Project Manager at a healthcare company with 1,001-5,000 employees
Real User
Top 5
2024-06-20T09:40:59Z
Jun 20, 2024
The process automation had a negative impact on the efficiency of our operations. The end user finds the product very difficult to navigate. They very often resort to using their phones instead. The tool has negatively impacted our productivity. The search functionality is a bit strange. When we search for items, the hits are irrelevant. The vendor that implemented the tool for us told us it is like Google Search, but it is not the impression we get from the end users. There is quite a lot of discontent with the search functionality. The person setting up the new workflows and organizing the portals struggles to do them. We also sought help from a consultancy firm, but they couldn’t find a better way to organize the page. I am looking for alternatives because our customers are discontent with the product.
ITSM Consultancy Head at a tech services company with 51-200 employees
Real User
Top 5
2024-04-17T12:53:00Z
Apr 17, 2024
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.
The product's connectivity with third-party products is an area of concern where improvements are required. I want the tool to provide out-of-the-box connectors.
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.
What is IT service management (ITSM)? IT service management (ITSM) is the practice of planning, delivering, operating, and improving the IT services an organization provides to its end users.
The process automation had a negative impact on the efficiency of our operations. The end user finds the product very difficult to navigate. They very often resort to using their phones instead. The tool has negatively impacted our productivity. The search functionality is a bit strange. When we search for items, the hits are irrelevant. The vendor that implemented the tool for us told us it is like Google Search, but it is not the impression we get from the end users. There is quite a lot of discontent with the search functionality. The person setting up the new workflows and organizing the portals struggles to do them. We also sought help from a consultancy firm, but they couldn’t find a better way to organize the page. I am looking for alternatives because our customers are discontent with the product.
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.
The product's connectivity with third-party products is an area of concern where improvements are required. I want the tool to provide out-of-the-box connectors.
The contract management feature can be improved.
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.