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OpenText Service Management (SMAX) vs Stat for Oracle E-Business Suite comparison

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Executive SummaryUpdated on Mar 1, 2026

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

Automation Anywhere
Sponsored
Average Rating
8.4
Reviews Sentiment
6.8
Number of Reviews
666
Ranking in other categories
Business Process Management (BPM) (2nd), Robotic Process Automation (RPA) (2nd), Process Mining (1st), Intelligent Document Processing (IDP) (1st), Agentic Automation (1st), Business Orchestration and Automation Technologies (2nd), AI Legal & Compliance (1st), AI Finance & Accounting (2nd), AI Procurement & Supply Chain (1st)
OpenText Service Management...
Average Rating
7.6
Reviews Sentiment
6.0
Number of Reviews
9
Ranking in other categories
IT Service Management (ITSM) (12th)
Stat for Oracle E-Business ...
Average Rating
8.6
Reviews Sentiment
8.1
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (42nd)
 

Featured Reviews

Venkat Sivaprakash - PeerSpot reviewer
Management Consultant at Accenture
Has significantly improved document-driven workflows and reduced processing time across finance and HR functions
Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.
HugoAlmeida - PeerSpot reviewer
Head Of Delivery at Timestamp ITM
Centralized service processes have improved cross‑department visibility but reporting still needs work
The machine learning capabilities in OpenText Service Management (SMAX) are somewhat not published the way they should be. They work pretty well, but they are not used as much in the current experience of our customers. They have them; the solution has them, but they usually go a little bit below the radar in terms of visibility. I believe there is room for improvement when it comes to machine learning capabilities. OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities. We want to see better use and more functionalities enabled with the already existing capabilities such as AI and reporting in the next OpenText Service Management (SMAX) release, but one important thing we think should be included is a module for metrics, similar to Google Analytics, that focuses on the metrics of the tool usage. The module shouldn't just report on the components of OpenText Service Management (SMAX) but also track how the tool is used by end users, for example, what functionalities users utilize more frequently, the performance of those functionalities, and how long it takes them to open a ticket or log in, focusing on applicational monitoring metrics and performance management metrics.
Mohammed Ghonaim - PeerSpot reviewer
Senior Oracle Application Consultants at Saudi Telecom Company
An user-friendly solution that enables business users to extract data in various formats
The user-friendly solution enables business users to extract data in various formats independently. Additionally, it controls access, allowing for data masking of sensitive information within Oracle. These features contribute positively to the user experience, especially from the perspective of…

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"It has definitely helped automating a lot of processes, but it is very difficult to build resilient bots. It is very difficult to find skilled developers in the market, who actually build resilient bots with appropriate error handling. Maintaining the bots is another challenge as the applications keep changing."
"We have been able to reduce the amount of repetitive tasks completed by operations, allowing individuals to move onto tasks which cannot yet be automated."
"My company uses AA extensively for internal BPO work as well as we refer and deploy it to the customer as a RPaaS model, helping increase productivity, reduce overall operational costs, and deliver fewer errors while proving to be a reliable workhorse during the COVID situation."
"We've saved a lot of time. How much time we save depends on the process. It's likely at least 50%. Sometimes, it's up to 70%."
"The tool is very easy to use and mostly user-friendly. I like that when using it I don't need much expertise."
"Automation Anywhere is a pioneer in RPA tools."
"I utilize all the commands provided by Automation Anywhere, such as all the recorders. I use these commands to develop my processes and bots."
"I love the Bot Store. I encourage a lot of my staff to use it, because it changes the game and the time that it takes to build automation. It has a lot of reusable things that you can use off the bat."
"OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR."
"The customization features are quite good, and we have a very good local vendor helping us in this regard."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The product provides an interface for the end users to make requests."
"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."
"I've used this kind of application for more than 20 years and from my perspective, SMAX is one of the best products on the market."
"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 solution's technical support is very responsive."
"The user-friendly solution enables business users to extract data in various formats independently. Additionally, it controls access, allowing for data masking of sensitive information within Oracle. These features contribute positively to the user experience, especially from the perspective of business users."
 

