We performed a comparison between Clarity SM and OpenText Service Management Automation X (SMAX) based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"The in-service catalog is quite useful."
"Logging every action in Service Desk Manager (SDM)."
"We are benefiting by being able to put time to what our technicians are doing."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve."
"It's fairly easy to use, from a UI standpoint."
"This product has so many adjustment possibilities for many different clients."
"The tool is very easy to use."
"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."
"This is a cordless application that can be used throughout any organization."
"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 most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"The interface for the users is a bit old-fashioned and not user-friendly."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"If I had to choose, it would be more around the user interface than the mobile experience."
"They should enhance the service desk manager's service point function to be more customizable."
"There are some issues regarding the knowledge base and the configuration manager."
"The solution lacks sufficient documentation."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The contract management feature can be improved."
"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."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while OpenText Service Management Automation X (SMAX) is ranked 16th in IT Service Management (ITSM) with 5 reviews. Clarity SM is rated 7.8, while OpenText Service Management Automation X (SMAX) is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of OpenText Service Management Automation X (SMAX) writes "Offers a range of tools for sales and configuration that can be used in banks and telecom companies". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus and Ivanti Neurons for ITSM. See our Clarity SM vs. OpenText Service Management Automation X (SMAX) report.
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