OpenText Service Management Automation X delivers efficient service management automation with user-friendly configurability across IT, IoT, HR, and finance sectors. It enhances business processes through integrated incident management and natural language processing with virtual chatbots.
| Product | Market Share (%) |
|---|---|
| OpenText Service Management (SMAX) | 2.3% |
| ServiceNow | 22.1% |
| JIRA Service Management | 9.1% |
| Other | 66.5% |
OpenText SMAX blends user-friendly design with broad language support and robust storage. It enables organizations to deploy in both on-premise and cloud environments using Kubernetes. SMAX excels in business process improvement, incident management, and uses intelligent agents for autonomous alerts and issue resolution. However, it requires enhancements in integration capabilities and documentation, third-party product connectivity, and contract management. Users face challenges with process automation and search functionality, demanding greater customization and flexibility.
What are the key features of OpenText SMAX?Banks and telecom companies primarily employ OpenText SMAX for service management automation, leveraging its ESM and ITSM capabilities. Deployed on-premise and via cloud, organizations in regions such as Saudi Arabia focus on integrations and upgrades, using SMAX as an end-user portal for incident management.
OpenText Service Management (SMAX) was previously known as OpenText Service Manager, Micro Focus Service Management Automation X (SMAX).
Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).
| Author info | Rating | Review Summary |
|---|---|---|
| Information Security & IT Governance Manager at a insurance company with 10,001+ employees | 4.0 | I've used OpenText SMAX for over five years for ITSM and BPM, valuing its customization and stability, though reporting is complex. Setup required a vendor, and while effective, it's costly and not easy to configure initially. |
| Project Manager at a healthcare company with 1,001-5,000 employees | 2.5 | We use OpenText SMAX for our end-user portal and incident management, but its difficult navigation and poor search functionality have decreased efficiency. I found ServiceNow easier to configure, offering broader functionality without needing third-party solutions. |
| Managing Director at Intracom Telecom Ukraine | 4.5 | I use OpenText Service Management Automation X in bank and telecom settings for its sales and configuration tools, enhancing business processes across various operations. The contract management feature requires improvement. I've not considered other solutions, and there's no specific cloud provider mentioned. |
| ITSM Consultancy Head at a tech services company with 51-200 employees | 4.5 | I work with OpenText SMAX for its valuable features like advanced chatbots and natural language processing, though customization can be challenging. SMAX is user-friendly with quick deployment, but flexibility is essential to maximize its benefits, especially for large enterprises. |
| Commercial Director at LeanIT Limited | 4.0 | In my company, we use OpenText SMAX for service management due to its high usability. However, it needs improved connectivity with third-party products. Despite this, it offers good value for money, providing a solid return on investment. |
| Senior Solution Architect at Grupo Cimcorp | 4.5 | No summary available |
| Senior Consultant at Timestamp:itm | 3.5 | No summary available |
