OpenText Service Management (SMAX) pros and cons

Name: OpenText Service Management (SMAX)
Brand: OpenText
Rating: 3.9 (8 reviews)

Vendor: OpenText

3.9 out of 5

8 reviews
87% willing to recommend

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Pros & Cons summary

OpenText Service Management Automation X is recognized for its user-friendly, adaptable interface but suffers from a complicated setup with insufficient documentation. Suitable for sectors including IT and HR, SMAX offers sales and configuration tools supported by topic analytics and AI-driven chatbots. Although its virtual chatbot enhances customer support, issues remain with contract management, third-party connectivity, and challenging reporting functions.

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Prominent pros & cons

PROS

OpenText Service Management Automation X is user-friendly, easy to configure, and adaptable.

This cordless application is suitable across various organizational sectors, including IT and HR.

It provides a suite of tools for sales and configuration, acting as a business process improvement platform.

Topic analytics and natural language processing enhance incident and problem management.

A virtual chatbot with natural language capabilities improves customer support interactions.

CONS

Initial setup of Micro Focus Service Management Automation X is complicated.

Lacks sufficient documentation.

Contract management feature can be improved.

Connectivity with third-party products is an area of concern.

Reporting functionality is not easy to use.

OpenText Service Management (SMAX) Pros review quotes

Nuno Carvalho

Senior Consultant at Timestamp:itm

Mar 31, 2022

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

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Jelson-Ghigonetto

Senior Solution Architect at Grupo Cimcorp

Nov 8, 2022

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

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Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

Sep 28, 2023

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.

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IT Service Management (ITSM)

December 2025

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Ioannis Panagiotou

Commercial Director at LeanIT Limited

Jan 3, 2024

The tool is very easy to use.

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reviewer2506392

Project Manager at a healthcare company with 1,001-5,000 employees

Jun 20, 2024

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

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reviewer1880313

Information Security & IT Governance Manager at a insurance company with 10,001+ employees

Aug 22, 2025

The customization features are quite good, and we have a very good local vendor helping us in this regard.

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HiteshKumar

Technical Lead at Bharti AXA Life Insurance

Nov 26, 2025

OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR.

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OpenText Service Management (SMAX) Cons review quotes

Nuno Carvalho

Senior Consultant at Timestamp:itm

Mar 31, 2022

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.

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Jelson-Ghigonetto

Senior Solution Architect at Grupo Cimcorp

Nov 8, 2022

The solution lacks sufficient documentation.

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Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

Sep 28, 2023

The contract management feature can be improved.

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Buyer's Guide