OpenText Service Management (SMAX) pros and cons

3.8 out of 5

7 reviews
85% willing to recommend

Pros & Cons summary

OpenText Service Management (SMAX) is user-friendly with a range of tools for sales and configuration, featuring advanced analytics and natural language processing for incident management. A virtual chatbot enhances support, but initial setup and inadequate documentation pose challenges. Customization is supported by local vendors, though connectivity with third-party products and contract management require improvement. Reporting functionality is also difficult to use, affecting user experience. SMAX continues to evolve to meet business needs.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Get the category report

Prominent pros & cons

PROS

OpenText Service Management Automation X acts as a business process improvement platform suitable for various lines of business operations.

It provides valuable features such as topic analytics for incident and problem management.

This platform includes natural language processing for analyzing technical descriptions.

It features a virtual chatbot capable of processing natural language to interact effectively with end users.

The most valuable attributes of OpenText Service Management Automation X include user-friendly adaptability and ease of configuration.

CONS

Initial setup is complicated, but configuration is straightforward after setup.

Lacks sufficient documentation.

Contract management feature requires improvement.

Connectivity with third-party products needs enhancement.

Reporting functionality is not easy to use.

OpenText Service Management (SMAX) Pros review quotes

Mourad Ali

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

Apr 17, 2024

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.

Read full review

Ioannis Panagiotou

Commercial Director at LeanIT Limited

Jan 3, 2024

The tool is very easy to use.

Read full review

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.

Read full review

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Free Report

Find out what your peers are saying about OpenText, Atlassian, ServiceNow and others in IT Service Management (ITSM). Updated: September 2025.

DOWNLOAD NOW

867,497 professionals have used our research since 2012.

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.

Read full review

Jelson-Ghigonetto

Senior Solution Architect at Grupo Cimcorp

Nov 8, 2022

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

Read full review

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.

Read full review

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.

Read full review

OpenText Service Management (SMAX) Cons review quotes

Ioannis Panagiotou

Commercial Director at LeanIT Limited

Jan 3, 2024

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

Read full review

reviewer1880313

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

Aug 22, 2025

The reporting functionality is not the best as it is not easy to use.

Read full review

reviewer2506392

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

Jun 20, 2024

The tool has negatively impacted our productivity.

Read full review

Buyer's Guide

IT Service Management (ITSM)

September 2025

Download Free Report

Find out what your peers are saying about OpenText, Atlassian, ServiceNow and others in IT Service Management (ITSM). Updated: September 2025.

DOWNLOAD NOW

867,497 professionals have used our research since 2012.

Jelson-Ghigonetto

Senior Solution Architect at Grupo Cimcorp

Nov 8, 2022

The solution lacks sufficient documentation.

Read full review

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.

Read full review

Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

Sep 28, 2023

The contract management feature can be improved.

Read full review