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ManageEngine ServiceDesk Plus vs OpenText Service Management Automation X (SMAX) comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Number of Reviews
63
Ranking in other categories
Help Desk Software (3rd)
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 ManageEngine ServiceDesk Plus is 7.4%, down from 7.8% 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

CarlosPerez7 - PeerSpot reviewer
Mar 15, 2023
Easy to configure and affordable compared to other software options
In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems One of the most valuable features of Service Desk Plus…
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

"The strength is its pricing. It is easy to use."
"I like the catalog features and workflow. I also like the knowledge space."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"ManageEngine provides additional modules that we can integrate in the future."
"ServiceDesk Plus stands out due to its ease of implementation."
"Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances."
"The self-service portal enhances our company's user experience."
"ServiceDesk Plus improved the turnaround time for asset allocation and the employee onboarding process."
"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."
"The product provides an interface for the end users to make requests."
"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 tool is very easy to use."
 

Cons

"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The UI for the app needs improvement."
"Offers very limited customizations."
"I would like to improve the task management module and analytics."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"The solution has all the features, but it is not clear. The UI and UX need to be improved because it is not easy to configure on the go."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The contract management feature can be improved."
"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 solution lacks sufficient documentation."
"The tool has negatively impacted our productivity."
 

Pricing and Cost Advice

"Pricing can always be improved and made more affordable."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"ManageEngine ServiceDesk Plus is much cheaper than many of its competitors. We pay about nine dollars per agent and one dollar per device. There are no hidden costs."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"The tool's price is okay and in line with other products, maybe even cheaper than some products."
"The price of the solution is low. However, it still could be less expensive."
"Cost-wise, we're quite happy."
"The solution is somewhat cheaper than the competitors."
"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."
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Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
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 ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
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

No data available
OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)
 

Interactive Demo

Demo not available
 

Overview

 

Sample Customers

Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
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 ManageEngine ServiceDesk Plus vs. OpenText Service Management Automation X (SMAX) and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.