We are still working with OpenText and Splunk. I remember that Splunk is now with what Cisco AppDynamics bought. We are implementers; we work with other partners for Splunk, and for OpenText, we are partners with them. OpenText Service Management (SMAX) is evolving in addressing the needs across different sectors like IT or HR. Each year, with about four versions released, we see a step forward in implementing more capabilities to allow OpenText Service Management (SMAX) to address other departments like human resources, legal, and so on, and because of the flexibility and ease of configuration, it's been pretty easy to expand OpenText Service Management (SMAX) to those departments and address their requirements. As partners, we do not usually see pricing as a big handicap to place OpenText Service Management (SMAX) with our customers, especially compared with more expensive competitors like ServiceNow. It's a very straightforward pricing model, and I believe that is a big advantage because customers know exactly how much they are going to pay. In terms of pricing, it's difficult for me to say it's cheap or not because it depends on the value it adds to the customer. Even a pricier tag in a solution can be considered cheap if it provides enough value to the customer. So, while it's difficult to assess exactly, I believe OpenText Service Management (SMAX) is competitive considering the competition and other products. OpenText Service Management (SMAX) is not the best solution in all components; it has some capabilities that are clearly the best in the market, but in others, it has a lot of room to improve compared to other solutions. In some aspects, I believe it's very good, in other aspects, it has the same level as the best in the market, and in some, there is room to improve. It's a mix because these are usually very modular tools that need to improve in some aspects. I usually recommend OpenText Service Management (SMAX) to every industry, more or less. We have business with the public sector, banking, manufacturing, and logistics companies, so nearly every company with a footprint can benefit from this tool to manage not just their IT but all departments. I believe it's a tool that is transversal to all parts of markets. Some of our customers are not using OpenText Service Management (SMAX) and are instead using other ITSM tools. We often position service configuration management with ITSM because it's an area that should be linked closely. In some customers, we position both tools, while in others, they already have some kind of configuration management tool, and we usually position only OpenText Service Management (SMAX). However, there is always a component that involves importing the configuration management database from the existing tool into OpenText Service Management (SMAX). I would rate this review a 7 out of 10.
OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR. OpenText Service Management (SMAX) is good, and I do not see any negative side. It is possible to discuss some other tools from OpenText as well. I would rate this review an overall 8.
Information Security & IT Governance Manager at a insurance company with 10,001+ employees
Real User
Top 5
Aug 22, 2025
I would rate OpenText Service Management (SMAX) an eight out of ten. Please hide my name and company name as I have not received approval from my corporate communications team to speak on behalf of the company.
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 medium-sized business. I doubt it is the right product for larger companies with more complex operations. Overall, I rate the solution a five out of ten.
The TrendIQ feature in OpenText is specifically designed to leverage AI. Even though initially, users may access it without the intention of engaging AI, as mentioned in our discussion last week, its primary purpose is to incorporate AI capabilities. It's a platform where maximizing AI involvement is key. This includes utilizing AI for incident analysis, hot topic analytics, problem-solving, software management, and root cause analysis. By incorporating AI in these activities, organizations can serve their end users more efficiently. Therefore, (SMAX) or other platforms must prioritize and invest more in these AI-driven functionalities. I recommend OpenText Service Management Automation X (SMAX) for flexible companies that can adapt to a pre-built or customizable process. Since I work with various customers, some may require an ideal solution and documented projects to align with specific processes. However, leveraging SMAX's capabilities, features, and automation in your design or consulting activities is essential. Overall, I rate the solution a nine out of ten.
The product is difficult to maintain, especially when moving from the previous version to the latest version. I suggest that OpenText needs a person with very good experience to take care of the product's successful implementation process. I rate the overall tool an eight out of ten.
We use SMAX for providing support to our customers, it's not our main solution. We are currently working on a subway project. We use SMAX for when something goes wrong; an alert goes directly to the intelligent agent that takes care of the entire process, correcting the problem. It's one of the best. I rate this solution nine out of 10.
I would advise others that you need to know what you are doing when using this solution. You need to know what Service Management is. To start working with the solution you don't need any special knowledge of coding, it's very straightforward usage. I rate Micro Focus Service Management Automation X (SMAX) a seven out of ten.
