Try our new research platform with insights from 80,000+ expert users

Ivanti Neurons for ITSM vs OpenText Service Management (SMAX) comparison

Ivanti and OpenText are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #8 with an average rating of 8.0, while OpenText is ranked #12 with an average rating of 7.5. Ivanti holds a 2.1% mindshare in ISM, compared to OpenText’s 2.4% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 85% of OpenText users who would recommend it.
Ivanti Neurons for ITSM
Read 17 Ivanti Neurons for ITSM reviews
  • 1,176 Views
  • 882 Comparison Views
92% willing to recommend
OpenText Service Management...
Read 7 OpenText Service Management (SMAX) reviews
  • 968 Views
  • 968 Comparison Views
85% willing to recommend
 

Comparison Buyer's Guide

Download the report
Executive SummaryUpdated on Sep 21, 2025

Ivanti Neurons for ITSM and OpenText Service Management SMAX are in the competitive field of IT service management solutions. SMAX may have an upper hand due to its comprehensive feature set and perceived value for cost.

Features: Ivanti Neurons for ITSM provides automation capabilities, proactive problem-solving, and strong integration options. SMAX offers extensive automation and advanced reporting and analytics that offer deep insights into IT performance, with a significant edge in workflow customization.

Room for Improvement: Ivanti Neurons could improve on its workflow customization and expand advanced analytics features. Enhancing integrated reporting tools would also elevate its offering. SMAX may benefit from refining its interface to be more intuitive and reducing complexity in its workflow setup. Simplifying deployment processes can also enhance user experience.

Ease of Deployment and Customer Service: SMAX offers flexible deployment options, including cloud and on-premise, focused on minimizing disruption during implementation. It provides consistent and resourceful customer service. Ivanti Neurons is noted for its straightforward deployment and extensive training resources, contributing to a swift transition. However, SMAX’s varied deployment models and proactive support offer more adaptability.

Pricing and ROI: Ivanti Neurons features competitive pricing with scalable options, enhancing ROI through cost-effective licensing. SMAX’s higher pricing is justified by its broader feature range and the significant long-term returns from enhanced operational efficiencies. SMAX delivers immediate value, while Ivanti is more budget-friendly.

DOWNLOAD THE COMPLETE REPORT
To learn more, read our detailed Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX) Report (Updated: September 2025).
Buyer's Guide
Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX)
September 2025
Download the complete report
Helped 868,706 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

Ivanti Neurons for ITSM
Ranking in IT Service Management (ITSM)
8th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
17
Ranking in other categories
Help Desk Software (10th)
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 Ivanti Neurons for ITSM is 2.1%, up from 2.0% 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 (%)
Ivanti Neurons for ITSM2.1%
OpenText Service Management (SMAX)2.4%
Other95.5%
IT Service Management (ITSM)
 

Featured Reviews

Rajat_Srivastava - PeerSpot reviewer
Has helped streamline ticketing and change management while offering clear documentation support
Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.
Read full review
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.
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

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"This is an excellent alternative to ServiceNow for smaller companies."
"The interface, workflow, and dashboards are powerful and easy to manage for tracking KPIs and sharing strategies with our customers."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"Everything in Ivanti Neurons for ITSM is excellent, and they are doing their best."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is easy to set up."
More Ivanti Neurons for ITSM pros
"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 product provides an interface for the end users to make requests."
"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."
"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

"There's a lack of integration with other products. This needs to be improved."
"Configuration requirements are extensive, even in basic Service Desk processes."
"I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
"Support needs improvement in terms of responsiveness and timeliness."
"The user interface must be made simpler and more effective."
"There could be an improvement in the ability to easily integrate other systems without extensive development."
More Ivanti Neurons for ITSM cons
"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 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 reporting functionality is not the best as it is not easy to use."
"The solution lacks sufficient documentation."
 

Pricing and Cost Advice

"The product is affordable for small businesses."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"The price is on the higher side. The support is included in the standard licensing fees."
"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
"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."
report
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
868,706 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
13%
Manufacturing Company
11%
Financial Services Firm
10%
Educational Organization
9%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
9%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business8
Midsize Enterprise3
Large Enterprise6
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise1
Large Enterprise3
 

Questions from the Community

What do you like most about Ivanti Neurons for ITSM?
I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
See all answers
What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?
The price is on the higher side. The support is included in the standard licensing fees.
See all answers
What needs improvement with Ivanti Neurons for ITSM?
There could be an improvement in the ability to easily integrate other systems without extensive development. iPaaS has been introduced to help with this, however, I have not fully explored it yet.
See all answers
What do you like most about Micro Focus Service Management Automation X (SMAX)?
The tool is very easy to use.
See all answers
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...
See all answers
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...
See all answers
 

Comparisons

ServiceNow vs Ivanti Neurons for ITSM Logo
ServiceNow vs Ivanti Neurons for ITSM
Compared 23% of the time
Vision Helpdesk vs Ivanti Neurons for ITSM Logo
Vision Helpdesk vs Ivanti Neurons for ITSM
Compared 8% of the time
BMC Helix ITSM vs Ivanti Neurons for ITSM Logo
BMC Helix ITSM vs Ivanti Neurons for ITSM
Compared 7% of the time
JIRA Service Management vs Ivanti Neurons for ITSM Logo
JIRA Service Management vs Ivanti Neurons for ITSM
Compared 7% of the time
TOPdesk vs Ivanti Neurons for ITSM Logo
TOPdesk vs Ivanti Neurons for ITSM
Compared 4% of the time
More Ivanti Neurons for ITSM Competitors
ServiceNow vs OpenText Service Management (SMAX) Logo
ServiceNow vs OpenText Service Management (SMAX)
Compared 31% of the time
JIRA Service Management vs OpenText Service Management (SMAX) Logo
JIRA Service Management vs OpenText Service Management (SMAX)
Compared 21% of the time
BMC Helix ITSM vs OpenText Service Management (SMAX) Logo
BMC Helix ITSM vs OpenText Service Management (SMAX)
Compared 19% of the time
Ivanti Voice vs OpenText Service Management (SMAX) Logo
Ivanti Voice vs OpenText Service Management (SMAX)
Compared 14% of the time
HaloITSM vs OpenText Service Management (SMAX) Logo
HaloITSM vs OpenText Service Management (SMAX)
Compared 4% of the time
More OpenText Service Management (SMAX) Competitors
 

Product Reports

Buyer's Guide
Ivanti Neurons for ITSM
September 2025
Ivanti Neurons for ITSM reportDownload Ivanti Neurons for ITSM product report
Buyer's Guide
IT Service Management (ITSM)
September 2025
OpenText Service Management (SMAX) reportDownload OpenText Service Management (SMAX) product report
 

Also Known As

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

Interactive Demo

Demo not available
Ivanti
OpenText
 

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

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

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University
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
Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX)
September 2025
Free Report: Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX)
Find out what your peers are saying about Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX) and other solutions. Updated: September 2025.
DOWNLOAD NOW
868,706 professionals have used our research since 2012.
See our Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX) report.
See our list of best IT Service Management (ITSM) vendors.

We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.