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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

Review summaries and opinions

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

Customer Service

Sentiment score
7.0
ManageEngine ServiceDesk Plus's support experiences vary, with mixed reviews on responsiveness, expertise, and availability, especially for non-premium users.
No sentiment score available
OpenText SMAX customer service has mixed reviews, needing improvement, but collaboration with Micro Focus enhances support quality.
 

Room For Improvement

Sentiment score
4.6
Users seek better customization, integration, reporting, and user interface in ManageEngine ServiceDesk Plus, especially for asset and change management.
Sentiment score
3.7
SMAX needs better integrations, documentation, customization, and usability improvements, impacting efficiency and requiring extra consultancy without success.
It would be beneficial to have an option to assign approvals to a user group or a variable.
 

Scalability Issues

Sentiment score
8.1
ManageEngine ServiceDesk Plus is scalable for enterprises but may face performance issues in larger deployments with over 5,000 users.
Sentiment score
7.8
OpenText SMAX supports around 1,000 users, ideal for medium to large enterprises, with shared portals for scalability.
 

Setup Cost

Sentiment score
7.7
ManageEngine ServiceDesk Plus offers cost-effective licensing options, appealing for budget-conscious enterprises, often cheaper than competitors like ServiceNow.
No sentiment score available
OpenText SMAX offers flexible licensing options, perceived as cost-effective compared to competitors, with varied pricing based on needs.
 

Stability Issues

Sentiment score
8.3
ManageEngine ServiceDesk Plus is stable, reliable, and frequently updated, with only minor, promptly resolved issues reported by users.
Sentiment score
7.1
OpenText SMAX is recognized for high stability, with users rating it nine out of ten after resolving past issues.
We have not faced any stability issues or challenges with this tool.
 

Valuable Features

Sentiment score
7.8
ManageEngine ServiceDesk Plus provides scalable, user-friendly service management with ITIL integration, robust customizations, and efficient asset management at cost-effective pricing.
Sentiment score
8.4
OpenText SMAX enhances IT, IoT, HR, and finance with chatbots, analytics, easy configuration, and robust storage capabilities.
The automation capabilities are good, with the workflow being an integral part of it.
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Reviews Sentiment
7.4
Number of Reviews
64
Ranking in other categories
Help Desk Software (3rd)
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 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
Easy to configure and affordable compared to other software options
I think asset management took a hit recently. They changed the way they do it by moving it to their patch management software, which no longer supports an agent installed on the computers. In my opinion, this was a step backward for them, as I didn't need the patch management but rather the agents and remote capabilities that the agent brought without the additional costs and overhead. It still works via script running on the computer, but that's not the same as being able to install it and have it run or send a live feed.
Evgeniy Kolotilov - PeerSpot reviewer
Offers a range of tools for sales and configuration that can be used in banks and telecom companies
The deployment takes three months. In this process, customers need to allocate resources like networks, data storage, and images. They then need to decide which business functions they intend to use in production and perform some basic configurations. Custom documentation is prepared and provided for user renewals and administration. I would rate the experience of the initial setup a nine out of ten.
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816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
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 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.
816,406 professionals have used our research since 2012.