We performed a comparison between JIRA Service Management 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."It's easy to set up the solution."
"This is the most complete and versatile enterprise task management product and issue tracker."
"The SLA, speed, the comments from agents' side, and the dashboard for agents are the most valuable features."
"The customer portal with connection with our knowledge base has been most valuable."
"The dashboards are nicely laid out."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"The automations will really help the company by delegating work the way your company operates."
"It scales well."
"The tool is very easy to use."
"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."
"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."
"I would like to see the user interface changed, it is not very user-friendly, and it transitions workflows."
"The solution needs to be integrated better with Office X5."
"The deployment can be a bit complex, especially for those who are not technical."
"Currently lacks an asset management module that can affect deployment."
"The documentation needs improving, it's difficult to find specific procedures."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"There is room for improvement in support."
"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 solution lacks sufficient documentation."
"The product's connectivity with third-party products is an area of concern where improvements are required."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Management Automation X (SMAX) is ranked 19th in IT Service Management (ITSM) with 4 reviews. JIRA Service Management is rated 8.2, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Salesforce Service Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with ManageEngine ServiceDesk Plus, OpenText Service Manager, Clarity SM and Ivanti Neurons for ITSM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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