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.
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.
Information Security & IT Governance Manager at a insurance company with 10,001+ employees
Real User
Top 5
Aug 22, 2025
We have some dashboards and pre-deployed reports. The reporting functionality is not the best as it is not easy to use. However, the custom reports that were already prepared work fine. The initial customization process can be challenging.
The process automation had a negative impact on the efficiency of our operations. The end user finds the product very difficult to navigate. They very often resort to using their phones instead. The tool has negatively impacted our productivity. The search functionality is a bit strange. When we search for items, the hits are irrelevant. The vendor that implemented the tool for us told us it is like Google Search, but it is not the impression we get from the end users. There is quite a lot of discontent with the search functionality. The person setting up the new workflows and organizing the portals struggles to do them. We also sought help from a consultancy firm, but they couldn’t find a better way to organize the page. I am looking for alternatives because our customers are discontent with the product.
The only challenge with Azure customers is when they have a specific requirement that is not available out of the box and is inflexible to adjust. Sometimes, customers have tough requirements that are not flexible enough to be adjusted, even if SMAX can provide a better alternative. They need this specific feature. This challenge is common with SMAX, BMC, ServiceNow, IBM, or other similar tools. When working with enterprise tools that are not developed in-house, I don't have access to the source code and am limited to the features and capabilities provided by the leading vendors. So, this challenge is common across SMAX, BMC, and ServiceNow. The solution could have more customization flexibility.
The product's connectivity with third-party products is an area of concern where improvements are required. I want the tool to provide out-of-the-box connectors.
Learn what your peers think about OpenText Service Management (SMAX). Get advice and tips from experienced pros sharing their opinions. Updated: March 2026.
SMAX lacks in integrations as well as written documentation. There is a portal in the Micro Focus site for SMAX which is very complete but in some cases, there's not enough detail provided. For example, if I need to integrate SMAX with Teams from Microsoft, it's documented and possible, but sometimes sufficient detail is lacking.
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...
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.
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.
We have some dashboards and pre-deployed reports. The reporting functionality is not the best as it is not easy to use. However, the custom reports that were already prepared work fine. The initial customization process can be challenging.
The process automation had a negative impact on the efficiency of our operations. The end user finds the product very difficult to navigate. They very often resort to using their phones instead. The tool has negatively impacted our productivity. The search functionality is a bit strange. When we search for items, the hits are irrelevant. The vendor that implemented the tool for us told us it is like Google Search, but it is not the impression we get from the end users. There is quite a lot of discontent with the search functionality. The person setting up the new workflows and organizing the portals struggles to do them. We also sought help from a consultancy firm, but they couldn’t find a better way to organize the page. I am looking for alternatives because our customers are discontent with the product.
The only challenge with Azure customers is when they have a specific requirement that is not available out of the box and is inflexible to adjust. Sometimes, customers have tough requirements that are not flexible enough to be adjusted, even if SMAX can provide a better alternative. They need this specific feature. This challenge is common with SMAX, BMC, ServiceNow, IBM, or other similar tools. When working with enterprise tools that are not developed in-house, I don't have access to the source code and am limited to the features and capabilities provided by the leading vendors. So, this challenge is common across SMAX, BMC, and ServiceNow. The solution could have more customization flexibility.
The product's connectivity with third-party products is an area of concern where improvements are required. I want the tool to provide out-of-the-box connectors.
The contract management feature can be improved.
SMAX lacks in integrations as well as written documentation. There is a portal in the Micro Focus site for SMAX which is very complete but in some cases, there's not enough detail provided. For example, if I need to integrate SMAX with Teams from Microsoft, it's documented and possible, but sometimes sufficient detail is lacking.