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

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

Download the complete report

Helped 902,894 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

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

reviewer1765752

System Engineer at a manufacturing company with 51-200 employees

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…

Read full review

HugoAlmeida

Head Of Delivery at Timestamp ITM

Centralized service processes have improved cross‑department visibility but reporting still needs work

The machine learning capabilities in OpenText Service Management (SMAX) are somewhat not published the way they should be. They work pretty well, but they are not used as much in the current experience of our customers. They have them; the solution has them, but they usually go a little bit below the radar in terms of visibility. I believe there is room for improvement when it comes to machine learning capabilities. OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities. We want to see better use and more functionalities enabled with the already existing capabilities such as AI and reporting in the next OpenText Service Management (SMAX) release, but one important thing we think should be included is a module for metrics, similar to Google Analytics, that focuses on the metrics of the tool usage. The module shouldn't just report on the components of OpenText Service Management (SMAX) but also track how the tool is used by end users, for example, what functionalities users utilize more frequently, the performance of those functionalities, and how long it takes them to open a ticket or log in, focusing on applicational monitoring metrics and performance management metrics.

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

"Automation Anywhere has improved our organization by allowing us to reduce the number of new hires, enable us to keep the same workforce, and increase productivity."

"There are a lot of savings in terms of effort and time as well as costs."

"They have an AI platform with GenAI implemented to help us generate anything that is necessary for automation."

"It is quite strong in the unattended space."

"It helps in improving employee productivity, morale, and retention, as automation removes the tedious parts of work and frees up often stretched-thin employees for more meaningful and creative work."

"Automation Anywhere is a great platform; it is the tool that allowed us to bring back to life former plans to create our digital workforce."

"Automation Anywhere is a tool that I love! I am quite happy using this tool and there are no features or commands that I have found to be missing that should be added."

"AA improves process consistency and reduces human error."

More Automation Anywhere pros

"Implemented system-wide process for approving and tracking "employee move" requests for over 15,000 employees."

"We can track issues easier and run reports on issues to see if there are patterns."

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"It is stable and its technical support is good and quick."

"Ability to auto-generate email messages, process email messages, and approvals."

"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."

"Technical support is good."

"We use BMC FootPrints Service Core to manage network issues, infrastructure issues, software issues, ERP, and our facility, using it for work orders and as an extra ticketing system."

More BMC FootPrints Service Core pros

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

"I've used this kind of application for more than 20 years and from my perspective, SMAX is one of the best products on the market."

"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."

"OpenText Service Management (SMAX) is evolving in addressing the needs across different sectors like IT or HR."

"OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR."

"This is a cordless application that can be used throughout any organization."

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

"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."

More OpenText Service Management (SMAX) pros

Cons

"The focus on usability and user experience is bang on. Addressing several personas and making it easy for every persona to adopt and embrace is the spot on focus. That's an area that has a lot more room to improve. In the absence of that, the skills and expertise in the industry are going to struggle and if you need broader adoption, which has maximum potential, the persona-based user experience is a focus and I'd say Automation Anywhere is already working on."

"Version 11 is a bit heavy. At times, it takes a toll on the computing resources."

"While the community provides a platform for interaction and resource sharing, not all training content aligns with the specific needs of developers."

"The setup is complex because there is a lot of customization."

"Automation Anywhere has newly integrated the Generative AI feature. It should be more customizable. Currently, we can change certain parameters, but we would like to have the ability to do modifications within the LLM for better outputs."

"Most of the Excel commands such as filtering and removing duplicates are not available."

"Better support for Excel is needed because there are a lot of limitations and we are having issues with it."

"It would be useful to have some updates for the control room in terms of analytics."

More Automation Anywhere cons

"To improve the product for our usage, the pricing maybe could be a bit lower."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"We need more customizable reporting functionality."

"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."

"There are still a few odd issues in FootPrints 12.x, which are frustrating."

"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."

"Sometimes it is difficult to make the application do exactly what you need."

More BMC FootPrints Service Core cons

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

"The contract management feature can be improved."

"OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities."

"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."

"OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times."

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

"The tool has negatively impacted our productivity."

More OpenText Service Management (SMAX) cons

Pricing and Cost Advice

"We have seen a return of investment because it takes less time to market in our current process. I would estimate a times savings between 20 to 30 percent."

