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.

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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: June 2026).

Buyer's Guide

IT Service Management (ITSM)

June 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

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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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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Farah Ben Ahmed

DLO Veritas Backup solution Project Manager at Tunisie Telecom

Is easy to set up, but customization needs improvement

Sometimes, customization is simple. The version we are using now has a nice interface Customization can be difficult at times because scripting is often required. I've been using this solution for ten years. Generally, it's stable, but sometimes we see behavior that we cannot understand. It's…

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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

"With Automation Anywhere, what used to take us two days now takes us twenty minutes."

"We have the MetaBot feature, which is valuable because we can read reusable components in the MetaBot, then use them as a framework."

"AA allows you to create processes using 3 types of robots: Task Bot, Meta Bot, and IQ Bot. Instead of rewriting redundant code for processes, a meta bot can be used instead. This type of robot is best used for complex scalable processes. IQ Bot: The most powerful of the 3 types of robots is the IQ Bot."

"Human errors have been rectified due to bot usage."

"From the customer's perspective, the biggest benefits are automation of the security and monitoring systems."

"We have had a lot of success using Automation Anywhere products and we've actually built a few solutions that were done on the EY cloud, which are offered to clients as a managed service."

"We have saved customers 400% in terms of time saved by implementing this product."

"AA is a global market leader and the best RPA software to go with, in all aspects."

More Automation Anywhere pros

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

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

"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."

"The tool is very easy to use."

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

"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."

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

More OpenText Service Management (SMAX) pros

"It has features such as integration with Skype for Business, smart analytics, and smart ticketing."

"Technical support is pretty good."

"I think it's fair to say it is a workhorse; it's extremely reliable, relatively cost effective, scalable, and has good existing integration points."

"HP products generally have always been stable, and this is no different."

"Fast, responsive and modern design."

"Technical support is absolutely very good."

"It's flexible in terms of configuration and making changes."

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

More OpenText Service Manager [EOL] pros

Cons

"In the control room, the manual bot update should be looked at."

"Automation Anywhere is troublesome for some people because of the way it is organized."

"The IQ Bots have a lot of room for improvement in terms of accuracy level. We need to improvise a lot. I'm facing another big challenge with one of the use cases. We raised a ticket and did multiple follow-ups with support, but the accuracy still isn't up to the mark."

"Cloud API vision and OCR engine integration should be more effective."

"Looking at the POC's requirements and use cases, our customers are asking us for the OCRing of handwritten documents."

"They should consider being more multi-platform."

"Especially while using v11, I often experience freezes with OCR extraction from PDF files."

"Anything that can be done to simplify the solution. I would love to see it where anybody who can run Excel will be able to create bots. Right now, I am watching everyone around me struggle with the tool."

More Automation Anywhere cons

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

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

"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 contract management feature can be improved."

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

"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 solution lacks sufficient documentation."

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

More OpenText Service Management (SMAX) cons

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

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"The support and functionality of the portal could be improved. There was an old portal and they stopped it in the last version."

"We had quite a lot of issues with stability and the quality of the product so far."

"Technical support is average. It takes too much time to resolve issues in relation to the competency of the technical support engineers."

"I rate Micro Focus Service Manager four out of 10. I wouldn't recommend it."

"The end-user experience is very key for me. At the moment, that's an area that the product's perhaps a bit weak."

"Stability was always an issue until we did a full load and performance test, since then this is in good shape."

More OpenText Service Manager [EOL] cons

Pricing and Cost Advice

"Our annual licensing costs are about $500,000."

"The solution is costly and the licensing is very confusing."

"Annually, we are paying almost one million reais."

"Time and monetary savings can range from 20 to 90 percent."

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

"Pricing is affordable and I would recommend beginning with the Starter Package."

"The control room access gives the ability to create different roles, which helps when purchasing additional licensing."

"The Automation Anywhere license is affordable and not complex."

More Automation Anywhere pricing and cost advice

"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."

"The license is not cheap."

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

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

"HP Service Manager has moderate pricing."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Construction Company

12%

Manufacturing Company

11%

Computer Software Company

Financial Services Firm

11%

Comms Service Provider

10%

Government

Manufacturing Company

Construction Company

15%

Financial Services Firm

14%

Manufacturing Company

Marketing Services Firm

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	154
Midsize Enterprise	82
Large Enterprise	536

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

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...

See all answers

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...

See all answers

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.

See all answers

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 Disc...

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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 a...

See all answers

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

Automation Anywhere

June 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Management (SMAX)

June 2026

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Buyer's Guide

OpenText Service Manager [EOL]

June 2026

Download OpenText Service Manager [EOL] product report

Also Known As

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

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

Micro Focus Service Manager, HPE ITSM, HPE Service Manager

Interactive Demo

Automation Anywhere

OpenText

Demo not available

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

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

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

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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Buyer's Guide

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June 2026

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