OpenText Service Management Automation X (SMAX) vs OpenText Service Manager [EOL] comparison

OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 83% of OpenText Service Management Automation X (SMAX) users are willing to recommend the solution, compared to 79% of OpenText Service Manager [EOL] users who would recommend it.

OpenText Service Management...

Read 6 OpenText Service Management Automation X (SMAX) reviews

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336 Comparison Views

83% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

OpenText Service Management...

OpenText Service Manager [EOL]

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Executive Summary

We performed a comparison between OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: May 2025).

Buyer's Guide

IT Service Management (ITSM)

May 2025

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Helped 856,873 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

OpenText Service Management...

Average Rating

7.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (16th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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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

"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."

"The tool is very easy to use."

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

"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."

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

"It helps to register things, to see the changing parts, and to correlate incidents."

"Service Manager's best features are flexibility and customizability."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."

"It's easy to scale."

"The initial setup is easy."

More OpenText Service Manager [EOL] pros

Cons

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

"The solution lacks sufficient documentation."

"The contract management feature can be improved."

"Pure cloud-based native functionality is lacking."

"Customization can be difficult at times because scripting is often required."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"It needs good integration with the configuration database, that's lacking at the moment, It's not that good."

"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."

"The interface could be better."

"The solution does not interface well with other products and is difficult to implement."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"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."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The license is not cheap."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

10%

Manufacturing Company

Healthcare Company

Computer Software Company

27%

Manufacturing Company

19%

Financial Services Firm

14%

Real Estate/Law Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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)?

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

See all answers

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...

See all answers

What do you like most about Micro Focus Service Manager?

The initial setup is easy.

See all answers

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

See all answers

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

See all answers

Comparisons

ServiceNow vs OpenText Service Management Automation X (SMAX)

Compared 36% of the time

JIRA Service Management vs OpenText Service Management Automation X (SMAX)

Compared 25% of the time

BMC Helix ITSM vs OpenText Service Management Automation X (SMAX)

Compared 22% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Management Automation X (SMAX)

Compared 11% of the time

HaloITSM vs OpenText Service Management Automation X (SMAX)

Compared 6% of the time

More OpenText Service Management Automation X (SMAX) Competitors

No data available

Product Reports

Buyer's Guide

IT Service Management (ITSM)

May 2025

OpenText Service Management Automation X (SMAX) report

Download OpenText Service Management Automation X (SMAX) product report

Buyer's Guide

OpenText Service Manager [EOL]

May 2025

Download OpenText Service Manager [EOL] product report

Also Known As

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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

OpenText

Demo not available

OpenText

Overview

OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.

OpenText SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

SMAX has a flexible and transparent pricing model that lets you change license allocations or add capabilities without costly surprises. Pricing starts at $79 per agent per month for a full range of processes and features that include a service portal, mobile app, AI, analytics, federated CMDB, ITSM, ESM, discovery, and orchestration. Visit the OpenText ITSM SaaS pricing page for details.

OpenText

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).

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Buyer's Guide

IT Service Management (ITSM)

May 2025

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