ServiceNow and OpenText Service Management (SMAX) compete in enterprise service management. ServiceNow generally has the upper hand in comprehensive features, while SMAX excels in pricing and speedy deployment.
Features: ServiceNow offers IT service management, business process automation, and cross-enterprise workflows. It's highly customizable, integrating various applications and providing robust automation. SMAX is noted for its configurability, AI-driven automation, and adaptability across diverse business needs.
Room for Improvement: ServiceNow could benefit from simplifying its complex setup process and reducing deployment time. Additionally, enhancing user training could improve user experience. SMAX might improve on enhancing its integration capabilities and expanding feature breadth. Better documentation for advanced customization could also be beneficial.
Ease of Deployment and Customer Service: ServiceNow provides cloud-based deployments with extensive documentation but requires significant setup time. It emphasizes support throughout deployment, though complexity can be a barrier. SMAX offers both on-premises and cloud options, with a user-friendly implementation process and strong support, enabling swift deployment.
Pricing and ROI: ServiceNow generally has higher setup costs, reflecting its vast capabilities, appealing to organizations investing long-term. It promises high ROI over time. SMAX offers competitive pricing with lower upfront expenses, achieving faster ROI through quick deployment and ease of use, making it attractive to cost-conscious firms seeking effective service management.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 21.0% |
| OpenText Service Management (SMAX) | 2.4% |
| Other | 76.6% |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
| Company Size | Count |
|---|---|
| Small Business | 54 |
| Midsize Enterprise | 36 |
| Large Enterprise | 163 |
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.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
