BMC FootPrints Service Core vs OpenText Service Management Automation X (SMAX) comparison

BMC and OpenText are both solutions in the IT Service Management (ITSM) category. BMC is ranked #30, while OpenText is ranked #16 with an average rating of 7.3. BMC holds a 0.6% mindshare in ISM, compared to OpenText’s 2.1% mindshare. Additionally, 90% of BMC users are willing to recommend the solution, compared to 83% of OpenText users who would recommend it.

BMC FootPrints Service Core

Read 10 BMC FootPrints Service Core reviews

216 Views
108 Comparison Views

90% willing to recommend

OpenText Service Management...

Read 6 OpenText Service Management Automation X (SMAX) reviews

875 Views
410 Comparison Views

83% willing to recommend

BMC FootPrints Service Core

OpenText Service Management...

Comparison Buyer's Guide

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Executive SummaryUpdated on Nov 3, 2024

BMC FootPrints Service Core and OpenText Service Management Automation X (SMAX) compete in the IT service management space. BMC FootPrints is considered favorable for pricing and support, yet OpenText SMAX often takes the lead in features, justifying its higher cost.

Features: BMC FootPrints Service Core offers intuitive workflow automation, customizability for tailored solutions, and a responsive UI. OpenText SMAX provides artificial intelligence capabilities, automated service delivery, and advanced virtual chatbot functionalities, leveraging its comprehensive feature set.

Room for Improvement: BMC FootPrints Service Core could enhance its integration capabilities, expand reporting options, and improve scalability. OpenText SMAX may benefit from easier configuration, reduced deployment complexity, and more responsive customer support services.

Ease of Deployment and Customer Service: BMC FootPrints Service Core is known for straightforward deployment and responsive customer service, ideal for organizations with limited resources. OpenText SMAX offers robust deployment models with a cloud-first strategy but presents a steeper learning curve, which may be less ideal for small teams.

Pricing and ROI: BMC FootPrints Service Core is cost-effective with lower initial setup costs, delivering a quicker ROI for smaller enterprises. In contrast, OpenText SMAX requires higher investment but provides substantial long-term ROI due to its advanced technology and scalability, making it suitable for large organizations with complex IT environments.

To learn more, read our detailed BMC FootPrints Service Core vs. OpenText Service Management Automation X (SMAX) Report (Updated: March 2025).

Buyer's Guide

BMC FootPrints Service Core vs. OpenText Service Management Automation X (SMAX)

March 2025

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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

BMC FootPrints Service Core

Ranking in IT Service Management (ITSM)

30th

Average Rating

8.2

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Help Desk Software (28th)

OpenText Service Management...

Ranking in IT Service Management (ITSM)

16th

Average Rating

7.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of BMC FootPrints Service Core is 0.6%, up from 0.3% compared to the previous year. The mindshare of OpenText Service Management Automation X (SMAX) is 2.1%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM)

Featured Reviews

Carrie Wu

Sr. Systems Analyst at Vancouver Fraser Port Authority

Supports the convergence of ticket management, IT, and customer services

I would give this product a rating of 8 out of 10 because it's a good system and it meets most of our requirements. It still has a lot of space to improve because the service desk function is changing all the time. This solution has to continually be innovative. It should also generate more user-friendly reports utilizing a collaborative framework. Additionally, I would tell anyone looking at similar solutions to first figure out their most important requirements. Then compare their requirements with the function of the ITMS to ensure compatibility. While at the same time they should look ahead at future requirements such as the cloud configuration, along with other vendor capabilities before making a decision.

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Mourad Ali

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

Offers topic analytics for incident and problem management

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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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"I like the fact that FootPrints is a relational database, so every item in the database can be linked to another. This helps create history and audit trails for each CI."

"This product solidly handles incident management, problem management, and change management."

"We have found the reports and the lockdown on a ticket valuable, so only one person can update issues."

"Having a one stop shop for linked assets and tickets has improved end user adoption and led to a reduction in phone/email tickets."

