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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

Review summaries and opinions

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

Customer Service

Sentiment score
5.2
BMC Helix ITSM's customer service is inconsistent, with variability in responsiveness and expertise, especially based on support tier.
No sentiment score available
OpenText SMAX customer service has mixed reviews, needing improvement, but collaboration with Micro Focus enhances support quality.
 

Room For Improvement

Sentiment score
4.3
BMC Helix ITSM needs UI improvements, better customization, and integration, with enhanced support, performance, and Agile functionality.
Sentiment score
3.7
SMAX needs better integrations, documentation, customization, and usability improvements, impacting efficiency and requiring extra consultancy without success.
 

Scalability Issues

Sentiment score
7.8
BMC Helix ITSM is highly scalable, supports enterprise growth, but needs significant infrastructure, and sometimes faces memory management issues.
Sentiment score
7.8
OpenText SMAX supports around 1,000 users, ideal for medium to large enterprises, with shared portals for scalability.
 

Setup Cost

No sentiment score available
BMC Helix ITSM offers high ROI despite complex licensing; large enterprises benefit from bulk discounts and tailored services.
No sentiment score available
OpenText SMAX offers flexible licensing options, perceived as cost-effective compared to competitors, with varied pricing based on needs.
 

Stability Issues

Sentiment score
7.2
BMC Helix ITSM is stable and reliable but may face issues with updates, custom setups, or specific configurations.
Sentiment score
7.1
OpenText SMAX is recognized for high stability, with users rating it nine out of ten after resolving past issues.
 

Valuable Features

Sentiment score
8.0
BMC Helix ITSM offers customizable ITIL features with seamless integrations, automation, mobile access, and adaptability for diverse business needs.
Sentiment score
8.4
OpenText SMAX enhances IT, IoT, HR, and finance with chatbots, analytics, easy configuration, and robust storage capabilities.
 

Categories and Ranking

BMC Helix ITSM
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
6.7
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
Reviews Sentiment
7.1
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
The leading service management platform for delivering intelligent, user-centric experiences
Regarding reporting, when sharing information with leadership, we utilize BI support and data or more analytical tools. These tools provide accurate and comprehensive reports, covering various aspects. Reports are either sent directly through email or automated using scripts. It would be beneficial to integrate similar capabilities into BMC for future use. Many applications we work with already have a centralized virtual automation tool, such as Control M, but manual effort is still required. Improvements in automation for accurate and efficient reporting in BMC would be valuable.
Evgeniy Kolotilov - PeerSpot reviewer
Offers a range of tools for sales and configuration that can be used in banks and telecom companies
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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Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
17%
Financial Services Firm
13%
Government
8%
Manufacturing Company
8%
Computer Software Company
21%
Financial Services Firm
11%
Government
9%
Manufacturing Company
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.
816,406 professionals have used our research since 2012.