Information Security & IT Governance Manager at a insurance company with 10,001+ employees
Real User
Top 5
2025-08-22T14:09:55Z
Aug 22, 2025
We are using the application as a customer. We are utilizing OpenText Service Management (SMAX) mainly for ITSM processes and some BPM activities. It is mainly used for tracking performance and creating SLAs. We use it for limited teams available. We have both IT and non-IT parts implemented, and it functions adequately.
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.
IT Service Management (ITSM) provides a framework for delivering information technology services, addressing business needs efficiently. It encompasses best practices for managing and optimizing IT operations.ITSM focuses on aligning IT services with business objectives, ensuring service quality and efficiency. It integrates processes like incident management, change control, and service request fulfillment. Popular platforms include ServiceNow, BMC Helix, and Cherwell, which offer tailored...
We are using the application as a customer. We are utilizing OpenText Service Management (SMAX) mainly for ITSM processes and some BPM activities. It is mainly used for tracking performance and creating SLAs. We use it for limited teams available. We have both IT and non-IT parts implemented, and it functions adequately.
The solution is used for the end-user portal. It is used for incident management, requests, and other informational purposes.
We have customers in these areas, including Saudi Arabia. We are currently running projects to upgrade and integrate with other tools.
In my company, our customers need OpenText Service Management Automation X (SMAX) for service management, which may either be for ESM or ITSM.
This service management tool is used in banks and telecom companies.
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.
We are using Micro Focus Service Management Automation X (SMAX) on-premise and on the cloud using Kubernetes.