"Ability to auto-generate email messages, process email messages, and approvals."

"Technical support is good."

"It is stable and its technical support is good and quick."

"The discovery feature is very flexible."

More BMC FootPrints Service Core pros

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

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

"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."

Cons

"It would be nice if they added the ability to go directly to a form via a deep link URL."

"Hyphens are not allowed in the quick search bar. This has created a problem in our environment where we use hyphens in our asset names."

"It is pretty clunky and not very intuitive. Even though I have used it for many years, I don't think it is a very good ITSM platform in general. In the telecom space, a lot of telco providers use this solution, but from my perspective, it is not very user friendly. It is a bit more laborious. There are still too many human touchpoints. There can be a little bit more automation. It would also be good to integrate it with other tools. Integration is quite difficult, especially in the telco space."

"The workflow should be made to be more user-friendly. It should also have more granular scalability."

"It would be better if it were more user-friendly. The reporting part in the version we have is a little complicated. It takes too long to build and report. It would also be better if there were another way to manage notifications."

"Reporting could be improved along with the option to create more fine tuned reports and to create specific fields for each type of ticket."

"The mobile version of this product does not support asset management."

"We need more customizable reporting functionality. We could also use more collaboration of service desk tickets. This will allow for two departments to share the same information, track the progress of the total task scope no matter how complex the request is."

More BMC FootPrints Service Core cons

"The contract management feature can be improved."

"The solution lacks sufficient documentation."

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

"The tool has negatively impacted our productivity."

"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."

Pricing and Cost Advice

"Cost was on par with other service desk products, and well below Remedy, while still being a BMC product."

"The licensing for FootPrints is a perpetual license with an annual support fee."

"This solution has good pricing."

"Our costs are well over $250,000."

"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."

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Top Industries

By visitors reading reviews

Government

17%

Computer Software Company

13%

Educational Organization

11%

Financial Services Firm

Computer Software Company

14%

Financial Services Firm

12%

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

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What do you like most about Micro Focus Service Management Automation X (SMAX)?

The tool is very easy to use.

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What is your primary use case for Micro Focus Service Management Automation X (SMAX)?

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

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What advice do you have for others considering Micro Focus Service Management Automation X (SMAX)?

The tool is appropriate if we don't have a complicated use case. It is the right tool for simple use cases. It's a lot cheaper than ServiceNow. It is an appropriate tool for a smaller business or m...

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Comparisons

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Compared 51% of the time

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Compared 49% of the time

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Compared 35% of the time

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Compared 32% of the time

BMC Helix ITSM vs OpenText Service Management Automation X (SMAX)

Compared 22% of the time

ManageEngine ServiceDesk Plus vs OpenText Service Management Automation X (SMAX)

Compared 11% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

Download BMC FootPrints Service Core product report

Buyer's Guide

IT Service Management (ITSM)

March 2025

OpenText Service Management Automation X (SMAX) report

Download OpenText Service Management Automation X (SMAX) product report

Also Known As

FootPrints Service Core

OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)

Interactive Demo

Demo not available

BMC

OpenText

Overview

FootPrints Service Core integrates IT service and asset management for end-to-end business services, and it's easy to install, use, and support. With configurable capabilities that streamline service delivery, FootPrints improves customer satisfaction and IT's reputation with your business users.

BMC

OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.

OpenText SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.

SMAX has a flexible and transparent pricing model that lets you change license allocations or add capabilities without costly surprises. Pricing starts at $79 per agent per month for a full range of processes and features that include a service portal, mobile app, AI, analytics, federated CMDB, ITSM, ESM, discovery, and orchestration. Visit the OpenText ITSM SaaS pricing page for details.

OpenText

Sample Customers

Cast & Crew

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).

Buyer's Guide

BMC FootPrints Service Core vs. OpenText Service Management Automation X (SMAX)

March 2025

Free Report: BMC FootPrints Service Core vs. OpenText Service Management Automation X (SMAX)

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