Ivanti Neurons for ITSM vs OpenText Service Management (SMAX) comparison

Ivanti and OpenText are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #12 with an average rating of 8.3, while OpenText is ranked #9 with an average rating of 7.6. Ivanti holds a 2.1% mindshare in ISM, compared to OpenText’s 2.3% mindshare. Additionally, 92% of Ivanti users are willing to recommend the solution, compared to 87% of OpenText users who would recommend it.

Ivanti Neurons for ITSM

Read 17 Ivanti Neurons for ITSM reviews

1,401 Views
1,023 Comparison Views

92% willing to recommend

OpenText Service Management...

Read 8 OpenText Service Management (SMAX) reviews

1,172 Views
1,160 Comparison Views

87% willing to recommend

Ivanti Neurons for ITSM

OpenText Service Management...

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Executive SummaryUpdated on Dec 28, 2025

Ivanti Neurons for ITSM and OpenText Service Management (SMAX) compete in the IT service management sector. Ivanti has a stronger position in user support attributes and cost-effectiveness, while OpenText offers advanced functionalities making it more appealing for comprehensive service environments.

Features: Ivanti Neurons for ITSM offers automated workflows, AI-driven processes, and intuitive configuration capabilities. Its user-friendly interface simplifies IT service management, making it accessible for users with varying technical expertise. OpenText SMAX features robust analytics, service modeling, and extensive multi-cloud support. It enhances IT service management through advanced reporting capabilities and flexible orchestration tools.

Room for Improvement: Ivanti could improve its advanced analytics capabilities and expand its integration options with third-party solutions. Enhancing multi-cloud support and offering more complex service modeling could also benefit users with sophisticated needs. OpenText SMAX could work on simplifying its cost structure and improve deployment processes for smaller enterprises. Additionally, enhancing the user interface for easier navigation and reducing the technical skill level required for configuration may increase its adaptability.

Ease of Deployment and Customer Service: Ivanti Neurons offers a straightforward, rapid deployment process with strong customer service, facilitating quick integration into existing systems. OpenText SMAX provides a flexible deployment architecture suitable for complex requirements, supported by a comprehensive service network. Ivanti is advantageous for quick installations and prompt support, while OpenText effectively serves clients with more complex deployment needs.

Pricing and ROI: Ivanti Neurons for ITSM provides appealing pricing structures and efficient ROI due to its lower initial costs and comprehensive support package. OpenText Service Management (SMAX) has higher setup costs but offers substantial ROI through its extensive capabilities and performance in large-scale environments. Ivanti is cost-effective for standard deployments, whereas OpenText commands a premium for its extensive features and scalability.

To learn more, read our detailed Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX) Report (Updated: December 2025).

Buyer's Guide

Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX)

December 2025

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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

Ivanti Neurons for ITSM

Ranking in IT Service Management (ITSM)

12th

Average Rating

8.2

Reviews Sentiment

6.6

Number of Reviews

Ranking in other categories

Help Desk Software (12th)

OpenText Service Management...

Ranking in IT Service Management (ITSM)

9th

Average Rating

7.8

Reviews Sentiment

6.9

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of January 2026, in the IT Service Management (ITSM) category, the mindshare of Ivanti Neurons for ITSM is 2.1%, up from 2.1% compared to the previous year. The mindshare of OpenText Service Management (SMAX) is 2.3%, up from 2.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
OpenText Service Management (SMAX)	2.3%
Ivanti Neurons for ITSM	2.1%
Other	95.6%

IT Service Management (ITSM)

Featured Reviews

Rajat_Srivastava

Manager - Technical Support at a tech vendor with 10,001+ employees

Has helped streamline ticketing and change management while offering clear documentation support

Documentation and learning materials are available for Ivanti Neurons for ITSM, and if you check the vendor sites, you will find documents for each feature. I believe that short videos should be created and uploaded for newcomers to learn quickly since time can be limited. If a user believes in Ivanti, they should also believe in all its products including Ivanti Neurons for ITSM and Neurons because they are genuinely putting in hard work. This is reflected in the documentation, though I suggest they work on creating more videos. Other than that, you will find everything you need in the community site and documentation site. On a scale of 1-10, I rate Ivanti Neurons for ITSM an 8 out of 10.

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HiteshKumar

Technical Lead at Bharti AXA Life Insurance

Supports seamless ticket routing and team collaboration across departments

Maybe something in OpenText Service Management (SMAX) is not perfect. Some small changes could be done. There could be improvements in workflow changes. When a customer needs to change a workflow issue, we can change the workflow relationship accordingly. A customer might need a workflow where if I accept the permission, then close the ticket, and the escalated ticket is not directly assigned to anyone. Different scenarios require different workflow configurations.

