We performed a comparison between ManageEngine ServiceDesk Plus 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 most valuable feature of ManageEngine ServiceDesk Plus is ticket management."
"The workflow automation is the most valuable feature of this solution."
"The most valuable features are project management, change management, and the flow according to the mail chain."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform."
"I can't think of any single feature that stands out, but it's an excellent product for a fair price. Nothing is missing. ServiceDesk has a lot of features, and we aren't using all of them. We have to implement the ones we already have before we move on to the others."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The ManageEngine ServiceDesk Plus SaaS model helped us because it was easy on our pockets but also easy to use, configure, and manage."
"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 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."
"Offers very limited customizations."
"The solution, overall, is expensive."
"Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful."
"The documentation could be improved."
"The service delivery could be improved."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"The product's asset management tool needs improvement."
"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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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Management Automation X (SMAX) is ranked 19th in IT Service Management (ITSM) with 4 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, Zoho Desk and PagerDuty Operations Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, OpenText Service Manager, Clarity SM and Ivanti Neurons for ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Management Automation X (SMAX) report.
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