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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:
 

Customer Service

No sentiment score available
OpenText SMAX customer service has mixed reviews, needing improvement, but collaboration with Micro Focus enhances support quality.
Sentiment score
8.5
ServiceNow's support is praised for responsiveness but inconsistent with complexities; community aids, yet customization support needs improvement.
 

Room For Improvement

Sentiment score
3.7
SMAX needs better integrations, documentation, customization, and usability improvements, impacting efficiency and requiring extra consultancy without success.
Sentiment score
4.5
ServiceNow faces challenges with high costs, complex usability, limited support, and needs improvements in flexibility, integration, and documentation.
 

Scalability Issues

Sentiment score
7.8
OpenText SMAX supports around 1,000 users, ideal for medium to large enterprises, with shared portals for scalability.
Sentiment score
7.9
ServiceNow scales effectively, accommodating larger user bases, though cost and performance issues may require closer attention during implementation.
 

Setup Cost

No sentiment score available
OpenText SMAX offers flexible licensing options, perceived as cost-effective compared to competitors, with varied pricing based on needs.
No sentiment score available
ServiceNow's pricing is high, often per-user, with variable costs needing negotiation for better transparency and flexibility.
 

Stability Issues

Sentiment score
7.1
OpenText SMAX is recognized for high stability, with users rating it nine out of ten after resolving past issues.
Sentiment score
8.0
ServiceNow is highly stable and reliable, with minimal downtime and excellent performance, despite occasional minor issues.
 

Valuable Features

Sentiment score
8.4
OpenText SMAX enhances IT, IoT, HR, and finance with chatbots, analytics, easy configuration, and robust storage capabilities.
Sentiment score
8.4
ServiceNow provides flexible, customizable IT solutions with integration capabilities and intuitive design, enhancing workflows and departmental collaboration.
 

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
7.4
Number of Reviews
214
Ranking in other categories
Help Desk Software (1st), IT Asset Management (1st), Rapid Application Development Software (4th), No-Code Development Platforms (1st)
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of OpenText Service Management Automation X (SMAX) is 1.8%, up from 0.7% compared to the previous year. The mindshare of ServiceNow is 26.1%, down from 27.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Evgeniy Kolotilov - PeerSpot reviewer
Offers a range of tools for sales and configuration that can be used in banks and telecom companies
The deployment takes three months. In this process, customers need to allocate resources like networks, data storage, and images. They then need to decide which business functions they intend to use in production and perform some basic configurations. Custom documentation is prepared and provided for user renewals and administration. I would rate the experience of the initial setup a nine out of ten.
Fabio QUINTANILHA - PeerSpot reviewer
A stable and scalable solution that has excellent features and is useful for collecting data and building KPIs
As much as possible, we use the out-of-the-box features. We do very few customizations. We follow the schedule to refresh the versions when they come up. As an end-user, I am not happy with the scalability. We have to wait a long time to buy more capacity. It is not an issue with the tool. Our team must manage it better. ServiceNow is a powerful tool. As long as we have enough users, it works. Overall, I rate the tool an eight out of ten.
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Top Industries

By visitors reading reviews
Computer Software Company
21%
Financial Services Firm
11%
Government
9%
Manufacturing Company
9%
Educational Organization
25%
Computer Software Company
11%
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: October 2024.
816,406 professionals have used our research since 2012.