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Ivanti Neurons for 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

No sentiment score available
Ivanti Neurons for ITSM customer support is generally responsive, but some users experience delays and additional cost concerns.
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
4.9
Ivanti Neurons for ITSM needs better integration, simplified UI, improved patching, flexible user permissions, and enhanced support and documentation.
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
Ivanti Neurons for ITSM is highly scalable, supporting diverse user bases and integrating seamlessly with other Ivanti solutions.
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
Ivanti Neurons for ITSM's annual per-user costs can be high, challenging small businesses with additional licensing and service fees.
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
7.0
Ivanti Neurons for ITSM is deemed reliable, though some users report minor access and performance issues under specific conditions.
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
8.6
Ivanti Neurons for ITSM offers customizable workflows, automation, and AI features, excelling in incident management and cost-effectiveness.
Sentiment score
8.4
OpenText SMAX enhances IT, IoT, HR, and finance with chatbots, analytics, easy configuration, and robust storage capabilities.
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in IT Service Management (ITSM)
10th
Average Rating
8.2
Reviews Sentiment
7.0
Number of Reviews
15
Ranking in other categories
Help Desk Software (13th)
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 Ivanti Neurons for ITSM is 2.0%, up from 1.6% 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

Sanjay Mukhopadhyay - PeerSpot reviewer
The solution comes with a host of features for hyper-automation
The initial setup is a mix of complex and straightforward because it depends on which modules you are implementing for ITSM. There are a lot of complex workflows and SLAs around the workflow. We have to configure much more complex things than just Patch Management and Endpoint. For example, it might not take even two weeks to roll out APM for 10,000 assets, but it will take three months to roll out ITSM for 10,000 assets and an equal number of users. That's because the modules you were implementing require much more knowledge, and there are a lot of complexities and nitty-gritties inside the tool which need to be understood. ITSM skill sets are in demand because reaching an L3 certification is not easy. We have those certified skill sets. That's why we're able to roll out at a fast pace. With standard documentation available, it's very clear for a certified resource to understand step-wise implementation. For every step, there is a "build and test" approach. It's a continuous integration. You follow this process, so you don't suddenly realize there are many issues at the end of setup. You have to keep testing each module and process as you roll out. It's not complex, but you need to know the product.
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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Top Industries

By visitors reading reviews
Government
16%
Computer Software Company
12%
Financial Services Firm
10%
Healthcare Company
9%
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 Ivanti Neurons for ITSM?
I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.
What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?
The price is on the higher side. The support is included in the standard licensing fees.
What needs improvement with Ivanti Neurons for ITSM?
They could provide product integration with popular platforms like WhatsApp for customer communication and enhancing software asset management capabilities.
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

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

Learn More

Video not available
 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern 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 Ivanti Neurons for ITSM vs. OpenText Service Management Automation X (SMAX) and other solutions. Updated: October 2024.
816,406 professionals have used our research since 2012.