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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

Review summaries and opinions

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

Categories and Ranking

JIRA Service Management
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
86
Ranking in other categories
Help Desk Software (2nd)
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 April 2025, in the IT Service Management (ITSM) category, the mindshare of JIRA Service Management is 10.2%, down from 12.2% compared to the previous year. The mindshare of OpenText Service Management Automation X (SMAX) is 2.1%, up from 1.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
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

"The customer portal allows users to register tickets themselves."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"This is a flexible tool for logging and tracking issues efficiently."
"It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements."
"Simplicity is a key aspect. It is not hard to use."
"The most valuable features of this solution are Incident and Request Management."
"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The dashboards in Jira have been the most useful feature."
"The product provides an interface for the end users to make requests."
"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."
"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."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The tool is very easy to use."
 

Cons

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"They need to work on the speed of Jira."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"I feel that Atlassian isn't really interested in fixing everything because if they did, the partners that are developing the fixes and features would not have a place in the market."
"The initial setup is very complex."
"Field addition and removal features are not very intuitive in JIRA Service Management."
"JIRA Service could benefit from improvements to its voice support."
"The solution lacks sufficient documentation."
"The contract management feature can be improved."
"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 tool has negatively impacted our productivity."
 

Pricing and Cost Advice

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."
"It's not really expensive, especially when you compare to ServiceNow or other solutions, and it's not expensive to maintain."
"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."
"The pricing is very competitive and I think that it is okay."
"The pricing is free for us because we are an associate partner for the product."
"JIRA Service Management's pricing is pretty decent compared to competitors. I rate the pricing an eight to nine on a scale of one to ten."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"I would rate the pricing a seven out of ten, where one is low price, and ten is high price. It's competitively priced."
"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
19%
Financial Services Firm
10%
Manufacturing Company
8%
Government
7%
Computer Software Company
15%
Financial Services Firm
12%
Government
8%
Manufacturing Company
8%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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: March 2025.
845,040 professionals have used our research since 2012.