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OpenText Service Management Automation X (SMAX) vs ServiceNow 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

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
ServiceNow
Ranking in IT Service Management (ITSM)
1st
Average Rating
8.4
Reviews Sentiment
6.9
Number of Reviews
216
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), Rapid Application Development Software (2nd), No-Code Development Platforms (1st)
 

Mindshare comparison

As of April 2025, in the IT Service Management (ITSM) category, the mindshare of OpenText Service Management Automation X (SMAX) is 2.1%, up from 1.1% compared to the previous year. The mindshare of ServiceNow is 24.2%, down from 27.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

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.
Somnath Kand - PeerSpot reviewer
Custom integration and reporting lead to efficient ticket management
There is a need for bug or error tracking in ServiceNow. Although there are child incidents or tickets, tracking primary issues or bugs within enhancements is not present. The reporting features in the new portal could be more user-friendly. While it provides options to minimize chart and image sizes, actual implementation doesn't always reflect these changes.

Quotes from Members

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

Pros

"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."
"This is a cordless application that can be used throughout any organization."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The tool is very easy to use."
"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."
"One feature of ServiceNow that is important is the workflow engine. From my perspective [as a consultant] the power to be able to structure processes, represent workforce management for organizations, and the visibility provided by the reporting are additional top features."
"Straightforward tool."
"It's great for keeping everyone informed in the company - not just IT. Everyone becomes aware of change requests and incidents so the entire company is on the same page."
"Consolidating multiple functionalities into a single platform reduces the need to invest in various separate solutions. ServiceNow integrates ITSM, CMDB, Discovery modules, and more into one cohesive system."
"It provides internal clients with greater transparency about their projects and deliverables."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"I like the reporting aspect of it. It helps us know where we stand regarding the types of issues we're receiving... It also shows us trends. That enables us to possibly predict an issue that might come up in the future as well as what is happening right now. We will like that feature. With it, we can either avoid certain issues or know where we need to focus more regarding the service we provide."
 

Cons

"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 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 solution lacks sufficient documentation."
"Very expensive."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The solution could improve by being more stable."
"The technical support SLA can be improved because sometimes they take a long time to answer our queries."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"It became kind of complex to set it up without a general lack of knowledge of the particular feature-function capabilities. Features and capabilities could have been explained better to the end-users."
"The visuals are the one area where there is opportunity for improvement."
"They need to be providing vendors and implementation partners with materials and guidance on implementation."
 

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."
"The setup cost is high compared to others, especially when the scope is not fixed."
"Certainly, from a product-platform perspective, the price is not too bad."
"It has a higher cost compared to local/regional solutions."
"The pricing is reasonable and affordable, making it suitable for businesses ranging from small to large scale."
"The license model is based on a number of fulfillers (active users who play some role within the ServiceNow functionality). Therefore, you can serve as many end-users as you want, without additional costs."
"The mandatory minimum is US$ 20,000 for licensing."
"They could be more competitive with their licensing."
"The pricing is on the high side, but if you look at the stability and option to work, it's kind of justified."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Government
8%
Manufacturing Company
8%
Educational Organization
28%
Computer Software Company
10%
Financial Services Firm
10%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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...
Which solution is better for developing non-ITSM applications: OutSystems or Service Now?
The short answer is that OutSystems is far better for 2 main reasons. Firstly, with Service Now you are locked into that platform for good. The business model is to lock in and then keep pumping th...
Would you choose ServiceNow over Microsoft PowerApps?
Hi Netanya, I will choose ServiceNow because ServiceNow is a very good tool compared to Microsoft PowerApp. Because ServiceNow has a very strong module (Performance Analysis) reporting which will ...
What do you like most about ServiceNow?
The solution has a user-friendly interface.
 

Also Known As

OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)
No data available
 

Interactive Demo

Demo not available
 

Overview

 

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).
AAA, AstraZeneca, Becton, Dickinson and Company, Broadcom, Christus Health, Epicor, Equinix, GE Capital, Intuit, KPMG, Loyola Marymount University, OshKosh, Quantas, RedHat, Royal Bank of Scotland, Swiss Re, U.S. Department of Energy, Safeway, Yale University, and Zillow    
Find out what your peers are saying about OpenText Service Management Automation X (SMAX) vs. ServiceNow and other solutions. Updated: March 2025.
842,767 professionals have used our research since 2012.