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OpenText Service Management (SMAX) vs Xurrent comparison

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Comparison Buyer's Guide

Executive SummaryUpdated on Feb 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
6.9
Number of Reviews
641
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 (1st), AI Legal & Compliance (1st), AI Finance & Accounting (1st), 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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (30th)
 

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.
Edward Carbutt - PeerSpot reviewer
Executive Director at Marval Software
Offers multi-tenancy architecture, both in terms of functionality and reporting, requires minimal configuration and no-code deployment
We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity. However, for most users, the product will do what they need. It's only when you have mature service management processes and need deeper integrations at the process level that you might encounter some limitations. But for less mature needs, 4me works well.

Quotes from Members

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

Pros

"I have in fact told all my friends and colleagues who are in the RPA domain to work with Automation Anywhere because it's easier to run as well as to implement."
"It has helped us a lot with our digitized work, and we have automated a lot of the bank's processes."
"The most valuable feature of the platform right now for us is just getting the most out of the tool. When I first joined the company, we were on version 11, which is the on-premise version of Automation Anywhere. Getting over to the new cloud platform A360 has enabled us to get the most out of general RPA or robotic process automation."
"What I appreciate most about Automation Anywhere is the ease of use. Everything is easy to set up. I also appreciate the extensibility that it has."
"The time savings are valuable."
"AA helped our clients to achieve their goals faster and more efficiently, also reaching ROI very quickly."
"The automation of data entry is the most valuable feature for us."
"Automation Anywhere has a uniqueness with respect to the IQ Bot."
"The tool is very easy to use."
"This is a cordless application that can be used throughout any organization."
"The customization features are quite good, and we have a very good local vendor helping us in this regard."
"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."
"OpenText Service Management (SMAX) is evolving in addressing the needs across different sectors like IT or HR."
"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 most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"The multi-tenancy architecture, both in terms of functionality and reporting, is the best feature. It is a really well-thought, designed, and developed part of this product."
"The solution is highly stable."
"I like their request management as well as their project management."
"It offers a comprehensive set of features without requiring additional payments for each feature."
 

Cons

"There is a lot of scope for improvement in terms of stability. It is a concern, because right now we are close to 20 to 25 percent false negatives that are coming up."
"As a developer, I would like to have copy commands available from one bot to another."
"I just came to understand that there is a cloud attached to it. I would like to see how the cloud is going to work, because every application is coming out with a cloud version. If you are not on-premise, then you will need to have Citrix automation."
"Right now, we are using a VM with Automation Anywhere installed inside it, but it would be nice if the solution could be used on macOS."
"The implementation process is complex, as there is integration with other applications."
"Automation Anywhere should add a couple of commands which will help most developers not to always use a script, a good example is in String operations."
"For someone who does not have technical skills, using Automation Anywhere is quite challenging because it is primarily meant for the technical aspect, though it can help with basic data entry tasks, such as invoice processing and other repetitive back office operations."
"At some places, the if-else statements become so confusing so, at that place, they can change the UI for better understanding. Apart from this I liked this tool and would like to continue working on this."
"The tool has negatively impacted our productivity."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times."
"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."
"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 would like to be able to customize and brand the solution, or at least the majority of its features and dashboards, particularly those that will be used by a large number of people."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
"Asset Discovery is a feature that should be added."
 

Pricing and Cost Advice

"Annually, we are paying almost one million reais."
"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."
"Their overall pricing falls in the middle of the market. Cost-wise, Automation Anywhere is quite expensive because of their analytics, IQ Bots, and MetaBots. For a standalone machine, the pricing is okay. When adding in the licensing for IQ Bots (or MetaBots), it can become quite costly."
"I don't agree with the IQ Bot licensing costs, which depends on the consumption of the document rather than per bot or user. This is confusing for me, because most of the cases for us in a possible future scenario, there would be a lot of invalid data to be scanned to get to real data. E.g., we would have to supply approximately 100 pages of scanned data to extract two pages of original data. In these type of cases, the IQ Bot might be a costly venture."
"We are a partner of Automation Anywhere and find the pricing to be reasonable."
"Approximately, for a developer, it is around $750 for a license a year. For Bot Runners, it is about $550."
"We have seen ROI on one of the process, but not on the other processes yet."
"It is fantastic. It has been great. It is perfectly priced for the quality received. When paying for quality, that is exactly what you get."
"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."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"It is the most affordable because it is priced per month per user."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"The pricing is expensive."
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Top Industries

By visitors reading reviews
Financial Services Firm
17%
Construction Company
12%
Manufacturing Company
11%
Computer Software Company
7%
Financial Services Firm
11%
Comms Service Provider
10%
Government
9%
Manufacturing Company
8%
Outsourcing Company
11%
Computer Software Company
9%
Construction Company
8%
Retailer
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business154
Midsize Enterprise82
Large Enterprise536
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)
4me
 

Interactive Demo

 

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. Xurrent and other solutions. Updated: June 2026.
902,417 professionals have used our research since 2012.