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OpenText Service Management (SMAX) vs Xurrent comparison

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Executive SummaryUpdated on Nov 8, 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
669
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)
Xurrent
Average Rating
8.0
Reviews Sentiment
8.5
Number of Reviews
4
Ranking in other categories
IT Service Management (ITSM) (31st)
 

Featured Reviews

Nadeem K. - PeerSpot reviewer
Rpa Developer at a consultancy with 11-50 employees
Automation has freed teams from repetitive finance and supply tasks and supports global operations
In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.
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

"Most of the features of Automation Anywhere (AA) are good, but one big feature which I really like is its OCR (optical character recognition) feature."
"RPA platform with a good accuracy rate, variable management, and OCR feature. It has a straightforward setup."
"Overall, based on my experience with Automation Anywhere, I would rate it a nine out of ten."
"Customers also are looking for the kinds of solutions that help enable their workforces to be more effective."
"Visual development tools help organize automation steps, while reusable workflows can simplify the implementation of repetitive tasks."
"Automation Anywhere has led to faster growth in our organization."
"A user can easily adopt this technology and utilize it, when compared to the other available resources in the market."
"The overall developer client has an easy-to-use UI."
"The tool is very easy to use."
"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 product provides an interface for the end users to make requests."
"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."
"OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR."
"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."
"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 solution is highly stable."
"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."
"I like their request management as well as their project management."
"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."
 

Cons

"Some things that I do not see as of today are interactive chat or video interface."
"The initial implementation of Automation Anywhere regarding the elastic search and database set connection can be a little difficult."
"I would like to have the ability to work on a remote desktop connection, run the recording on it and use all commands."
"My experience with pricing, setup cost, and licensing has been mixed."
"They can provide more features for desktop application automation. They don't have extensive capabilities for automating desktop applications."
"I haven't gone deep in the tool, but so far it looks good."
"The technical support needs improvement."
"Automation tools have a lot of dependency on the environment, particularly on machines. Reducing this dependency could increase success."
"The tool has negatively impacted our productivity."
"The contract management feature can be improved."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"SMAX lacks in integrations as well as written documentation."
"The solution lacks sufficient documentation."
"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."
"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

"We are restricted to use one license on one PC. However, if my license is not working, I want to be able to use it somewhere else. This would be a nice improvement to the licensing, as other competitors in the market have better licensing terms."
"On a yearly basis, our licensing costs are about $80,000. There are no additional costs beyond the standard licensing fees."
"It is affordable for us."
"The pricing is fair. My company is part of a big organization, so the pricing is very advantageous."
"I really enjoy the pricing options with Automation Anywhere, as they are able to flex their ability to adapt to the needs of the customer really well."
"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."
"We brought onshore a lot of what we were doing offshore, saving our company close to $20 million."
"We have saved customers 400% in terms of time saved by implementing this 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 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."
"It is the most affordable because it is priced per month per user."
"This pricing falls on the lower end of the spectrum, making it a cost-effective option."
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Top Industries

By visitors reading reviews
Outsourcing Company
14%
Comms Service Provider
12%
Financial Services Firm
11%
Manufacturing Company
11%
Comms Service Provider
13%
Financial Services Firm
11%
Outsourcing Company
9%
Government
8%
Outsourcing Company
13%
Comms Service Provider
11%
Computer Software Company
8%
Construction Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
By reviewers
Company SizeCount
Small Business162
Midsize Enterprise86
Large Enterprise566
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: November 2026.
921,523 professionals have used our research since 2012.