SCSM and OpenText Service Management (SMAX) are competing products in the IT service management field. OpenText Service Management (SMAX) seems to have the upper hand due to its advanced features and perceived value, despite SCSM's favorable pricing.
Features: SCSM integrates well with other Microsoft solutions, offers strong incident and problem management capabilities, and provides a familiar environment for Microsoft users. OpenText Service Management (SMAX) provides AI-driven analytics, automation features, and more comprehensive service management capabilities.
Room for Improvement: SCSM could improve its AI capabilities, expand automation options, and enhance its integration with third-party tools. OpenText Service Management (SMAX) could refine its user interface, streamline its configuration options, and offer more competitive pricing to attract a larger user base.
Ease of Deployment and Customer Service: SCSM benefits from seamless integration into Microsoft ecosystems, making deployment easy for Microsoft users. OpenText Service Management (SMAX) offers flexible deployment options and strong customer support, enhancing the adoption process. Both provide strong support, but SMAX's flexibility gives it an edge in deployment.
Pricing and ROI: SCSM's competitive pricing appeals to budget-conscious organizations, offering reasonable ROI through integration benefits. OpenText Service Management (SMAX), while potentially more expensive, promises superior ROI with its extensive capabilities and long-term value, appealing to organizations seeking enhanced functionality.
Support for OpenText Service Management (SMAX) is better.
When we get up to Microsoft, I would rate it an eight or nine.
Response times are slow, and engineers often lack the necessary product knowledge.
From an admin point of view, Intune has more features and is easier to manage.
OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times.
The SCSM is stable.
The custom reports that were already prepared work fine.
Different scenarios require different workflow configurations.
We have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
OpenText Service Management (SMAX) is okay, not expensive and not the cheapest.
Reporting tools and sophisticated customization options are available with different capabilities.
Configuration is available for different scenarios including change request, incident management, and problem management.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
| Product | Market Share (%) |
|---|---|
| OpenText Service Management (SMAX) | 2.3% |
| SCSM | 1.8% |
| Other | 95.9% |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 2 |
| Large Enterprise | 3 |
| Company Size | Count |
|---|---|
| Small Business | 8 |
| Midsize Enterprise | 6 |
| Large Enterprise | 14 |
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?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.
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