OpenText Service Management Automation X (SMAX) Reviews

Name: OpenText Service Management Automation X (SMAX)
Brand: OpenText
Rating: 3.8 (6 reviews)

3.8 out of 5

6 reviews
83% willing to recommend

What is OpenText Service Management Automation X (SMAX)?

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.

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OpenText Service Management Automation X (SMAX) is the #16 ranked solution in top IT Service Management (ITSM) solutions. PeerSpot users give OpenText Service Management Automation X (SMAX) an average rating of 7.6 out of 10. OpenText Service Management Automation X (SMAX) is most commonly compared to ServiceNow: OpenText Service Management Automation X (SMAX) vs ServiceNow. OpenText Service Management Automation X (SMAX) is popular among the large enterprise segment, accounting for 64% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 20% of all views.

Buyer's Guide

IT Service Management (ITSM)

February 2025

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Featured reviews

Mourad Ali

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

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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Evgeniy Kolotilov

Managing Director at Intracom Telecom Ukraine

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.

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Jelson-Ghigonetto

Senior Solution Architect at Grupo Cimcorp

SMAX lacks in integrations as well as written documentation. There is a portal in the Micro Focus site for SMAX which is very complete but in some cases, there's not enough detail provided. For example, if I need to integrate SMAX with Teams from Microsoft, it's documented and possible, but sometimes sufficient detail is lacking.

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OpenText Service Management Automation X (SMAX) mindshare

As of February 2025, the mindshare of OpenText Service Management Automation X (SMAX) in the IT Service Management (ITSM) category stands at 2.1%, up from 1.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

IT Service Management (ITSM)

Key learnings from peers

Valuable Features

OpenText Service Management Automation X offers valuable features including user-friendliness, adaptability, and easy configuration. It provides a cordless application usable across different departments, supports over 100 languages, and includes topic analytics and virtual chatbots for incident management. The platform enhances business operations with tools for sales and configuration and excels in natural language processing for improved user interaction. It facilitates automation and orchestration, making it highly effective in various scenarios like logistics and employee management.

"The product provides an interface for the end users to make requests."
"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."
"The tool is very easy to use."

Room for Improvement

OpenText Service Management Automation X requires enhancements in integration capabilities and detailed documentation. Users report challenges with contract management and connectivity with third-party software, desiring more out-of-the-box connectors. There's a need for improved customization flexibility, particularly for Azure users. Process automation impacts efficiency and navigation is difficult, leading to decreased productivity. The search functionality often yields irrelevant results, and workflow setup can be cumbersome, causing dissatisfaction among customers seeking alternatives.

"The tool has negatively impacted our productivity."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The contract management feature can be improved."

Pricing

OpenText Service Management Automation X pricing varies based on configuration and user requirements. Licenses are available as regular or concurrency, with options for named or floating. While floating licenses cost more, they allow broader access. Annual and permanent licenses are available, with subscription licenses being more affordable. Pricing for OpenText considers IT users, not end users, and offers cost benefits over some competitors. More discounts could enhance market availability, yet companies report successful implementations.

"The solution is somewhat cheaper than the competitors."
"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."

Popular Use Cases

Organizations utilize OpenText Service Management Automation X (SMAX) on-premise and in the cloud via Kubernetes for service management in sectors such as banking and telecommunications. They benefit from its automatic intelligent agent for problem-solving. SMAX is used for end-user portals, incident management, and informational requests. Customers in regions like Saudi Arabia are upgrading and integrating it with other tools, addressing enterprise service management (ESM) and IT service management (ITSM) needs.

Service and Support

Micro Focus Service Management Automation X (SMAX) first-level assistance is noted as subpar, prompting users to conduct their own diagnostics. Escalations to second-level assistance can be delayed, attributed to internal processes. However, partnerships with Micro Focus are strong, meeting user needs effectively. Responses from the technical team have been successful and are improving, leading to a favorable rating of eight out of ten.

Deployment

OpenText Service Management Automation X (SMAX) initial setup is complex but manageable with appropriate resources allocated such as networks, data storage, and images. During the three-month deployment, users perform basic configurations and determine business functions for production. Custom documentation supports renewals and administration. Users rate the experience highly, emphasizing the complexity is suitable for their business needs, with SMAX being easy to implement on both cloud and on-premises.

Scalability

OpenText Service Management Automation X (SMAX) is noted for its scalability, with various IT, service, and management teams in larger enterprises utilizing it widely. Multiple users in different organizations implement it due to its extensive capabilities. While it's recommended for medium to large enterprises, its cost may not suit smaller businesses. Clients often have multiple users sharing the portal, indicating flexibility. Performance ratings from users tend to be high, reflecting effective scaling in diverse environments.

Stability

OpenText Service Management Automation X (SMAX) is highly stable and dependable according to users. They rate it nine out of ten for its stability. However, some encountered significant instability and downtime previously lasting two years. This issue has been resolved, and current sentiments reflect satisfaction with its performance. Stability is a key attribute, with most users expressing confidence in its consistent operation. Complaints about past problems are minimal and seem to be addressed effectively.

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our IT Service Management (ITSM) Buyer's Guide for additional reliable information.

Top industries

By visitors reading reviews

Computer Software Company

20%

Financial Services Firm

12%

Government

Manufacturing Company

Healthcare Company

Non Profit

Media Company

Retailer

Educational Organization

Comms Service Provider

Insurance Company

Energy/Utilities Company

University

Hospitality Company

Recreational Facilities/Services Company

Real Estate/Law Firm

Transportation Company

Consumer Goods Company

Aerospace/Defense Firm

Construction Company

Wholesaler/Distributor

Engineering Company

Logistics Company

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Learn more about OpenText Service Management Automation X (SMAX)

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.

OpenText Service Management Automation X (SMAX) was previously known as OpenText Service Manager, Micro Focus Service Management Automation X (SMAX).

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OpenText Service Management Automation X (SMAX) 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).