OpenText Service Management (SMAX) vs OrbusInfinity comparison

Why PeerSpot?

OpenText and Orbus Software are both solutions in the IT Service Management (ITSM) category. OpenText is ranked #12 with an average rating of 7.7, while Orbus Software is ranked #36. Additionally, 88% of OpenText users are willing to recommend the solution, compared to 100% of Orbus Software users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Mar 29, 2026

OpenText Service Management (SMAX) and OrbusInfinity are solutions focused on optimizing service delivery and enterprise architecture management. OrbusInfinity may have an edge with its comprehensive feature set and perceived value.

Features: OpenText SMAX includes automation capabilities, scalability, and advanced analytics. OrbusInfinity offers business architecture support, process management, and integrated strategic planning tools.

Ease of Deployment and Customer Service: OpenText SMAX has a streamlined deployment process and reliable support. OrbusInfinity provides flexible cloud-based deployment and dedicated support.

Pricing and ROI: OpenText SMAX offers competitive pricing with a strong ROI. OrbusInfinity might be costlier initially but offers substantial long-term ROI through strategic features.

To learn more, read our detailed OpenText Service Management (SMAX) vs. OrbusInfinity Report (Updated: November 2026).

Buyer's Guide

OpenText Service Management (SMAX) vs. OrbusInfinity

November 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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Kenneth Igiri

Enterprise Architect at Ecobank Transnational Incorporated

Cost-effective, integrates with the Office tools, and allows us to articulate all entities across the enterprise on one platform

The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us. We've had some issues with the integration between Visio and iServer because sometimes the add-in that allows you to do that integration takes a lot of memory and then your Visio crashes. However, I've not experienced this issue for some time, so it was probably fixed in the recent version. Also, if I copy a large amount of data and I want to copy from one Visio file to another, I have had a case where it suddenly just closes Visio without saving. So, that integration could be more smooth. There should be ease of integration with other systems in our environment such as SysAid. I understand that there is an integration to ServiceNow, but we use SysAid. We need to be able to say that when there's an incident that impacts or requires a change in a particular component, ServiceNow or SysAid should be able to communicate to Orbus that this component is about to change. Similarly, when it comes to discovery or when a new architecture change has happened in the enterprise, we should be able to detect the change in the baseline Enterprise Architecture. There should be such advanced automation. The visibility of our models is limited to those to whom we have assigned licenses. I would've loved it if everyone in the organization could at least see the diagrams. The licensing should be there for those who need to make updates or changes.

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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

"This solution has helped us in several ways, the first of which is scheduling processes."

"When anybody talks about Robotic Process Automation, Automation Anywhere is the first thing that comes to my mind."

"AA has indirectly helped in re-engineering processes, which has made them more robust and efficient, and this has helped the business immensely."

"The Object Cloning command is the most useful feature. Through the use of this command, between 30% and 40% of the process automation is complete."

"So far, we have seen that a valuable feature of Automation Anywhere is the ease of integrating it with multiple systems. It can very easily integrate with an environment of an organization. It helps in a quick go to access and implementation. You don't have to spend days implementing Automation Anywhere software. You can quickly go drag and drop and do an ease of configuration. You can actually get your bot up and running very fast, which is one important advantage."

"For me, the best feature of Automation Anywhere is that it is totally cloud-based. We do not need to set up anything in VMs or other machines. It can directly work on the cloud."

"Overall, I would rate Automation Anywhere a nine out of ten."

"We are making less mistakes and have more metrics available to understand what our problems are. Now, we can do root cause analysis and have less noise in the system during the process."

More Automation Anywhere pros

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

"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 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."

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

"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 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 evolving in addressing the needs across different sectors like IT or HR."

More OpenText Service Management (SMAX) pros

"I like the integration with the Office tools such as Visio and Excel. The integration with Excel helped us to be able to upload data very easily. Integration with Visio helps us to be able to make changes once and have a centralized diagram. We don't have versions of the diagram. This integration with the Office tools is very useful."

"The most valuable features are mainly the reporting side of things and the dashboard."

Cons

"Since Automation Anywhere's Japan office was only recently opened, it seems the support has not been as good as support for other package applications."

"The document processing, OCR, needs to be more accurate. Sometimes, when you try it on documents, it keeps on failing and goes to a different queue. It needs to mature."

"We have had so many stability issues."

"Automation Anywhere can also be improved in machine learning and artificial intelligence. It would make our lives easier."

"For order processing, I would say that it is not very much time-saving because it is also taking time to extract and process, but it is giving us freedom in that the people who are doing the repetitive task are not doing that repetitive task now, and they are doing something else, maybe validation or something more productive."

"I would like to see web and cloud-based platforms for future releases."

