ManageEngine ServiceDesk Plus and OpenText SMAX compete in the IT service management domain. OpenText SMAX seems to have the upper hand due to its superior features, appealing to organizations prioritizing advanced functionalities.
Features: ManageEngine ServiceDesk Plus offers a comprehensive ticketing system, customizable dashboards, and effective asset management, suited for small to mid-sized organizations. OpenText SMAX is distinguished by its extensive automation capabilities, flexible AI-driven services, and robust analytics, catering to enterprises aiming for high-level service optimization.
Room for Improvement: ManageEngine ServiceDesk Plus could enhance its integration options, improve scalability for larger enterprises, and refine its reporting capabilities. OpenText SMAX might benefit from simplifying its deployment process, expanding customer support availability, and reducing setup complexities for smaller organizations.
Ease of Deployment and Customer Service: ManageEngine ServiceDesk Plus is known for its quick deployment and reliable support team, facilitating an efficient onboarding process. OpenText SMAX, despite a complex deployment, is supported by a highly skilled customer service team that expertly assists organizations through the transition, benefiting companies with adequate resources.
Pricing and ROI: ManageEngine ServiceDesk Plus attracts businesses seeking budget-friendly solutions with consistent ROI due to lower initial setup costs. OpenText SMAX, albeit with higher setup costs, provides long-term value through advanced features and automation potential, often resulting in a compelling ROI for organizations investing in comprehensive service management workflows.
It would be beneficial to have an option to assign approvals to a user group or a variable.
We have not faced any stability issues or challenges with this tool.
The automation capabilities are good, with the workflow being an integral part of it.
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.
OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.
OpenText SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money.
SMAX has a flexible and transparent pricing model that lets you change license allocations or add capabilities without costly surprises. Pricing starts at $79 per agent per month for a full range of processes and features that include a service portal, mobile app, AI, analytics, federated CMDB, ITSM, ESM, discovery, and orchestration. Visit the OpenText ITSM SaaS pricing page for details.
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