OpenText Service Management (SMAX) vs OpenText Service Manager [EOL] comparison

OpenText Service Management (SMAX) and OpenText Service Manager [EOL] are both solutions in the IT Service Management (ITSM) category. Additionally, 88% of OpenText Service Management (SMAX) users are willing to recommend the solution, compared to 79% of OpenText Service Manager [EOL] users who would recommend it.

OpenText Service Management...

Read 9 OpenText Service Management (SMAX) reviews

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1,327 Comparison Views

88% willing to recommend

OpenText Service Manager [EOL]

Read 48 OpenText Service Manager [EOL] reviews

79% willing to recommend

OpenText Service Management...

OpenText Service Manager [EOL]

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Executive SummaryUpdated on Sep 21, 2025

OpenText Service Manager [EOL] and OpenText Service Management SMAX compete in IT service management. SMAX appears more favored for its advanced automation and AI capabilities, providing better long-term value.

Features: OpenText Service Manager EOL offers comprehensive IT service request management, robust integration capabilities, and customization options. SMAX boasts advanced automation, AI-driven insights, and a modern architecture, which are often preferred for their enhanced functionality.

Room for Improvement: OpenText Service Manager EOL could enhance its cloud capabilities, reduce deployment resource requirements, and simplify its integration process. SMAX might improve by refining its reporting tools, enhancing dashboard customization, and expanding customer support to meet complex demands.

Ease of Deployment and Customer Service: OpenText Service Manager EOL involves a traditional deployment model that can be resource-intensive, but it offers strong customer support. SMAX provides a more flexible deployment through cloud-based technologies, allowing for quicker implementation and improved satisfaction from its responsive service.

Pricing and ROI: OpenText Service Manager EOL typically has a lower initial setup cost, appealing for budget concerns. SMAX requires a higher initial investment but offers a better return on investment over time due to its scalable, flexible features that enhance efficiency, justifying the total cost of ownership.

To learn more, read our detailed IT Service Management (ITSM) Report (Updated: March 2026).

Buyer's Guide

IT Service Management (ITSM)

March 2026

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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

OpenText Service Management...

Average Rating

7.6

Reviews Sentiment

6.0

Number of Reviews

Ranking in other categories

IT Service Management (ITSM) (10th)

OpenText Service Manager [EOL]

Average Rating

7.2

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

No ranking in other categories

Featured Reviews

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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MEKKAB Raouf

Information Technology Service Manager & Technology Integration DevOps at Djezzy

Excellent pricing with great change management and service management capabilities

We started with version 9.3, and now we're on 9.6 with the full solution, including the CMS. They have lots of options. They propose a full solution for technology and IT service management. We are a telecom company. We are a leader in the market, and therefore, we need to have all details about our own environment and assets. So far, Micro Focus answers all our needs. I'd advise new users to go directly to the SMAX solution, the last, last version of Service Manager. If they are a technical company or information technology company with engineers and developers, they can use it on-premise. If they don't have such competence in the company, they can ask for the solution on the cloud. It is easily available on Microsoft, Amazon, or Google clouds. I'd rate the product nine out of ten.

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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

"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."

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

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

"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 tool is very easy to use."

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

More OpenText Service Management (SMAX) pros

"Technical support is pretty good."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Its flexibility and ease of customization are its most valuable features."

"The interface is good, I like it, it's easy to use, it's intuitive and it does go to the mobile app for verification and approvals and it's easy to use on the mobile app."

"Customer Service: Hmm, let's see, that functions pretty well."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"While the tool works, what makes it work better is I can make it do whatever they need; it's a completely customizable solution to fit with the specific needs of our organization and it does it really easily and really dependably."

"It's a complete service management suite; a complete management product used by the company worldwide for us."

More OpenText Service Manager [EOL] pros

Cons

"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."

"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 contract management feature can be improved."

"The tool has negatively impacted our productivity."

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

"The solution lacks sufficient documentation."

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

"We struggle with and the simplicity of getting reporting data at a high level, and output is not where it needs to be for us."

"The licensing model could be made more flexible."

"Same, it wasn't always stable. Actually, I wouldn't call it stable now either."

"On the downside, it cannot really operate in the cloud; but other than that, everything is good."

"Room for improvement is the speed with which you're able to access it and where it isn't as slow and draggy. It is really draggy."

"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."

"Their end-user interface and technical support features could be improved."

"The solution does not interface well with other products and is difficult to implement."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"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."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"The license is not cheap."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Government

Healthcare Company

Manufacturing Company

Marketing Services Firm

12%

Performing Arts

10%

Educational Organization

Construction Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

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

By reviewers
Company Size	Count
Small Business	10
Midsize Enterprise	4
Large Enterprise	38

Questions from the Community

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

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

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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 are implementers; we work with other partners for Splunk, and for OpenText, we ar...

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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.

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Product Reports

Buyer's Guide

OpenText Service Management (SMAX)

March 2026

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Buyer's Guide

OpenText Service Manager [EOL]

March 2026

Download OpenText Service Manager [EOL] product report

Also Known As

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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

OpenText

Demo not available

OpenText

Overview

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

Service Manager on SaaS provides you with a cloud-based, industry leading IT Service Management solution.

OpenText

Sample Customers

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

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