IT Care Center vs OpenText Service Management (SMAX) comparison

IT Care Center and OpenText are both solutions in the IT Service Management (ITSM) category. IT Care Center is ranked #44, while OpenText is ranked #16 with an average rating of 7.3. IT Care Center holds a 0.2% mindshare in ISM, compared to OpenText’s 2.1% mindshare. Additionally, 100% of IT Care Center users are willing to recommend the solution, compared to 83% of OpenText users who would recommend it.

IT Care Center

Read 7 IT Care Center reviews

176 Views
21 Comparison Views

100% willing to recommend

OpenText Service Management...

Read 6 OpenText Service Management (SMAX) reviews

825 Views
336 Comparison Views

83% willing to recommend

IT Care Center

OpenText Service Management...

Comparison Buyer's Guide

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Executive SummaryUpdated on Jun 19, 2025

IT Care Center and OpenText Service Management (SMAX) are competing in IT service management. OpenText SMAX has the upper hand for its comprehensive range of features despite the affordability of IT Care Center.

Features: IT Care Center offers streamlined task automation, efficient incident management, and Slack integrations. OpenText SMAX provides robust integration capabilities, sophisticated analytics, and virtual chatbots for end-user interaction.

Room for Improvement: IT Care Center could enhance its reporting capabilities, expand self-service options, and improve scalability for larger enterprises. OpenText SMAX might benefit from reducing its initial complexity, enhancing the user interface for non-technical staff, and offering more budget-friendly options.

Ease of Deployment and Customer Service: IT Care Center's cloud-based model ensures quick deployment and straightforward maintenance with prompt support. OpenText SMAX also being cloud-based, offers flexibility and extensive documentation aiding large enterprises with smooth implementation.

Pricing and ROI: IT Care Center is ideal for smaller organizations due to lower upfront costs and rapid ROI. OpenText SMAX, requiring higher initial investment, promises significant ROI with advanced features appealing to those seeking long-term service management solutions.

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

Buyer's Guide

IT Care Center vs. OpenText Service Management (SMAX)

June 2025

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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

IT Care Center

Ranking in IT Service Management (ITSM)

44th

Average Rating

8.6

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (43rd)

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 IT Care Center is 0.2%, up from 0.0% 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

reviewer1566192

IT Customer Service Manager at a comms service provider with 201-500 employees

Saves time by resolving incidents and requests using self-service automation

* Using 70% of the tool from the perspective of service delivery and incident requests. * Using analytics. That gives us a very good picture of the report: the time, delay, and SLA. * Using the asset management tool inside the system. * Managing the OCR change requests all in this one tool. The solution gives internal users answers and solutions for their daily work around the IT workspace, even if it is their computer, laptops, screens, systems, etc. We have found this tool very easy to use and intuitive for us. It is very easy for me, and I am not a programmer or someone who can write code, but it is very easy for me to make most of the changes that I need in the system without approaching the vendor. The flexibility and customization are very good. It is very easy to change. A lot of the changes that we want to do, we can do ourselves. IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.

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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

"For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT."

"It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient."

"We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

"It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs."

"It runs smoothly and all of the components are very easy to work with."

"All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure."

"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient."

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

"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."

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

"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 tool is very easy to use."

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

Cons

"They should have full integration with SSO services, like Okta, creating a full service solution."

"There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us."

"I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams."

"IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient."

"The UI screens could be a little bit more modern."

"Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted."

"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 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 tool has negatively impacted our productivity."

"The solution lacks sufficient documentation."

Pricing and Cost Advice

"Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."

"This product is very cheap when compared to other platforms."

"The licensing model is very flexible."

"Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."

"We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."

"With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."

"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."

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Top Industries

By visitors reading reviews

No data available

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

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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)?

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

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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...

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Comparisons

No data available

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Compared 36% of the time

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Product Reports

Buyer's Guide

IT Care Center

June 2025

Download IT Care Center 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

IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog

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

Interactive Demo

Demo not available

IT Care Center

OpenText

Overview

IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

IT Care Center

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

IT Care Center vs. OpenText Service Management (SMAX)

June 2025

Free Report: IT Care Center vs. OpenText Service Management (SMAX)

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

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