We performed a comparison between BMC Helix ITSM and OpenText Service Management Automation X (SMAX) based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The digital workplace is appealing."
"If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within departments like HR or finance, require a swift resolution. This is where the product comes into play. It provides a platform for raising tickets and obtaining quick solutions."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The ease of use and integration made it a worthwhile investment, since we did some integrations with other tools making our lives easier."
"BMC Helix ITSM gives us email and SMS notifications, we can check the tickets, and give feedback. All the basic features that we need are available."
"It has the power to automatize several different tasks in the ITSM world."
"It has centralized all work orders and help desk ticket tracking."
"The solution can scale."
"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 most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The tool is very easy to use."
"This is a cordless application that can be used throughout any organization."
"I have customers that always would like to adapt and personalize BMC Helix ITSM more."
"Adding additional fields does not work very well."
"Needs to make customizable/configurable article templates in the Knowledge Management."
"If I'm working with a client who wants to expand and move into other areas - they want to expand their workflow and other parts of the organization, they want to do some work with project management, they want to do some work with HR - I'm not sure that BMC Remedy is doing that. And it's because of their platform. Any software has a lifecycle. To me, BMC is a dated architecture."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"There are plugins to the solution that have come onto the market, so the solution should also be updated in terms of administration to increase efficiency."
"The amount of software issues are still too big, even considering the complexity of the tool."
"Encountered issues with scalability and stability."
"The solution lacks sufficient documentation."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"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 contract management feature can be improved."
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BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Management Automation X (SMAX) is ranked 19th in IT Service Management (ITSM) with 4 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". On the other hand, the top reviewer of OpenText Service Management Automation X (SMAX) writes "Offers a range of tools for sales and configuration that can be used in banks and telecom companies". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, OpenText Service Manager, Clarity SM and Ivanti Neurons for ITSM. See our BMC Helix ITSM vs. OpenText Service Management Automation X (SMAX) report.
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