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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:
 

Categories and Ranking

ManageEngine ServiceDesk Plus
Ranking in IT Service Management (ITSM)
3rd
Average Rating
8.0
Reviews Sentiment
7.3
Number of Reviews
67
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 April 2025, in the IT Service Management (ITSM) category, the mindshare of ManageEngine ServiceDesk Plus is 7.1%, down from 7.2% 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

Anil  Rao - PeerSpot reviewer
Improved problem-solving and has a user-friendly knowledge base
The primary benefit of ManageEngine ServiceDesk Plus is its ease of use. It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions. This simplicity makes it particularly suitable for less technical staff to use effectively. Additionally, its ability to interpret issues and offer solutions based on its knowledge base makes problem-solving faster. The deployment and use of all policies and user cases are seamless.
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

"It ensures the tracking of all costs for end-user issues."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"The ticketing function is very straightforward and easy to use."
"I like that ManageEngine ServiceDesk Plus has everything and can be integrated into a single product like SAP. It has also got operations, helpdesk, MDM, and everything integrated. Multiple products can be integrated into one product. You don't have to go for them separately. I also like that they have many partners in India who can come to the site and complete installations."
"It's stable."
"The most valuable feature is its ease of use."
"This solution has provided a way to manage request tracking and resolution."
"I rate the solution a ten out of ten for scalability."
"This is a cordless application that can be used throughout any organization."
"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."
"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."
"The tool is very easy to use."
 

Cons

"I think asset management took a hit recently."
"The licensing model should be more flexible."
"They could improve the screens."
"ManageEngine needs to improve its handling of large volumes, as it cannot manage transaction volumes as effectively as ServiceNow."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"ManageEngine ServiceDesk Plus could improve by making asset management better. The professional version has asset management but it should be available in the free version, it would help my organization."
"The service delivery could be improved."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The tool has negatively impacted our productivity."
"The solution lacks sufficient documentation."
"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 contract management feature can be improved."
 

Pricing and Cost Advice

"As compared to a lot of systems out there, it is more affordable."
"The only issue for us is the pricing, which is quite high in comparison with the competition."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"I am using the free edition of ManageEngine ServiceDesk Plus. There are different versions available, such as professional."
"The platform has good pricing."
"It is cheaper than the competitors."
"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."
"It is not an expensive solution."
"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
62%
Computer Software Company
8%
Financial Services Firm
5%
Government
3%
Computer Software Company
15%
Financial Services Firm
12%
Government
8%
Manufacturing Company
8%
 

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?
The costing for ManageEngine ServiceDesk Plus ( /products/manageengine-servicedesk-plus-reviews ) is very flexible and is considered low-priced. Automox ( /products/automox-reviews ), a competitor,...
What needs improvement with ManageEngine ServiceDesk Plus?
The GUI can be improved. In terms of functionality, the change management part could be improved significantly due to limitations in that area. For instance, when assigning a ticket to a person or ...
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: March 2025.
845,040 professionals have used our research since 2012.