ServiceNow and OpenText SMAX are competitors in the IT service management field, with ServiceNow leading for comprehensive features and support, while SMAX excels with advanced AI capabilities for flexibility and customization.
Features: ServiceNow provides extensive IT and business operations management features that integrate well across its platform. Its user-friendly interface, extensive analytics, and incident management are particularly valued. OpenText SMAX is known for AI-driven automation, powerful analytics, and a highly flexible interface tailored for various business needs. This adaptability, paired with its AI capabilities, makes SMAX a preferred choice for tailored solutions.
Room for Improvement: ServiceNow may benefit from simplified initial setup procedures, improved cost-effectiveness, and an enhanced user interface for advanced customization. OpenText SMAX could enhance its global support infrastructure, streamline configuration processes, and offer more detailed integration documentation to ease deployment in complex environments.
Ease of Deployment and Customer Service: OpenText SMAX enables straightforward deployment with a quick time-to-value approach, simplifying configuration for users. ServiceNow, although more complex in setup, offers robust customer support and an established global presence that enhances reliability.
Pricing and ROI: ServiceNow's higher initial costs are often justified by its extensive suite of integrated services offering long-term ROI. Meanwhile, OpenText SMAX presents a cost-effective alternative, emphasizing efficient returns through AI and automation, making it appealing for budget-sensitive businesses seeking swift ROI.
They have removed the costs associated with on-prem infrastructure, including data center costs, power costs, and physical server costs.
The return on investment is good when implementing for ourselves and for other clients.
Manually, there are huge numbers that come up because these integrated tools help organizations make the right decisions with all the information in one place, while manual methods lack visibility.
Support for OpenText Service Management (SMAX) is better.
The support is exemplary and deserves a perfect rating.
Obtaining support for maintenance is the current challenge because they don't have a presence in the local market.
Whenever we have had issues, they have provided good support, and those issues have never recurred.
There are no limitations or performance issues with ServiceNow; it is cloud-based, so it is highly scalable and performs well.
It is capable of vertical scaling with no issues.
I rate the scalability of ServiceNow as an eight on a scale of one to ten.
OpenText Service Management (SMAX) has some stability challenges that are crashable and not stable at times.
It is cloud-based, so it is highly scalable and performs well.
I haven't faced any issues with stability; I've rarely seen any downtime.
ServiceNow is stable enough.
The custom reports that were already prepared work fine.
Different scenarios require different workflow configurations.
It makes no sense in my opinion, and they should offer the team at the front to help customize the product to fit each company's needs, as every company has different demands and forms of submitting a request that need adjustment over time.
My priority points for improvement are the UI glitches and modern AI technology integrations for faster incident management.
There is a need for bug or error tracking in ServiceNow.
OpenText Service Management (SMAX) is okay, not expensive and not the cheapest.
ServiceNow's pricing can be justified if more functionality is required.
ServiceNow does come with a price.
ServiceNow is expensive for all regions.
Reporting tools and sophisticated customization options are available with different capabilities.
Configuration is available for different scenarios including change request, incident management, and problem management.
ServiceNow provides a wide range of functionality, covering all the necessary modules, unlike Jira which is primarily for IT.
Automation capabilities are impressive, bolstered by a vast repository of out-of-the-box connectors and plugins that facilitate integration with various applications worldwide.
The features of ServiceNow that I find most valuable include its ability to easily access ticket details if you know the ticket number, monitor the timeline of when the ticket was created, and see the current status.
| Product | Market Share (%) |
|---|---|
| ServiceNow | 15.9% |
| OpenText Service Management (SMAX) | 2.2% |
| Other | 81.9% |
| Company Size | Count |
|---|---|
| Small Business | 3 |
| Midsize Enterprise | 2 |
| Large Enterprise | 3 |
| Company Size | Count |
|---|---|
| Small Business | 55 |
| Midsize Enterprise | 35 |
| Large Enterprise | 166 |
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?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.
ServiceNow is a cloud-based task-management platform that specializes in IT operations management (ITOM), IT services management (ITSM), and IT business management (ITBM). ServiceNow allows users to manage their teams, projects, and customer interactions using a variety of different plugins and apps with which it easily integrates.
ServiceNow offers prebuilt applications to support any process, as well as a framework and tools that allow you to build your own.
ServiceNow’s service management solutions include change, request, incident, problem, and cost management, as well as HR, IT, field service, and facilities management solutions. They also cover business management solutions such as vendor performance management, financial management, performance analytics and project portfolio suite, as well as governance, risk, and compliance.
“The Smarter Way to Workflow”
ServiceNow’s activities, processes, and tasks are overseen as part of a comprehensive managed workflow that supports such features as real-time collaboration, communication, and resource sharing. ServiceNow’s suite of products allow for operation using serverless computing, and include the categories of Business Apps, Customer Service, HR, IT, and Security.
ServiceNow can be used to support most workflows because of the wide range of tools it offers. These include on-suite ticketing tools, predictive modeling to manage workflows, and benchmarking for the tracking of progress. ServiceNow can assist with artificial intelligence and machine learning processes and can be used to organize the cases of a help/service desk as well as for instance management and problem management. It also smoothly integrates with many legacy systems.
ServiceNow offers service management software for industries including:
Cloud services
Education
Financial services
Government
Healthcare
Manufacturing
Telecommunications
Reviews from Real Users
PeerSpot users prefer ServiceNow to its competitors because of its scalability, stability, and ease of use. It helps everyone in the company to be on the same page by creating a single source of record across all departments. One user stated that “I’ve definitely used over 20 project management solutions, but they can't be compared with ServiceNow.” Another said that “ServiceNow is an industry leader in multiple areas and provides an excellent ROI.”
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
