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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
 

Categories and Ranking

Ivanti Neurons for ITSM
Ranking in IT Service Management (ITSM)
10th
Average Rating
8.2
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
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
Jul 14, 2023
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
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

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"Overall, the platform, in its abilities, is really powerful, especially now with AI as a part of hyper-automation."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The integrations are quite simple and clear."
"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."
"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 tool is very easy to use."
"The product provides an interface for the end users to make requests."
"This is a cordless application that can be used throughout any organization."
 

Cons

"The user interface must be made simpler and more effective."
"There is room for improvement in terms of response time. The support team takes a long time to respond."
"There's a lack of integration with other products. This needs to be improved."
"Support needs improvement in terms of responsiveness and timeliness."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"The tool has negatively impacted our productivity."
"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 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

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."
"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."
"The price is on the higher side. The support is included in the standard licensing fees."
"The product is affordable for small businesses."
"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."
"The solution is somewhat cheaper than the competitors."
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Top Industries

By visitors reading reviews
Government
15%
Computer Software Company
12%
Healthcare Company
10%
Financial Services Firm
9%
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 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.
814,649 professionals have used our research since 2012.