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

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Number of Reviews
76
Ranking in other categories
Help Desk Software (4th)
OpenText Service Management...
Ranking in IT Service Management (ITSM)
16th
Average Rating
7.6
Number of Reviews
6
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of BMC Helix ITSM is 13.6%, up from 12.4% compared to the previous year. The mindshare of OpenText Service Management Automation X (SMAX) is 1.8%, up from 0.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

RajkumarK - PeerSpot reviewer
Nov 21, 2023
The leading service management platform for delivering intelligent, user-centric experiences
We used to support VMware applications, focusing on distributed applications such as data from ETW, Snowflake, and SAP. Our role involved processing critical data systems through internal mechanics and IT processes, primarily managed by the application support group.  We employed services to…
Evgeniy Kolotilov - PeerSpot reviewer
Sep 28, 2023
Offers a range of tools for sales and configuration that can be used in banks and telecom companies
This service management tool is used in banks and telecom companies 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.       The contract management feature can be improved. I have been…

Quotes from Members

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

Pros

"BMC offers excellent customer solutions, and they're quick to address bugs or shortcomings in their product."
"We have seen year over year customer satisfaction improvement for the last five years."
"It provides a good user experience."
"Helix is more lightweight than these tools. It's a traditional tool that was developed more than 10 years ago. Ease of use is the operative word."
"The solution is already aligned with the framework, so it is easy for us to proceed with any ISO 27K certification."
"I like the single sign-on and that administrators can customize."
"In general, for incident management, it's okay."
"The digital workplace is appealing."
"This is a cordless application that can be used throughout any organization."
"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 most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"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

"We have experienced outages, because some other customers did something on the same cluster that we share."
"Integration could be better. If something doesn't work well with some tools and operations, then management becomes difficult, so you have to integrate other tools."
"We found that there was numerous issues upgrading from 8.1 to 9.1 in that all our licenses were broken for almost a year and a half. We chased down a total of 14 hotfixes, patches, and service packs before things were finally resolved. During that time, said "fixes" also broke other things, so it was quite the sore spot with management for some time."
"It needs to be more comfortable for the end-user."
"Its performance can be improved. Sometimes, there is a performance issue, and it is a little slow and difficult on the usage side. It would be beneficial for us if there is a lighter version of this solution. There is also a limitation on the number of columns and memory for extracting a report, and this functionality can be improved. We would like to have better integration and UI in this solution. The user interface should be easy to navigate. Its integration with other tools, such as SharePoint or Jira, can also be improved, which would be beneficial for us. In terms of new features, there should also be a mobile version. The desktop version is available, but the mobile version is not available, which is one of the challenges that our team has. For users who work on Remedy and who raise the ticket, it would also be very beneficial to have some chatbot features."
"BMC Helix ITSM should improve its price."
"Whenever you start exploring some new product features, you run into defects. It has been like this for the last six years."
"In the next release, I would like to see AI used for classification or categorization."
"The contract management feature can be improved."
"The solution lacks sufficient documentation."
"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."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The tool has negatively impacted our productivity."
 

Pricing and Cost Advice

"BMC Helix ITSM is a very cost-effective solution."
"The cost is relatively high, especially for the BMC Controller application. However, the expense is justified by the standard and reliable features it offers. This product's reputation in the market is strong, providing assurance in terms of data and other considerations."
"The price of BMC Helix ITSM could improve their price."
"The price of BMC Helix ITSM is expensive."
"It is too expensive for a small business."
"We did not compare the price of BMC Helix ITSM to other vendors. However, it has a mid-range price."
"If you are looking for some kind of professional services form the OEM then you would have to purchase that."
"It is costly, but it is well worth it."
"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
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Computer Software Company
22%
Financial Services Firm
11%
Manufacturing Company
9%
Government
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about BMC Helix ITSM?
If we consider major players like Ford or BMW, their core focus is manufacturing products like cars. To ensure smooth operations, any arising issues, be it security concerns or issues within depart...
What needs improvement with BMC Helix ITSM?
The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident m...
What is your primary use case for BMC Helix ITSM?
We majorly use the solution for user ticket management, incident management, and event management.
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.
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...
 

Also Known As

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

Learn More

 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

Brookfield, HealthSouth Corporation, Lockheed Martin Aeronautics, Mercator, SAP, Stanford University
Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).
Find out what your peers are saying about BMC Helix ITSM vs. OpenText Service Management Automation X (SMAX) and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.