Cons

"The Image Recognition functionality should be enhanced to improve the accuracy of checkboxes."
"Automation Anywhere is not very scalable because the update and upgrade process requires immense effort from the IT organization to do a tool check."
"There should be a way to avoid recoding everything whenever there's an upgrade to the latest version."
"With the PDF command, you can only read structured data. If your data is in an unstructured format, there is no command for it in Automation Anywhere. Then, people need to use Python coding if their data is in unstructured format. Therefore, Automation Anywhere needs to improve in the PDF area."
"Having some more pre-mapping and pre-setup analysis of what you're going to be doing with it would be helpful."
"It's somewhat pricier than some of the other tools that we've used, and the breakout between the different applications is also somewhat costly."
"We will be running error handling for 8,000 process and the system will fail."
"In A2019 it does not display the exact running status, but rather it displays the previous one."
"The reporting functionality is not the best as it is not easy to use."
"SMAX lacks in integrations as well as written documentation."
"The solution lacks sufficient documentation."
"The contract management feature can be improved."
"The tool has negatively impacted our productivity."
"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."
"OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The concerns where improvements are required lie in the area of finance revolving around aspects like receivables and the general ledger."
"I recommend enhancing the user interface to make the product more user-friendly for business users. Identifying queries that apply to Oracle technical assessments would be beneficial, particularly for Oracle E-Business Suite (EBS) or other specific ready-made packages."
 

Pricing and Cost Advice

"With the rebate processing automation that we did, it has provided us a savings of around an hour or two a person on a daily basis, which is quite a lot of savings."
"More than 40 to 50 percent of the IT budget will be for the cost of automation projects in the coming years since these projects enhance operations add value."
"We are interested in saving manual engineer man-hours. So far, we have saved $100,000."
"Automation Anywhere's pricing falls within the mid-range, but the long-term benefits outweigh the initial investment."
"Their licensing processes are in par with most industry standards."
"Time-wise: We have saved hundreds of thousands of hours."
"We save approximately 10,000 hours per year."
"It's a bit expensive compared to other RPA tools on the market."
"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."
"The tool is cheap, but monthly subscriptions are a bit high."
"I rate the product price a six or a seven on a scale of one to ten, where one is low, and ten is high."
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Top Industries

By visitors reading reviews
Outsourcing Company
15%
Financial Services Firm
12%
Manufacturing Company
11%
Comms Service Provider
11%
Comms Service Provider
12%
Financial Services Firm
10%
Government
8%
Outsourcing Company
8%
No data available
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business161
Midsize Enterprise85
Large Enterprise561
By reviewers
Company SizeCount
Small Business3
Midsize Enterprise2
Large Enterprise4
No data available
 

Questions from the Community

How good is Automation Anywhere for RPA processes?
It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...
How good is Automation Anywhere for RPA processes?
From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...
How good is Automation Anywhere for RPA processes?
It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.
What is your primary use case for Micro Focus Service Management Automation X (SMAX)?
We mostly deal with OpenText Service Management (SMAX), Service Management, and UCMDB, the UD Discovery, Unified Disc...
What advice do you have for others considering Micro Focus Service Management Automation X (SMAX)?
We are still working with OpenText and Splunk. I remember that Splunk is now with what Cisco AppDynamics bought. We a...
What is your experience regarding pricing and costs for Micro Focus Service Management Automation X (SMAX)?
OpenText Service Management (SMAX) is okay, not expensive and not the cheapest. It is overall good.
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Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)
OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)
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Overview

 

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics
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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Find out what your peers are saying about OpenText Service Management (SMAX) vs. Stat for Oracle E-Business Suite and other solutions. Updated: September 2026.
915,341 professionals have used our research since 2012.