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OpenText Service Management (SMAX) Reviews

Vendor: OpenText
3.8 out of 5
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What is OpenText Service Management (SMAX)?

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.

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OpenText Service Management (SMAX) is the #14 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give OpenText Service Management (SMAX) an average rating of 7.6 out of 10. OpenText Service Management (SMAX) is most commonly compared to ServiceNow: OpenText Service Management (SMAX) vs ServiceNow. OpenText Service Management (SMAX) is popular among the large enterprise segment, accounting for 65% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 14% of all views.
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IT Service Management (ITSM)
June 2025
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Featured OpenText Service Management (SMAX) reviews

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OpenText Service Management (SMAX) mindshare

As of July 2025, the mindshare of OpenText Service Management (SMAX) in the IT Service Management (ITSM) category stands at 2.2%, up from 1.5% compared to the previous year, according to calculations based on PeerSpot user engagement data.
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Key learnings from peers

Valuable Features

OpenText Service Management (SMAX) is user-friendly, easy to configure, and adaptable, offering tools for usability in various business operations. It supports IT, IoT, HR, and finance with intelligent agent capabilities and advanced virtual chatbots. These chatbots, integrated with automation tools, enhance customer interactions and perform actions like initiating automated scenarios. SMAX excels with topic analytics for incident management, natural language processing, and a seamless interface for end user requests, effectively improving orchestration and storage capacities.
  • "The product provides an interface for the end users to make requests."
  • "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."

Room for Improvement

OpenText Service Management (SMAX) requires better integration capabilities and improved written documentation. Contract management and connectivity with third-party products need enhancement. Out-of-the-box customization flexibility is lacking, especially for Azure customers with specific requirements. Process automation has reduced efficiency and effectiveness, and navigation is challenging for end users. The search functionality is often irrelevant, causing dissatisfaction. Setting up workflows and portals presents difficulties, and external consultancy firms fail to find effective solutions.
  • "The tool has negatively impacted our productivity."
  • "The product's connectivity with third-party products is an area of concern where improvements are required."
  • "The contract management feature can be improved."

Pricing

OpenText Service Management (SMAX) offers annual licensing with regular and concurrency options, suited to specific requirements. Pricing varies based on configuration, such as user seats. They provide flexible licensing models including named and floating licenses, with the latter being more expensive. Permanent licenses require a one-time fee, whereas subscription licenses need annual payments. Although SMAX comes with variable costs, it remains competitively priced compared to alternatives.
  • "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."

Popular Use Cases

OpenText Service Management (SMAX) is utilized for automatic intelligent alerts and resolutions, primarily in banks and telecom sectors. It's deployed on-premise and in cloud environments using Kubernetes. Organizations employ SMAX for service management needs, covering ESM and ITSM, particularly in Saudi Arabia. Users leverage it as an end-user portal for incident management, requests, and informational purposes. Current projects involve upgrading and integrating with other tools, emphasizing its versatility in the service management domain.

Service and Support

Customer service for OpenText Service Management (SMAX) has varied experiences. Some note that initial support is not very effective, requiring self-diagnosis before escalation. Others experience strong collaboration with timely assistance from Micro Focus. Improvements in service are acknowledged, with some rating technical assistance highly. Internal processes delay some escalations, but general feedback on support interactions reflects satisfaction with responsiveness and success in resolving issues. Overall, organizations find technical support satisfactory, despite some challenges.

Deployment

OpenText Service Management (SMAX) setup involves complexity, yet adapts well to user needs. Deployment takes three months, requiring resources like networks and data storage. Certain business functions are configured with custom documentation for user renewals. Users find this complexity appropriate for their needs, with deployments available in cloud and on-premises. Some note SMAX as easy to implement despite the complex initial phase. Experiences may vary, but many rate the setup highly.

Scalability

OpenText Service Management (SMAX) is noted for its scalability, handling large user bases across various companies. IT, Service, and Program Management teams extensively use it. Experts implement it in multiple enterprises, showcasing wide adaptability. Users praise its scalability rating it highly. While suitable for medium to large organizations, smaller businesses may find it costlier than other options. Clients deliver it across numerous companies, reinforcing its ability to support diverse businesses efficiently.

Stability

OpenText Service Management (SMAX) is often regarded as stable and reliable, earning a high rating from users. Despite facing some issues with instability and downtime in the past, which lasted for a couple of years, those problems have been resolved. Users now consistently describe it as a dependable platform.
These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.
Download our IT Service Management (ITSM) Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews
Computer Software Company
14%
Government
9%
Manufacturing Company
8%
Healthcare Company
7%
Construction Company
7%
Financial Services Firm
7%
Retailer
5%
Non Profit
5%
Transportation Company
5%
Comms Service Provider
4%
Media Company
4%
University
4%
Insurance Company
3%
Recreational Facilities/Services Company
2%
Consumer Goods Company
2%
Educational Organization
2%
Aerospace/Defense Firm
2%
Performing Arts
2%
Energy/Utilities Company
2%
Hospitality Company
2%
Real Estate/Law Firm
1%
Logistics Company
1%
Wholesaler/Distributor
1%
Newspaper
1%
Engineering Company
1%
Outsourcing Company
1%
Legal Firm
1%
Renewables & Environment Company
1%

Compare OpenText Service Management (SMAX) with alternative products

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Learn more about OpenText Service Management (SMAX)

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?
  • User-Friendliness: Simplifies service management across departments.
  • Configurability: Allows customization to meet specific needs.
  • Adaptability: Effective across IT, IoT, HR, and finance.
  • Language Support: Broad language capabilities for diverse users.
  • Storage Capabilities: Efficient and reliable data management.
  • Process Improvement: Tools for streamlining business operations.
  • Incident Management: Effective handling and resolution of issues.
  • Natural Language Processing: Chatbots that enhance customer support.
  • Automation: Facilitates seamless logistics and service catalog management.
What benefits and ROI should users evaluate?
  • Enhanced Efficiency: Streamlines service management processes.
  • Improved Customer Support: Virtual chatbots provide superior assistance.
  • Scalability: Adaptable to growing business needs.
  • Cost Reduction: Optimizes resource usage and reduces operational costs.
  • Employee Onboarding: Simplifies and accelerates onboarding processes.