"I would like them to have better license management."

"The pricing that we received from Automation Anywhere in the beginning was very economical for us. We've seen a lot of benefit from what we spent to what we're receiving. From the beginning, it's been a very low-cost implementation for us."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

"Our licensing costs are setup on an annual basis."

"I would rate the cost of Automation Anywhere as a six out of ten, with ten being the most expensive."

"When you compare the cost of Automation Anywhere with UiPath and Blue Prism, those others are much less. Licensing-wise, UiPath wins the deal."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

More Automation Anywhere pricing and cost advice

"Our costs are well over $250,000."

"This solution has good pricing."

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"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

902,894 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Construction Company

21%

Manufacturing Company

12%

Outsourcing Company

Comms Service Provider

Financial Services Firm

11%

Comms Service Provider

10%

Government

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	538

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	1
Large Enterprise	5

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	2
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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

Ask a question

Earn 20 points

We mostly deal with OpenText Service Management (SMAX), Service Management, and UCMDB, the UD Discovery, Unified Disc...

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

We are still working with OpenText and Splunk. I remember that Splunk is now with what Cisco AppDynamics bought. We a...

What is your experience regarding pricing and costs for Micro Focus Service Management Automation X (SMAX)?

OpenText Service Management (SMAX) is okay, not expensive and not the cheapest. It is overall good.

UiPath Platform vs Automation Anywhere

Comparisons

Compared 12% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 10% of the time

Blue Prism vs Automation Anywhere

Compared 7% of the time

WorkFusion vs Automation Anywhere

Compared 2% of the time

Celonis vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs BMC FootPrints Service Core

Compared 17% of the time

BMC Helix ITSM vs BMC FootPrints Service Core

Compared 14% of the time

Rezolve.ai vs BMC FootPrints Service Core

Compared 13% of the time

Zendesk vs BMC FootPrints Service Core

Compared 5% of the time

ManageEngine ServiceDesk Plus vs BMC FootPrints Service Core

Compared 4% of the time

More BMC FootPrints Service Core Competitors

ServiceNow vs OpenText Service Management (SMAX)

Compared 16% of the time

Ivanti Voice vs OpenText Service Management (SMAX)

Compared 12% of the time

JIRA Service Management vs OpenText Service Management (SMAX)

Compared 12% of the time

BMC Helix ITSM vs OpenText Service Management (SMAX)

Compared 6% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Management (SMAX)

Compared 5% of the time

More OpenText Service Management (SMAX) Competitors

Product Reports

Automation Anywhere

Download Automation Anywhere product report

IT Service Management (ITSM)

Download BMC FootPrints Service Core product report

OpenText Service Management (SMAX)

Download OpenText Service Management (SMAX) product report

OpenText Service Management (SMAX) report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

FootPrints Service Core

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

Interactive Demo

Automation Anywhere

Demo not available

BMC Helix

OpenText

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

BMC FootPrints Service Core is a comprehensive tool that aids in incident, problem, and change management while offering customizable views and integration options.

Valued for its customizable home views and flexible database relations, BMC FootPrints Service Core excels in stability and responsive technical support. With capabilities for email automation, survey integration, and report creation, it enhances IT service management and business process efficiency. The solution supports ticket status updates with minimal downtime and accommodates multiple administrators across workspaces. Pink Elephant certification and smart IT features broaden its appeal for IT departments.

What are the key features of BMC FootPrints Service Core?

Incident Management: Tracks and resolves service desk tickets efficiently.
Problem Management: Identifies and mitigates underlying issues to prevent recurrence.
Change Management: Helps assess and handle changes seamlessly in the environment.
Customizable Views: Offers tailored dashboards for user-specific information.
Email Automation: Facilitates swift communication and response handling.

What benefits or ROI should users look for in reviews?

Stable Performance: Ensures reliable operation for consistent IT services.
Responsive Support: Provides timely technical assistance to resolve issues.
Administrative Flexibility: Allows versatile control across different workspaces.

In industries like IT services and HR, BMC FootPrints Service Core supports managing service desk tickets, tracking assets, and resolving issues in network, infrastructure, and software areas. Its functionalities also extend to HR issue tracking, service requests, and contract management, facilitating both on-premises deployments and ITIL process implementations such as Service Request and Service Catalog Management.

BMC Helix

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

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

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).

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