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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382 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: November 2024).

Buyer's Guide

IT Service Management (ITSM)

November 2024

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Helped 825,399 peers since 2012

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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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

"It can adapt to any process in the organization."

"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."

"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"Sometimes, customization is simple. The version we are using now has a nice interface."

"It's pretty well-structured in modules."

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

"The initial setup is easy."

"We can have all our requests and incidents registered in one system."

More OpenText Service Manager [EOL] pros

Cons

"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 tool has negatively impacted our productivity."

"The solution lacks sufficient documentation."

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

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

"Customization can be difficult at times because scripting is often required."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

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

"The product's technical support services need improvement."

"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."

"Pure cloud-based native functionality is lacking."

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

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"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."

"The solution is somewhat cheaper than the competitors."

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

"HP Service Manager has moderate pricing."

"The license is not cheap."

"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."

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825,399 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

21%

Financial Services Firm

11%

Government

Manufacturing Company

Computer Software Company

22%

Financial Services Firm

17%

Manufacturing Company

14%

Government

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.

See all answers

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...

See all answers

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

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

Compared 47% of the time

ServiceNow vs OpenText Service Management Automation X (SMAX)

Compared 22% of the time

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

Compared 17% of the time

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

Compared 14% 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)

November 2024

OpenText Service Management Automation X (SMAX) report

Download OpenText Service Management Automation X (SMAX) product report

Buyer's Guide

OpenText Service Manager [EOL]

December 2024

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

Learn More

OpenText

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.

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

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)

November 2024

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