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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

"Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"The most valuable features are the management tools."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"Simplicity is a key aspect. It is not hard to use."
"It's a good experience."
"The most valuable feature of Jira is that it is free of cost, which is a significant advantage."
"The initial setup is pretty easy."
"Auditing team uses this solution to track audit findings and follow-up."
"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 most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"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."
"The tool is very easy to use."
"This is a cordless application that can be used throughout any organization."
 

Cons

"One thing I would suggest is that before we create an epic, we mention the required stories in its description. Then AI could directly create those stories instead of doing it manually inside the table, so that integration can occur."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"I am not familiar if there's an integration with Visual Studio from Jira."
"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."
"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."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"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 product's connectivity with third-party products is an area of concern where improvements are required."
"The solution lacks sufficient documentation."
"The tool has negatively impacted our productivity."
"The contract management feature can be improved."
 

Pricing and Cost Advice

"Actually in Iran we don't have copyright or intellectual property, so we can use JIRA for free."
"The pricing is free for us because we are an associate partner for the product."
"I price of JIRA Service Management is reasonable."
"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 costs around $150 to $200 per user."
"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."
"It is one of the premium products on the market, but it is very costly, especially in the Indian market."
"Jira Service Management has affordable license fees. It's $12 a month per person."
"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%
Manufacturing Company
8%
Government
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: April 2025.
848,716 professionals have used our research since 2012.