OpenText Service Management (SMAX) Reviews

Name: OpenText Service Management (SMAX)
Brand: OpenText
Rating: 3.8 (6 reviews)

3.8 out of 5

6 reviews
83% willing to recommend

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 #16 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)

May 2025

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Featured OpenText Service Management (SMAX) reviews

Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

The deployment takes three months. In this process, customers need to allocate resources like networks, data storage, and images. They then need to decide which business functions they intend to use in production and perform some basic configurations. Custom documentation is prepared and provided for user renewals and administration. I would rate the experience of the initial setup a nine out of ten.

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Mourad Ali

ITSM Consultancy Head at a tech services company with 51-200 employees

The only challenge with Azure customers is when they have a specific requirement that is not available out of the box and is inflexible to adjust. Sometimes, customers have tough requirements that are not flexible enough to be adjusted, even if SMAX can provide a better alternative. They need this specific feature. This challenge is common with SMAX, BMC, ServiceNow, IBM, or other similar tools. When working with enterprise tools that are not developed in-house, I don't have access to the source code and am limited to the features and capabilities provided by the leading vendors. So, this challenge is common across SMAX, BMC, and ServiceNow. The solution could have more customization flexibility.

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Ioannis Panagiotou

Commercial Director at LeanIT Limited

The product's initial setup phase was complex, but it was appropriate since a level of complexity is needed in our business. Generally, I would say that it is a solution that is straightforward, but it has the level of complexity that it needs to have. I haven't deployed the product. I have only worked with the product. The solution is deployed in the cloud and on-premises versions.

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OpenText Service Management (SMAX) mindshare

As of June 2025, the mindshare of OpenText Service Management (SMAX) in the IT Service Management (ITSM) category stands at 2.1%, up from 1.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Last updated Jun 19, 2025

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%

Manufacturing Company

Financial Services Firm

Government

Healthcare Company

Construction Company

Retailer

Non Profit

Comms Service Provider

Media Company

University

Recreational Facilities/Services Company

Transportation Company

Insurance Company

Educational Organization

Consumer Goods Company

Energy/Utilities Company

Aerospace/Defense Firm

Hospitality Company

Real Estate/Law Firm

Wholesaler/Distributor

Engineering Company

Legal Firm

Logistics Company

Newspaper

Performing Arts

Compare OpenText Service Management (SMAX) with alternative products

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).