JIRA Service Management and OpenText Service Management (SMAX) both compete in the IT service management domain. JIRA appears to have the upper hand due to its favorable pricing and support options, while SMAX offers advanced features that justify its higher cost.
Features: JIRA Service Management provides customizable workflows, seamless integration, and flexible collaboration through its ecosystem. OpenText SMAX offers intelligent automation, machine learning capabilities, and efficient incident management.
Room for Improvement: JIRA could benefit from enhancing its intelligent automation features and providing more advanced machine learning options. SMAX might improve its user interface simplicity, deployment speed, and upfront cost-effectiveness.
Ease of Deployment and Customer Service: JIRA Service Management features an easy SaaS deployment, supported by extensive documentation and a broad support network. OpenText SMAX provides versatile deployment options, either on-premise or cloud-based, though its setup is initially more complex yet complemented by strong onboarding support.
Pricing and ROI: JIRA Service Management offers more accessible pricing with lower upfront costs, leading to quicker returns. OpenText SMAX requires higher initial investments yet delivers significant long-term value through its advanced features and strong ROI.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 8.8% |
| OpenText Service Management (SMAX) | 2.3% |
| Other | 88.9% |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 23 |
| Large Enterprise | 33 |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 1 |
| Large Enterprise | 3 |
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
OpenText Service Management Automation X delivers efficient service management automation with user-friendly configurability across IT, IoT, HR, and finance sectors. It enhances business processes through integrated incident management and natural language processing with virtual chatbots.
OpenText SMAX blends user-friendly design with broad language support and robust storage. It enables organizations to deploy in both on-premise and cloud environments using Kubernetes. SMAX excels in business process improvement, incident management, and uses intelligent agents for autonomous alerts and issue resolution. However, it requires enhancements in integration capabilities and documentation, third-party product connectivity, and contract management. Users face challenges with process automation and search functionality, demanding greater customization and flexibility.
What are the key features of OpenText SMAX?Banks and telecom companies primarily employ OpenText SMAX for service management automation, leveraging its ESM and ITSM capabilities. Deployed on-premise and via cloud, organizations in regions such as Saudi Arabia focus on integrations and upgrades, using SMAX as an end-user portal for incident management.
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