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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

"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."

"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."

"They allow us to automate ticketing processes and create requests more efficiently, improving our overall support operations."

"It is relatively cost-effective compared to other options like ServiceNow. Additionally, it is highly stable."

"This is an excellent alternative to ServiceNow for smaller companies."

"Ivanti Neurons allows me to adjust our workflow according to our needs."

"It is easy to set up."

"The solution is easy to use and has a user-friendly interface"

More Ivanti Neurons for ITSM pros

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

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

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

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

"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 customization features are quite good, and we have a very good local vendor helping us in this regard."

"The tool is very easy to use."

"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."

Cons

"They could provide product integration with popular platforms."

"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."

"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."

"We'd like more integration with solutions like SolarWinds."

"There could be an improvement in the ability to easily integrate other systems without extensive development."

"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."

More Ivanti Neurons for ITSM cons

"The solution lacks sufficient documentation."

"The contract management feature can be improved."

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

"The tool has negatively impacted our productivity."

"OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times."

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

Pricing and Cost Advice

"The product is affordable for small businesses."

"I came to know from my team members that my company used to operate ServiceNow but shifted to Ivanti Neurons for ITSM due to its low licensing prices."

"If you want to add more users who can handle support there will be additional fees. What we call our extensions, we need to pay more for. They tell us that we need to acquire more licenses or something like that. I think it's very expensive, because in terms the pula, our local currency, it's about 20,000 per license for each user. It is an annual fee."

"The price is on the higher side. The support is included in the standard licensing fees."

"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."

"The solution is somewhat cheaper than the competitors."

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Top Industries

By visitors reading reviews

Manufacturing Company

10%

Computer Software Company

10%

Financial Services Firm

10%

Educational Organization

Financial Services Firm

12%

Government

Computer Software Company

Healthcare Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	8
Midsize Enterprise	3
Large Enterprise	6

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

Questions from the Community

What do you like most about Ivanti Neurons for ITSM?

I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically.

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What is your experience regarding pricing and costs for Ivanti Neurons for ITSM?

The price is on the higher side. The support is included in the standard licensing fees.

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What needs improvement with Ivanti Neurons for ITSM?

Regarding analytics and reporting in Ivanti Neurons for ITSM, I am not currently using it because I primarily use the reporting functions from the Endpoint Management tool. I am not sure if there i...

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What do you like most about Micro Focus Service Management Automation X (SMAX)?

The tool is very easy to use.

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

OpenText Service Management (SMAX) is what I refer to when I say SMAX, and it is from OpenText. I work with OpenText Service Management (SMAX) and other tools. OpenText Service Management (SMAX) ca...

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

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 ot...

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Comparisons

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Compared 19% of the time

BMC Helix ITSM vs Ivanti Neurons for ITSM

Compared 7% of the time

JIRA Service Management vs Ivanti Neurons for ITSM

Compared 7% of the time

Vision Helpdesk vs Ivanti Neurons for ITSM

Compared 6% of the time

GLPI by Teclib vs Ivanti Neurons for ITSM

Compared 4% of the time

More Ivanti Neurons for ITSM Competitors

ServiceNow vs OpenText Service Management (SMAX)

Compared 28% of the time

JIRA Service Management vs OpenText Service Management (SMAX)

Compared 18% of the time

Ivanti Voice vs OpenText Service Management (SMAX)

Compared 18% of the time

BMC Helix ITSM vs OpenText Service Management (SMAX)

Compared 11% of the time

TOPdesk vs OpenText Service Management (SMAX)

Compared 4% of the time

More OpenText Service Management (SMAX) Competitors

Product Reports

Buyer's Guide

Ivanti Neurons for ITSM

January 2026

Download Ivanti Neurons for ITSM product report

Buyer's Guide

IT Service Management (ITSM)

December 2025

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Also Known As

HEAT Service Management

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

Interactive Demo

Demo not available

Ivanti

OpenText

Overview

Automate workflows, eliminating costly manual processes, while making your business more efficient, compliant and secure. Whether you’re looking for an IT helpdesk/support ticket solution or need to perform more advanced ITIL service management processes, Ivanti Neurons for ITSM can easily scale and adapt to meet your specific business needs.

Ivanti

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

AFS Group, Auckland Airport, Baylor University, County of Maui, Dis-Chem Pharmacies, Elia, Essentia Health, Government Research Laboratory, Groupe Webhelp, HSBC Africa, Midwestern University

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

Buyer's Guide

Ivanti Neurons for ITSM vs. OpenText Service Management (SMAX)

December 2025

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