"There is an issue with the object cloning in Excel. OCR is also not that stable. Image recognition works fine, but not all the time."

"The biggest challenge that I have with Automation Anywhere is the pace of upgrades that they do. We are not an IT company, we are a mining company. We are very conservative in doing our upgrades and moving from one platform to another. Upgrades are one of the challenges we are having with Automation Anywhere."

More Automation Anywhere 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 contract management feature can be improved."

"The tool has negatively impacted our productivity."

"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."

"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."

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

"The solution lacks sufficient documentation."

More OpenText Service Management (SMAX) cons

"The refresh cycles for our dashboards could be better. I keep complaining about that. The refresh is supposed to be once a day, but I would love it if it was real-time so that if I make a change to the data in iServer, I should see those changes immediately reflected in the dashboards. They use Power BI, and it seems they've scheduled their refresh to be once a day, which is not that good for us."

"We found a few issues with importing data and all the manipulation of data, especially when it came to the BI side of things because it utilized a particular template to be able to get certain reports. The user administrators could not manipulate it to get the right reports."

Pricing and Cost Advice

"The major reason that we selected Automation Anywhere was the licensing model."

"Licensing for Automation Anywhere (AA) is paid on a yearly basis. Out of all the RPA tools, it has the most value for money, e.g. what you pay is what you get."

"It is somewhere in the middle. The price and value of Automation Anywhere are better than UiPath. The pricing is good globally. It could be a little bit cheaper, but it is good."

"On average, a bot runner in Automation Anywhere can cost $5,000, while in Microsoft Power Automate, you can get most of the same functionality for $100."

"It is expensive. I would rate Automation Anywhere an eight out of ten in terms of pricing."

"The licensing cost could be improved. It costs a lot. At the very least, the developer licenses and the control panels should be made free to enterprises, and the production environment licensed."

"I am using that Automation Anywhere Master Certification for version 11. Recently, this has been updated in Automation Anywhere University. Until this month, it's free to use. There are no charges. That's why I would like to complete it this month."

"The cost of Automation Anywhere is high in Turkey due to the weak economy."

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 licensing is on a yearly basis. We currently work with a standard fee."

"It was very cost-effective as compared to the other ones we evaluated. We spent about $20,000 per annum for support and license together. There was also an implementation fee at the beginning. I would rate it a nine out of ten in terms of pricing."

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Top Industries

By visitors reading reviews

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Comms Service Provider

13%

Financial Services Firm

10%

Government

Outsourcing Company

Government

16%

Financial Services Firm

12%

Manufacturing Company

10%

Insurance Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	565

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

No data available

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...

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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...

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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...

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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

Automation Anywhere

October 2026

Download Automation Anywhere product report

Buyer's Guide

OpenText Service Management (SMAX)

October 2026

OpenText Service Management (SMAX) report

Download OpenText Service Management (SMAX) product report

Buyer's Guide

Enterprise Architecture Management

October 2026

Download OrbusInfinity 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)

No data available

Interactive Demo

Automation Anywhere

OpenText

Demo not available

Orbus Software

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

OrbusInfinity offers robust capabilities for organizations looking to optimize their business processes through effective enterprise architecture management. It aids in transforming complex enterprise structures into coherent and strategic frameworks.

Designed for strategists and IT professionals, OrbusInfinity provides a comprehensive platform that integrates seamlessly with industry standards, enhancing decision-making and fostering innovation. It not only supports detailed architecture modeling but also offers powerful analytics tools that assist in identifying and addressing inefficiencies, aligning IT investments with long-term goals.

What are the key features of OrbusInfinity?

Architecture Modeling: Provides a dynamic environment for creating and managing architectural models.
Analytics Dashboard: Delivers insights through customizable dashboards that enhance strategic decision-making.
Integration Capability: Seamlessly integrates with other systems, aiding in cohesive data flow across platforms.

What benefits and ROI should users expect?

Enhanced Strategic Clarity: Improves alignment between IT activities and business objectives.
Cost Efficiency: Identifies areas for cost reduction by optimizing resource allocation.
Scalable Flexibility: Adapts to evolving organizational demands, supporting continuous growth.

OrbusInfinity is implemented in sectors like finance and healthcare where precise data governance and streamlined workflow processes are essential. By aligning business and IT strategies, it enables industries to manage regulatory compliance and operational risk effectively.

Orbus Software

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).

Information Not Available

Buyer's Guide

OpenText Service Management (SMAX) vs. OrbusInfinity

November 2026

Free Report: OpenText Service Management (SMAX) vs. OrbusInfinity

Find out what your peers are saying about OpenText Service Management (SMAX) vs. OrbusInfinity and other solutions. Updated: November 2026.

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