core
Ranking in IT Service Management (ITSM)
31st
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
10
Ranking in other categories
Help Desk Software (30th)
OpenText Service Management...
Ranking in IT Service Management (ITSM)
12th
Average Rating
7.6
Reviews Sentiment
6.8
Number of Reviews
7
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 BMC FootPrints Service Core is 1.2%, up from 0.3% 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
ProductMarket Share (%)
OpenText Service Management (SMAX)2.4%
BMC FootPrints Service Core1.2%
Other96.4%
IT Service Management (ITSM)
 

Featured Reviews

reviewer1765752 - PeerSpot reviewer
A flexible, comprehensive, integrated IT service and asset management platform with good technical support
We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, and ERP. We also use it to manage our facility. So, we do some work orders and also use it as an extra ticketing system Technical support is good. It would be better if it were more…
Evgeniy Kolotilov - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"We can track issues easier and run reports on issues to see if there are patterns."
"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."
"I have used Tier II BMC support a few times. They were very responsive and recreated my environment in their lab to support me."
"This product solidly handles incident management, problem management, and change management."
"It has helped the help desk team. We get our tickets in and are able to support our customers, the end-users, with this solution."
"It is stable and its technical support is good and quick."
"I think the most important feature is the ability to receive valuable ticket status support in a timely manner with little to no downtime interruptions."
"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."
"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 customization features are quite good, and we have a very good local vendor helping us in this regard."
"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 product provides an interface for the end users to make requests."
"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."
 

Cons

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."
"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."
"The pricing could be a little lower and the product should cover more iTel versions."
"The mobile version of this product does not support asset management."
"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."
"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."
"It would be nice if they added the ability to go directly to a form via a deep link URL."
"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The contract management feature can be improved."
"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 reporting functionality is not the best as it is not easy to use."
"The tool has negatively impacted our productivity."
 

Pricing and Cost Advice

"Our costs are well over $250,000."
"This solution has good pricing."
"The licensing for FootPrints is a perpetual license with an annual support fee."
"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."
"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
No data available
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
10%
Government
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business4
Midsize Enterprise1
Large Enterprise5
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise3
 

Questions from the Community

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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...
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...
 

Also Known As

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

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

Cast & Crew
Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).
Find out what your peers are saying about BMC FootPrints Service Core vs. OpenText Service Management (SMAX) and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.