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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

"The turnaround time of building bots is quick. We are deploying around four bots per month. The turnaround time to get a design, build, and deploy is very fast. This is very good for us. It has helped us out when scaling up in a better manner."
"It is an easy product. It is easier and less complex than any other RPA tool in the market. It is a popular product."
"We have been able to reduce our number of FTEs."
"The universal recorder is a kind of hybrid recorder that enables the user to record the data across devices."
"We get a significant ROI even though the licensing cost is higher than average. The gains we realize from the initial development make up for it. In the last three years, I estimate we have saved around 2,200 hours of labor. To date, we've saved almost $6 million."
"It's very easy to use and all of the employees can easily get involved in the process, whether they are a developer, support, or have an HR background."
"At the most granular level, automating people's daily tasks has been helpful by freeing them up to do higher value-add activities, which is definitely beneficial."
"In finance, it has helped us deliver on productivity and provided us with FTE savings."
"OpenText Service Management (SMAX) is effective for all sectors, such as IT and 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 tool is very easy to use."
"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."
"The customization features are quite good, and we have a very good local vendor helping us in this regard."
"This is a cordless application that can be used throughout any organization."
"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."
"When compared to BMC Helix ITSM, the 4me setup is much simpler and less complicated."
"It offers a comprehensive set of features without requiring additional payments for each feature."
"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."
"I like their request management as well as their project management."
"The solution is highly stable."
 

Cons

"We will be running error handling for 8,000 process and the system will fail."
"Business processes are more complex and require experts to be brought in to automate."
"The overall product in Automation Anywhere is good, but they need to improve a little bit on the overall architecture side."
"In the learning track, I was looking at the latest feature which is coming in A2019, which is very nice, because it is a web-based. So, we can do our development while sitting from anywhere. We don't need any type of installation. It's a web-based. Nowadays, everyone has the Internet."
"As far as stability is concerned, there have been some challenges. Sometimes, we experience our computers freezing up for no apparent reason or the network being inaccessible."
"If we are going through the high availability in the IQ Bot setup, it's a bit complex."
"I could not say it's a stable product, because when you move in the market, there are many companies are there."
"One area where I can see room for improvement is the training material that is available."
"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."
"OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times."
"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 solution lacks sufficient documentation."
"The tool has negatively impacted our productivity."
"SMAX lacks in integrations as well as written documentation."
"The contract management feature can be improved."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"Asset Discovery is a feature that should be added."
"We're still biased towards our previous, more mature product. 4me still needs to reach that level of maturity."
"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."
"One area where I believe there's room for improvement in the 4me system is the absence of an asset discovery tool."
 

Pricing and Cost Advice

"The cost is affordable, which makes an easy barrier to entry for the RPA market."
"Automation Anywhere is thought to be quite expensive, especially for smaller organizations."
"My understanding is that the license cost of Automation Anywhere is more reasonable than UiPath and Blue Prism."
"The solution is quite expensive. Not every organization can consider this option."
"The licensing cost for Automation Anywhere is high."
"The pricing and licensing are definitely moderate to costly but easily recoverable by achieving ROI quickly."
"We paid separately for the Runner and Creater components. The final cost depends on the structure of your environment."
"In terms of pricing, this is a good product."
"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 pricing is expensive."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
"The licensing costs on the website are about $60 for pay-as-you-go. And then it decreases based on volume discounts or something."
"It is the most affordable because it is priced per month per user."
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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.