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.

OpenText Service Management (SMAX) was previously known as OpenText Service Manager, Micro Focus Service Management Automation X (SMAX).

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OpenText Service Management (SMAX) customers

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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OpenText Service Management (SMAX) reviews

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PeerSpot user
Project Manager at a healthcare company with 1,001-5,000 employees
Verified user of OpenText Service Management (SMAX)
Jun 21, 2024
Has a negative impact on productivity and efficiency, though it is cheap and useful for incident management

Pros

"The product provides an interface for the end users to make requests."

Cons

"The tool has negatively impacted our productivity."

What is our primary use case?

The solution is used for the end-user portal. It is used for incident management, requests, and other informational purposes.

What is most valuable?

The product provides an interface for the end users to make requests. We have used the tool for orchestration concerning new employees. It has been effective.

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (450 words)
Evgeniy Kolotilov - PeerSpot user
Managing Director at Intracom Telecom Ukraine
Verified user of OpenText Service Management (SMAX)
Oct 31, 2023
Offers a range of tools for sales and configuration that can be used in banks and telecom companies

Pros

"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. "

Cons

"The contract management feature can be improved."

What is our primary use case?

This service management tool is used in banks and telecom companies.

What is most valuable?

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.      

*Disclosure: My company has a business relationship with this vendor other than being a customer.
Read full review (282 words)
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Mourad Ali - PeerSpot user
ITSM Consultancy Head at a tech services company with 51-200 employees
Verified user of OpenText Service Management (SMAX)
May 26, 2024
Offers topic analytics for incident and problem management

Pros

"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."

What is our primary use case?

We have customers in these areas, including Saudi Arabia. We are currently running projects to upgrade and integrate with other tools.

How has it helped my organization?

OpenText is marketed as an enterprise service management tool. It offers use cases for various departments, such as HR and management teams, as a comprehensive enterprise service management tool. It is also rooted in IT service management, reflecting its legacy as a service manager. In OpenText's old portfolio, there were separate asset and service management tools, which are now integrated out-of-the-box in this new solution. This integration facilitates seamless asset tracking and software asset management. It features native integration with CMS and security tools, making it a robust and highly effective tool for managing IT and enterprise services.

*Disclosure: My company has a business relationship with this vendor other than being a customer. Partner
Read full review (1084 words)
Ioannis Panagiotou - PeerSpot user
Commercial Director at LeanIT Limited
Verified user of OpenText Service Management (SMAX)
Jan 8, 2024
A tool that offers ESM or ITSM functionalities along with great integration capabilities

Pros

"The tool is very easy to use."

Cons

"The product's connectivity with third-party products is an area of concern where improvements are required."

What is our primary use case?

In my company, our customers need OpenText Service Management Automation X (SMAX) for service management, which may either be for ESM or ITSM.

How has it helped my organization?

The main benefit of the tool, from my point of view, which I think the customers can see, is the integration capabilities of the products that fall in the whole stack of OpenText with each other.

*Disclosure: My company does not have a business relationship with this vendor other than being a customer.
Read full review (499 words)
Jelson-Ghigonetto - PeerSpot user
Senior Solution Architect at Grupo Cimcorp
Verified user of OpenText Service Management (SMAX)
Nov 23, 2022
Very good storage capabilities and great for resolving issues

Pros

"This is a cordless application that can be used throughout any organization. "

Cons

"The solution lacks sufficient documentation. "

What is our primary use case?

SMAX was previously known as Service Manager. The product belonged to HPE until four years ago. We use this for its automatic intelligent agent that's built into the solution. It creates an alert when something goes wrong and the intelligent agent solves the problem. We are partners with Micro Focus and implementers of this product. I am a solution architect.

What is most valuable?

The great thing about SMAX is that it's a cordless application that can be used for all types of problems in a company. Whether it's IT, IOT, human resources, or the financial side, it corrects problems. In contrast to other solutions designed for IT, SMAX can be used throughout an organization. It also has very good storage capabilities. The agent is very intelligent and capable of understanding more than 100 languages. 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.

*Disclosure: My company has a business relationship with this vendor other than being a customer. Partner
Read full review (435 words)
Nuno Carvalho - PeerSpot user
Senior Consultant at Timestamp:itm
Verified user of OpenText Service Management (SMAX)
Apr 4, 2022
Product version discussed: Latest version
Simple to configure, highly scalable, but support could improve

Pros

"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."

Cons

"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."

What is our primary use case?

We are using Micro Focus Service Management Automation X (SMAX) on-premise and on the cloud using Kubernetes.

What is most valuable?

The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable.

*Disclosure: My company has a business relationship with this vendor other than being a customer. Partner
Read full review (313 words)