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JIRA Service Management vs OpenText Service Management Automation X (SMAX) comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

JIRA Service Management
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
81
Ranking in other categories
Help Desk Software (2nd)
OpenText Service Management...
Ranking in IT Service Management (ITSM)
17th
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 December 2024, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 11.7%, down from 12.1% compared to the previous year. The mindshare of OpenText Service Management Automation X (SMAX) is 2.0%, up from 0.8% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Shambuling-Doni - PeerSpot reviewer
Easy to use, offers good stability and visibility for operational efficiency
The search function could be improved. We have to search a certain way. There is no generic search, it is more object-oriented search. The interface could also be more user-friendly. So, the interface and search could be improved. Additionally, I would like to see more accessibility. It would also be great if there was a Jira mobile app.
Mourad Ali - PeerSpot reviewer
Offers topic analytics for incident and problem management
The only challenge with Azure customers is when they have a specific requirement that is not available out of the box and is inflexible to adjust. Sometimes, customers have tough requirements that are not flexible enough to be adjusted, even if SMAX can provide a better alternative. They need this specific feature. This challenge is common with SMAX, BMC, ServiceNow, IBM, or other similar tools. When working with enterprise tools that are not developed in-house, I don't have access to the source code and am limited to the features and capabilities provided by the leading vendors. So, this challenge is common across SMAX, BMC, and ServiceNow. The solution could have more customization flexibility.

Quotes from Members

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

Pros

"It scales well."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The centralized feature allows us to track test cases and integrate with automation and bug fixing."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The automations will really help the company by delegating work the way your company operates."
"The visibility features are great."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"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."
"The product provides an interface for the end users to make requests."
"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."
 

Cons

"The solution should be more formalized. It could be more user-friendly."
"They need to work on the speed of Jira."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"The product does not have the capability to sort queued tickets by product. This would be useful in making workflows more efficient."
"Usability needs improvement. To configure it, you need to be well versed in Jira administration. It's not very intuitive."
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"There is room for improvement in the user interface and the queues."
"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."
"The contract management feature can be improved."
"The solution lacks sufficient documentation."
"The tool has negatively impacted our productivity."
 

Pricing and Cost Advice

"The price of JIRA Service Management could be reduced."
"I would suggest to always buy licenses through an Atlassian partner, so you can also rely on their expertise."
"The price of the solution is becoming expensive and it should be reduced."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"On a scale of one to five, with one being really high and five being good, I would rate the price of this solution as a four."
"We have an annual license with JIRA Service Management, but it is billed monthly."
"It is a cheaply priced product."
"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"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
Computer Software Company
20%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
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 JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
We used Jira's free version for some time, and we used it as an offline service without communicating with the Jira team regarding the license.
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

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

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
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 JIRA Service Management vs. OpenText Service Management Automation X (SMAX) and other solutions. Updated: December 2024.
824,053 professionals have used our research since 2012.