Cortex vs OpenText Service Management (SMAX) comparison

Cortex and OpenText are both solutions in the IT Service Management (ITSM) category. Cortex is ranked #21 with an average rating of 8.0, while OpenText is ranked #12 with an average rating of 7.5. Cortex holds a 0.3% mindshare in ISM, compared to OpenText’s 2.4% mindshare. Additionally, 66% of Cortex users are willing to recommend the solution, compared to 85% of OpenText users who would recommend it.

Cortex

Read 3 Cortex reviews

169 Views
166 Comparison Views

66% willing to recommend

OpenText Service Management...

Read 7 OpenText Service Management (SMAX) reviews

968 Views
968 Comparison Views

85% willing to recommend

Cortex

OpenText Service Management...

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 19, 2025

OpenText Service Management SMAX and Cortex compete in IT service management. Cortex has the upper hand due to its comprehensive features that justify its cost.

Features: OpenText SMAX offers automated service management, enhancing integration capabilities and streamlining operations. Cortex provides robust AI-driven analytics, a flexible platform for customized workflows, and supports advanced decision-making processes.

Ease of Deployment and Customer Service: OpenText SMAX deploys efficiently in cloud and on-premises environments, with significant support channels. Cortex, primarily cloud-based, facilitates seamless onboarding with responsive customer service, although it offers limited on-site configurations. Its cloud focus benefits those preferring minimal physical infrastructure.

Pricing and ROI: OpenText SMAX presents a lower initial setup cost, positioning as a cost-effective option with moderate ROI. Cortex requires a higher upfront investment but promises greater long-term ROI due to enhanced capabilities, making it valuable for businesses focusing on feature breadth and future returns.

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

Buyer's Guide

Cortex vs. OpenText Service Management (SMAX)

September 2025

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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

Cortex

Ranking in IT Service Management (ITSM)

21st

Average Rating

8.0

Reviews Sentiment

5.2

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 Cortex is 0.3%, up from 0.2% 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%
Cortex	0.3%
Other	97.3%

IT Service Management (ITSM)

Featured Reviews

NikhilSharma1

Senior Technical Lead at Happiest Minds Technologies

Provides comprehensive network visibility and helps us identify threats efficiently

The product could be improved in several areas. The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed. There is also a need for clearer differentiation between features and capabilities within Cortex's suite, as the overlap between XDR and XIM can be confusing. Improvements in the user interface and more intuitive KQL query handling could also enhance usability. Additionally, better support for various deployment scenarios and cost management options would be beneficial.

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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

"It was easy to integrate Cortex with existing infrastructure and other tech tools."

"The solution's most valuable feature is writing playbooks."

"The solution's stability is generally good."

"The tool is very easy to use."

"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."

"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."

"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."

Cons

"The complexity and confusion regarding product variants, such as XDR, Forexiant, and Forexon, must be addressed."

"It would be more beneficial to integrate threat intelligence in Cortex."

"It's quite lagging and not very fast."

"The solution lacks sufficient documentation."

"The tool has negatively impacted our productivity."

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

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

"The contract management feature can be improved."

Pricing and Cost Advice

"Cortex is an expensive solution."

"Cortex XDR is a costly solution."

"It's cheaper compared to its 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."

"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

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

What is your experience regarding pricing and costs for Cortex?

Cortex is an expensive solution.

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What needs improvement with Cortex?

It would be more beneficial to integrate threat intelligence in Cortex.

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What is your primary use case for Cortex?

With Cortex, we can automate the analysis of all the alerts. We use it to automate any kind of activity.

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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

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More OpenText Service Management (SMAX) Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Cortex 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

No data available

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

Interactive Demo

Demo not available

Cortex

OpenText

Overview

Cortex is a robust data analysis and automation platform designed for streamlining complex workflows and enhancing decision-making for professionals across industries. Its functionalities aim to provide efficiency and accuracy, catering to the demands of a tech-savvy audience.

Cortex offers a comprehensive suite of tools tailored for data-driven environments, focusing on seamless integration and workflow automation. It assists users in processing large datasets with precision, ensuring valuable insights are delivered effectively. The platform's adaptability allows for customization to specific industry requirements, making it a versatile choice for businesses seeking to optimize performance. While Cortex is equipped with powerful features, users may find room for improvement in areas like scalability and user experience enhancement, ensuring it evolves to meet future technological advancements.

What are Cortex's most valuable features?

Data Processing: Efficient handling of large volumes of data ensures precision in analysis.
Workflow Automation: Streamlines repetitive tasks for improved productivity.
Integration Capabilities: Seamless connection with existing systems for unified operations.
Customization Options: Flexible settings tailored to industry-specific needs.
Real-time Insights: Delivers immediate data-driven insights for informed decision-making.

What benefits should users look for?

Time Efficiency: Significant reduction in time spent on manual data handling.
Cost Reduction: Automation leads to decreased operational costs over time.
Improved Accuracy: Enhanced precision in data analysis and reporting.
Scalability: Ability to grow and adapt as requirements change.
Informed Decisions: Access to real-time data improves strategic decision-making.

Cortex finds application in industries such as finance, healthcare, and manufacturing, where data accuracy and efficiency are crucial. In finance, it aids in risk assessment and fraud detection. Healthcare benefits from its data handling to streamline patient management and improve treatment protocols. In manufacturing, Cortex optimizes supply chain processes and resource allocations. Its adaptability to specific industry requirements emphasizes its utility as a versatile tool in data-driven settings.

Cortex

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

Information Not Available

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

Cortex vs. OpenText Service Management (SMAX)

September 2025

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