Infraon Desk vs OpenText Service Management (SMAX) comparison

Infraon Desk vs. OpenText Service Management (SMAX)

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Automation Anywhere

Featured Reviews

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

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reviewer1621719

IT Service Delivery at a tech services company with 1,001-5,000 employees

Customizable, easy to manage using a single dashboard, but the features in my version are quite basic

Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me. The customization took longer than I expected to complete, although it may be the team that I was interacting with. They might not have had enough manpower in place. If enough resources are available then the customization is easy. All of the information that I need for monitoring the entire platform is available on a single dashboard. This is very helpful with respect to managing. The multi-channel ticketing options that this solution provides are very important to us because it's all about how we engage with our customers and what options we offer for them to communicate with us. Nowadays, there are many collaborative platforms and many methods for ticket logging. Every system of this type should be flexible enough to provide a mobile app, at least for Android and iOS, and not be confined to using Windows alone. Similarly, self-service portals as well as integration with Slack, as this product has, are important options that many people use.

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HugoAlmeida

Head Of Delivery at Timestamp ITM

Centralized service processes have improved cross‑department visibility but reporting still needs work

The machine learning capabilities in OpenText Service Management (SMAX) are somewhat not published the way they should be. They work pretty well, but they are not used as much in the current experience of our customers. They have them; the solution has them, but they usually go a little bit below the radar in terms of visibility. I believe there is room for improvement when it comes to machine learning capabilities. OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities. We want to see better use and more functionalities enabled with the already existing capabilities such as AI and reporting in the next OpenText Service Management (SMAX) release, but one important thing we think should be included is a module for metrics, similar to Google Analytics, that focuses on the metrics of the tool usage. The module shouldn't just report on the components of OpenText Service Management (SMAX) but also track how the tool is used by end users, for example, what functionalities users utilize more frequently, the performance of those functionalities, and how long it takes them to open a ticket or log in, focusing on applicational monitoring metrics and performance management metrics.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"Security is a top priority for us. To be allowed to automate different processes, we need to have a good set of controls around who is allowed to do what, and what credentials people can and can't use. It allows us to manage access make sure that we have full control."

"Automation Anywhere has a very rich and easy to use interface. This makes it very intuitive. As an organization, we give training to business users to help them automate themselves. It is an easy to go, create your own scripts, and logic. The typical commands which they have in the workbench are very helpful for us."

"Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation, with modern features to train documents ensuring high accuracy and repeatability over time."

"The ease of use is its most valuable feature."

"In some cases, we see savings on the order of $100,000 and, in the newer processes that we are trying to do, it may be up to $1,000,000."

"One thing I appreciate about Automation Anywhere is that we do not need to run around with multiple platforms, because Automation Anywhere provides an end-to-end solution."

"The ease of use is the most valuable feature. It's very easy to use, so to get started, you don't really need hardcore development skills."

"We have almost 27 use cases in production and, as of now, we have saved almost eight FTEs per annum."

More Automation Anywhere pros

"Infraon Desk is very flexible in nature and can be customized for my needs. The fact that I can customize it the way I want is the best part of the tool for me."

"It is meeting our requirements and we are very happy and satisfied with the services of Infraon Desk."

"Infraon Desk was the best choice for my budget, considering the features and customization that I wanted."

"There are a few dashboards and they are helpful because, in our organization, we have different groups of people who need different kinds of dashboards... as head of network operations, I need a top-level view. I want to see how many calls are open and how many calls are pending, on average, and some trend analysis. Whereas a manager in my team might like to see slightly more detail."

"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."

"The product provides an interface for the end users to make requests."

"OpenText Service Management (SMAX) is evolving in addressing the needs across different sectors like IT or HR."

"OpenText Service Management (SMAX) is effective for all sectors, such as IT and HR."

"I've used this kind of application for more than 20 years and from my perspective, SMAX is one of the best products on the market."

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

"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."

"The tool is very easy to use."

More OpenText Service Management (SMAX) pros

Cons

"Intelligent automation is currently a buzz and I would love to see more innovation in this segment."

"They continue to release new features, but end users struggle to adapt to them."

"Automation Anywhere Control Room should update to the newer versions with one click, including the newer features. There should be minimum effort required from the IT organization. The major resistance from any organization is from the IT organization because they have a lot of dependencies and will sometimes resist doing changes because they have other activities and applications to manage. Future versions should minimizing their work."

"I am currently on 11.3.4.2 and the analytics feature of AA, Bot Insights, needs improvement. It is not easy to implement. It is not intuitive for the developer as you have to mark variables for analytics."

"I suggest having more ways to perform string manipulations and string operations, instead of just what is pre-defined in the V11 tool."

"The debugger is also a weakness of the tool, forcing the developer to use error handling or message box to map errors. Few applications take more time for loading when integrated."

"Although Automation Anywhere is a GUI-based platform with drag-and-drop functionality, non-technical business users struggle to implement it due to the complexities of operationalizing automation within a business context."

"Automation Anywhere can be improved by integrating self-correction capabilities into the bots, particularly as we develop RPA, where changes in environment paths require additional redeveloping efforts."

More Automation Anywhere cons

"The reporting is okay, but it doesn't give you reports that make you say "wow," like you might see from a tool like MRTG or PRTG whose reports give you a good feeling. The detailing is not there in the Infraon Desk reports and there are no graphical elements in them. The reporting is slightly weak and needs to be improved."

"Better connectivity and integration with more collaborative platforms would be helpful."

