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.
What is most valuable?
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.
SMAX provides virtual chatbots that interact with end users and understand their settings. These chatbots can be integrated with automation and operation orchestration tools, allowing you to execute actions in various scenarios, such as logistics. For example, the chatbot can direct you to a specific service catalog item, start capturing your information regarding this item, and trigger an automated scenario, such as creating a mailbox, provided no further approval is required. SMAX excels in this area, offering more advanced features than other tools, particularly in the capabilities of its virtual chatbots.
What needs improvement?
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.
For how long have I used the solution?
I have been using OpenText Service Management Automation X (SMAX) for over five years.
What do I think about the scalability of the solution?
I recommend SMAX for medium to large companies rather than small ones. While SMAX offers robust service capabilities, its price may be higher than other solutions that are more suitable for small businesses. Due to their cost and complexity, small companies typically do not seek out enterprise-level tools like BMC ServiceNow, SMAX, or Oracle Plus.
Which solution did I use previously and why did I switch?
SMAX is a more user-friendly application. It will be much easier for end users to use, with a quicker time to market and faster deployment. It allows for better interaction with orders and more tailored customization. Unlike legacy service management, SMAX doesn't require writing scripts inside buttons, triggers, or actions, so I have more control over customizing and tailoring the solution to the customer's needs.
It is still essential for specific purposes. Larger customers, such as central banks and digital operators, often require massive customization to fit their processes. For example, I am working as a solution architect on a project for a telecom operator in Saudi Arabia using SMAX. They've been using SMAX for a couple of years, and flexibility in requirements is key to gaining its benefits.
How was the initial setup?
The implementation of SMAX is easy.
What was our ROI?
We use this tool for internal operations. It's an ITSM tool used for internal IT automation, similar to other operational management tools such as monitoring and security. Calculating the ROI for these tools can be challenging because they are typically considered overhead costs. These internal IT service management tools need to be evaluated in terms of their impact on overall operations, such as a telecom operator's sales or Internet subscription services. The cost of using tools like IBM's and security and operation management tools is indirect.
What's my experience with pricing, setup cost, and licensing?
OpenText Service Management Automation X can be obtained from OpenText, which offers several licensing options. They provide a subscription model for a one-time fee.
OpenText can be priced based on the number of IT users rather than end users. There are two main interfaces: one with complete features for operators and another portal for end users within the organization. Licenses are primarily for operators and can be named or suite licenses. Named licenses are assigned to specific users, while any operator can use floating licenses. For example, if you have ten floating licenses, only the first ten users can log in to the system simultaneously; the eleventh user must wait until someone logs out.
Floating licenses are twice the cost of named licenses. There are two main types of licenses: permanent licenses, purchased with a one-time fee, and subscription licenses, which are more affordable but require annual payments.
What other advice do I have?
The TrendIQ feature in OpenText is specifically designed to leverage AI. Even though initially, users may access it without the intention of engaging AI, as mentioned in our discussion last week, its primary purpose is to incorporate AI capabilities. It's a platform where maximizing AI involvement is key. This includes utilizing AI for incident analysis, hot topic analytics, problem-solving, software management, and root cause analysis. By incorporating AI in these activities, organizations can serve their end users more efficiently. Therefore, (SMAX) or other platforms must prioritize and invest more in these AI-driven functionalities.
I recommend OpenText Service Management Automation X (SMAX) for flexible companies that can adapt to a pre-built or customizable process. Since I work with various customers, some may require an ideal solution and documented projects to align with specific processes. However, leveraging SMAX's capabilities, features, and automation in your design or consulting activities is essential.
Overall, I rate the solution a nine out of ten.
*Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