IT Service Management (ITSM) ensures that IT services align with business needs, maximizing efficiency and minimizing risks through structured processes and quality management practices.ITSM solutions offer a range of functionalities to support IT operations. They provide a structured approach to service delivery and management, ensuring IT functions are aligned with business objectives. With insights from industry users, these tools are essential for maintaining service quality and boosting...
We are still working with OpenText and Splunk. I remember that Splunk is now with what Cisco AppDynamics bought. We are implementers; we work with other partners for Splunk, and for OpenText, we are partners with them. OpenText Service Management (SMAX) is evolving in addressing the needs across different sectors like IT or HR. Each year, with about four versions released, we see a step forward in implementing more capabilities to allow OpenText Service Management (SMAX) to address other departments like human resources, legal, and so on, and because of the flexibility and ease of configuration, it's been pretty easy to expand OpenText Service Management (SMAX) to those departments and address their requirements. As partners, we do not usually see pricing as a big handicap to place OpenText Service Management (SMAX) with our customers, especially compared with more expensive competitors like ServiceNow. It's a very straightforward pricing model, and I believe that is a big advantage because customers know exactly how much they are going to pay. In terms of pricing, it's difficult for me to say it's cheap or not because it depends on the value it adds to the customer. Even a pricier tag in a solution can be considered cheap if it provides enough value to the customer. So, while it's difficult to assess exactly, I believe OpenText Service Management (SMAX) is competitive considering the competition and other products. OpenText Service Management (SMAX) is not the best solution in all components; it has some capabilities that are clearly the best in the market, but in others, it has a lot of room to improve compared to other solutions. In some aspects, I believe it's very good, in other aspects, it has the same level as the best in the market, and in some, there is room to improve. It's a mix because these are usually very modular tools that need to improve in some aspects. I usually recommend OpenText Service Management (SMAX) to every industry, more or less. We have business with the public sector, banking, manufacturing, and logistics companies, so nearly every company with a footprint can benefit from this tool to manage not just their IT but all departments. I believe it's a tool that is transversal to all parts of markets. Some of our customers are not using OpenText Service Management (SMAX) and are instead using other ITSM tools. We often position service configuration management with ITSM because it's an area that should be linked closely. In some customers, we position both tools, while in others, they already have some kind of configuration management tool, and we usually position only OpenText Service Management (SMAX). However, there is always a component that involves importing the configuration management database from the existing tool into OpenText Service Management (SMAX). I would rate this review a 7 out of 10.
OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR. OpenText Service Management (SMAX) is good, and I do not see any negative side. It is possible to discuss some other tools from OpenText as well. I would rate this review an overall 8.
I would rate OpenText Service Management (SMAX) an eight out of ten. Please hide my name and company name as I have not received approval from my corporate communications team to speak on behalf of the company.
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 medium-sized business. I doubt it is the right product for larger companies with more complex operations. Overall, I rate the solution a five out of ten.
The TrendIQ feature in OpenText is specifically designed to leverage AI. Even though initially, users may access it without the intention of engaging AI, as mentioned in our discussion last week, its primary purpose is to incorporate AI capabilities. It's a platform where maximizing AI involvement is key. This includes utilizing AI for incident analysis, hot topic analytics, problem-solving, software management, and root cause analysis. By incorporating AI in these activities, organizations can serve their end users more efficiently. Therefore, (SMAX) or other platforms must prioritize and invest more in these AI-driven functionalities. I recommend OpenText Service Management Automation X (SMAX) for flexible companies that can adapt to a pre-built or customizable process. Since I work with various customers, some may require an ideal solution and documented projects to align with specific processes. However, leveraging SMAX's capabilities, features, and automation in your design or consulting activities is essential. Overall, I rate the solution a nine out of ten.
The product is difficult to maintain, especially when moving from the previous version to the latest version. I suggest that OpenText needs a person with very good experience to take care of the product's successful implementation process. I rate the overall tool an eight out of ten.
I would recommend it and would rate it a nine out of ten.
We use SMAX for providing support to our customers, it's not our main solution. We are currently working on a subway project. We use SMAX for when something goes wrong; an alert goes directly to the intelligent agent that takes care of the entire process, correcting the problem. It's one of the best. I rate this solution nine out of 10.
I would advise others that you need to know what you are doing when using this solution. You need to know what Service Management is. To start working with the solution you don't need any special knowledge of coding, it's very straightforward usage. I rate Micro Focus Service Management Automation X (SMAX) a seven out of ten.