OpenText Service Management Automation X (SMAX) vs OpenText Service Manager [EOL] comparison

OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 83% of OpenText Service Management Automation X (SMAX) users are willing to recommend the solution, compared to 79% of OpenText Service Manager [EOL] users who would recommend it.

OpenText Service Management...

Read 6 OpenText Service Management Automation X (SMAX) reviews

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410 Comparison Views

83% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

OpenText Service Management...

OpenText Service Manager [EOL]

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Executive Summary

We performed a comparison between OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, ManageEngine and others in IT Service Management (ITSM).

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2025).

Buyer's Guide

IT Service Management (ITSM)

March 2025

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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

OpenText Service Management...

Average Rating

7.6

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (16th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

Mourad Ali

ITSM Consultancy Head at a tech services company with 51-200 employees

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.

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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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Quotes from Members

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

Pros

"This is a cordless application that can be used throughout any organization."

"The product provides an interface for the end users to make requests."

"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 tool is very easy to use."

"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."

"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 helps to register things, to see the changing parts, and to correlate incidents."

"Service Manager gives us a single system where everything is centralized in one base."

"Its flexibility and ease of customization are its most valuable features."

"Service Manager does what it should, but it's quite outdated."

"It's easy to scale."

"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."

"The solution is simple to set up."

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

More OpenText Service Manager [EOL] pros

Cons

"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 contract management feature can be improved."

"The product's connectivity with third-party products is an area of concern where improvements are required."

"The tool has negatively impacted our productivity."

"The solution does not interface well with other products and is difficult to implement."

"I don't see anything lacking."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"Pure cloud-based native functionality is lacking."

"Service Manager would be improved with access to automation."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"Their end-user interface and technical support features could be improved."

"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"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."

"HP Service Manager has moderate pricing."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"The license is not cheap."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

12%

Manufacturing Company

Government

Computer Software Company

25%

Manufacturing Company

16%

Financial Services Firm

15%

Government

10%

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What do you like most about Micro Focus Service Management Automation X (SMAX)?

The tool is very easy to use.

See all answers

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.

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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...

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What do you like most about Micro Focus Service Manager?

The initial setup is easy.

See all answers

What needs improvement with Micro Focus Service Manager?

The product's technical support services need improvement.

See all answers

What is your primary use case for Micro Focus Service Manager?

We use the product for infrastructure, profile, and incident management.

See all answers

Comparisons

ServiceNow vs OpenText Service Management Automation X (SMAX)

Compared 35% of the time

JIRA Service Management vs OpenText Service Management Automation X (SMAX)

Compared 32% of the time

BMC Helix ITSM vs OpenText Service Management Automation X (SMAX)

Compared 22% of the time

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

Compared 11% of the time

More OpenText Service Management Automation X (SMAX) Competitors

ServiceNow vs OpenText Service Manager [EOL]

Compared 100% of the time

More OpenText Service Manager [EOL] Competitors

Product Reports

Buyer's Guide

IT Service Management (ITSM)

March 2025

OpenText Service Management Automation X (SMAX) report

Download OpenText Service Management Automation X (SMAX) product report

Buyer's Guide

OpenText Service Manager [EOL]

March 2025

Download OpenText Service Manager [EOL] product report

Also Known As

OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

OpenText

Demo not available

OpenText

Overview

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.

OpenText

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).

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Buyer's Guide

IT Service Management (ITSM)

March 2025

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