"The version that I am using is very basic and I wouldn't say that it has extraordinary services capabilities that I've never seen before."

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

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

"The tool has negatively impacted our productivity."

"The contract management feature can be improved."

"OpenText Service Management (SMAX) has room to improve mainly on reporting components. The reporting components include dashboards, and while OpenText Service Management (SMAX) has a reporting module, it's somewhat limited, so I believe it has room to improve there, with more inclusion of artificial intelligence in the models and more in project management and portfolio management capabilities."

"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."

"The solution lacks sufficient documentation."

"SMAX lacks in integrations as well as written documentation."

More OpenText Service Management (SMAX) cons

Pricing and Cost Advice

"It is one of the most affordable RPA solutions, and as for licensing, they offer a community edition that greatly helps anyone who aspires to learn about the product before buying the enterprise solution."

"There are a lot of savings in terms of effort and time as well as costs. Automation Anywhere automates a lot of processes. It allows an organization to save the efforts of a lot people. It saves a lot of time because people can't work a whole day (24/7), but Automation Anywhere bots can."

"They are already coming out with a community license, which is really good. That's something that I wish to have."

"We only deal in annual licenses. There are no pay-as-you-go licenses."

"The pricing strategy for us is one license for development. It is more complicated than that depending on the options you choose."

"We are a partner of Automation Anywhere and find the pricing to be reasonable."

"The product starts at $10,000 and then it's up to you regarding how much you can consume."

"We're on a license package with Automation Anywhere (AA), paid yearly. What would be better is for them to have different packages for different types of organization."

More Automation Anywhere pricing and cost advice

"The pricing model is very competitive."

"The price of this solution is reasonable and it was well within my budget."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Construction Company

11%

Manufacturing Company

11%

Outsourcing Company

10%

No data available

Comms Service Provider

11%

Financial Services Firm

11%

Government

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	157
Midsize Enterprise	81
Large Enterprise	558

No data available

By reviewers
Company Size	Count
Small Business	3
Midsize Enterprise	2
Large Enterprise	4

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

What is your primary use case for Micro Focus Service Management Automation X (SMAX)?

Ask a question

Earn 20 points

We mostly deal with OpenText Service Management (SMAX), Service Management, and UCMDB, the UD Discovery, Unified Disc...

What advice do you have for others considering Micro Focus Service Management Automation X (SMAX)?

We are still working with OpenText and Splunk. I remember that Splunk is now with what Cisco AppDynamics bought. We a...

What is your experience regarding pricing and costs for Micro Focus Service Management Automation X (SMAX)?

OpenText Service Management (SMAX) is okay, not expensive and not the cheapest. It is overall good.

UiPath Platform vs Automation Anywhere

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Product Reports

Automation Anywhere

Download Automation Anywhere product report

Help Desk Software

Download Infraon Desk product report

OpenText Service Management (SMAX)

July 2026

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

Everest Service Manager

OpenText Service Manager, Micro Focus Service Management Automation X (SMAX)

Interactive Demo

Automation Anywhere

Demo not available

EverestIMS

OpenText

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Infraon Desk presents a robust IT service management system designed to optimize business processes through a comprehensive set of features tailored to meet modern IT service demands.

Infraon Desk delivers an advanced ITSM platform that aims to improve IT service management efficiency through automated workflows, customization options, and intuitive design. It helps organizations in managing IT assets and streamlining processes with minimal manual intervention. With capabilities like incident management, change management, and asset tracking, it supports organizations in maintaining a high level of operational efficiency.

What are the key features of Infraon Desk?

Incident Management: Quickly address and resolve incidents to minimize downtime.
Change Management: Control IT changes with structured processes.
Asset Tracking: Efficiently manage IT assets throughout their lifecycle.
Automation: Automate repetitive tasks to save time and reduce errors.
Custom Reporting: Generate reports to gain insights into IT operations.

What benefits should you look for?

Cost Efficiency: Reduce IT operational costs with streamlined processes.
Enhanced Productivity: Boost team productivity through automation and process optimization.
Improved SLA Performance: Maintain higher service levels with effective incident and problem management.
Scalability: Easily scale IT services to accommodate business growth.

Infraon Desk serves industries such as healthcare, finance, and manufacturing, where reliable IT service management is crucial. Its flexible deployment options and adaptability make it a suitable choice across different industry domains, ensuring tailored solutions that align with specific industry requirements.

EverestIMS

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.

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?

User-Friendliness: Simplifies service management across departments.
Configurability: Allows customization to meet specific needs.
Adaptability: Effective across IT, IoT, HR, and finance.
Language Support: Broad language capabilities for diverse users.
Storage Capabilities: Efficient and reliable data management.
Process Improvement: Tools for streamlining business operations.
Incident Management: Effective handling and resolution of issues.
Natural Language Processing: Chatbots that enhance customer support.
Automation: Facilitates seamless logistics and service catalog management.

What benefits and ROI should users evaluate?

Enhanced Efficiency: Streamlines service management processes.
Improved Customer Support: Virtual chatbots provide superior assistance.
Scalability: Adaptable to growing business needs.
Cost Reduction: Optimizes resource usage and reduces operational costs.
Employee Onboarding: Simplifies and accelerates onboarding processes.

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

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Airtel, BSNL, Cloudnine, D-Vois, Geojit, Indian telco

Zurich Airport, Envirosuite, Norsk Helsenett, Achmea, University of Milan, World Vision, Petroleum Development Oman, Court of Justice of the Federal District and Territories (TJDFT).

Infraon Desk vs. OpenText Service Management (SMAX)