OpenText Service Management Automation X (SMAX) vs Serviceaide ChangeGear comparison

OpenText and Serviceaide are both solutions in the IT Service Management (ITSM) category. OpenText is ranked #16 with an average rating of 7.3, while Serviceaide is ranked #32. OpenText holds a 2.1% mindshare in ISM, compared to Serviceaide’s 0.3% mindshare. Additionally, 83% of OpenText users are willing to recommend the solution, compared to 85% of Serviceaide users who would recommend it.

OpenText Service Management...

Read 6 OpenText Service Management Automation X (SMAX) reviews

875 Views
410 Comparison Views

83% willing to recommend

Serviceaide ChangeGear

Read 14 Serviceaide ChangeGear reviews

171 Views
104 Comparison Views

85% willing to recommend

OpenText Service Management...

Serviceaide ChangeGear

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Executive SummaryUpdated on Nov 3, 2024

Serviceaide ChangeGear and OpenText Service Management Automation X compete in the IT service management domain. SMAX tends to have the upper hand for its advanced capabilities despite higher costs, reflecting perceived value in its comprehensive feature set.

Features: Serviceaide ChangeGear includes flexible workflow automation, robust incident management, and a scalable architecture. OpenText SMAX provides advanced artificial intelligence, extensive integration options, and virtual chatbots that enhance customer support.

Room for Improvement: Serviceaide ChangeGear could improve in its integration capabilities, user customization features, and advanced reporting tools. OpenText SMAX might enhance its deployment process, cost efficiency, and user training resources.

Ease of Deployment and Customer Service: Serviceaide ChangeGear offers straightforward deployment with responsive service, facilitating quick adoption. OpenText SMAX provides a more complex deployment but includes comprehensive support services that may offer operational advantages long-term.

Pricing and ROI: Serviceaide ChangeGear is more accessible with lower upfront setup costs, leading to a quicker ROI. OpenText SMAX requires a higher initial investment, but its extensive features may justify the cost over time, promising potential for a superior long-term ROI.

To learn more, read our detailed OpenText Service Management Automation X (SMAX) vs. Serviceaide ChangeGear Report (Updated: April 2025).

Buyer's Guide

OpenText Service Management Automation X (SMAX) vs. Serviceaide ChangeGear

April 2025

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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...

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

Serviceaide ChangeGear

Ranking in IT Service Management (ITSM)

32nd

Average Rating

7.6

Reviews Sentiment

6.5

Number of Reviews

Ranking in other categories

Help Desk Software (29th)

Mindshare comparison

As of May 2025, in the IT Service Management (ITSM) category, the mindshare of OpenText Service Management Automation X (SMAX) is 2.1%, up from 1.2% compared to the previous year. The mindshare of Serviceaide ChangeGear is 0.3%, down from 0.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Mourad Ali

ITSM Consultancy Head at a tech services company with 51-200 employees

Offers topic analytics for incident and problem management

The only challenge with Azure customers is when they have a specific requirement that is not available out of the box and is inflexible to adjust. Sometimes, customers have tough requirements that are not flexible enough to be adjusted, even if SMAX can provide a better alternative. They need this specific feature. This challenge is common with SMAX, BMC, ServiceNow, IBM, or other similar tools. When working with enterprise tools that are not developed in-house, I don't have access to the source code and am limited to the features and capabilities provided by the leading vendors. So, this challenge is common across SMAX, BMC, and ServiceNow. The solution could have more customization flexibility.

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it_user347802

Sr. Knowledge Management at a financial services firm with 1,001-5,000 employees

It's provided self-service and automation, notifications, and reporting, although adding group names is a complicated process.

It’s always the little things. There used to be a spell-check function that allowed us to add technical terms, but it no longer exists, and I’d like to have that back. Also, adding group names is a complicated process that involves adding analyst names, and analysts change all the time, so it's nearly impossible to consistently add group names.

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

"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."

"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 solution is a highly mature product. Because of this, it can stand up to any other product on the market."

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 contract management feature can be improved."

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

"The tool has negatively impacted our productivity."

"The solution lacks sufficient documentation."

"The solution needs to improve its reporting features. The user interface needs a lot of improvements."

Pricing and Cost Advice

"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."

Information not available

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Top Industries

By visitors reading reviews

Computer Software Company

15%

Financial Services Firm

12%

Manufacturing Company

Government

No data available

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.

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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

ServiceNow vs OpenText Service Management Automation X (SMAX)

Compared 37% of the time

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

Compared 28% of the time

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

Compared 23% of the time

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

Compared 11% of the time

More OpenText Service Management Automation X (SMAX) Competitors

ServiceNow vs Serviceaide ChangeGear

Compared 100% of the time

More Serviceaide ChangeGear Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

April 2025

OpenText Service Management Automation X (SMAX) report

Download OpenText Service Management Automation X (SMAX) product report

Buyer's Guide

IT Service Management (ITSM)

April 2025

Download Serviceaide ChangeGear product report

Also Known As

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

Serviceaide ISM (Intelligent Service Management), Nimsoft Service Desk, CA Cloud Service Management , ChangeGear

Interactive Demo

OpenText

Demo not available

Serviceaide

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

ChangeGear, a leader in the GigaOm ITSM Radar Report, presents a cutting-edge AI-based service management platform that transforms user experience and enhances decision-making. Offering a business-friendly interface, ChangeGear is customizable with drag-n-drop editing, ensuring adaptability to diverse user needs. The AI-driven platform accelerates decision-making processes with real-time recommendations and intelligent predictions, boosting staff efficiency. Advanced automation, including workflow automation and business process automation, streamlines operations, freeing staff from manual tasks. Recognized for its agility and speed, ChangeGear stands out in change management, asset management, and service desk solutions. For industries navigating compliance challenges, ChangeGear's robust change management and auditing capabilities provide a comprehensive solution.

Serviceaide

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).

Oakwood Systems Group

Buyer's Guide

OpenText Service Management Automation X (SMAX) vs. Serviceaide ChangeGear

April 2025

Free Report: OpenText Service Management Automation X (SMAX) vs. Serviceaide ChangeGear

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