# OpenText Service Management Automation X (SMAX) vs ServiceNow IT Service Management Comparison
---
## AI Generated Summary
- **G2 reviewers report** that ServiceNow IT Service Management excels in overall user satisfaction, boasting a significantly higher G2 Score compared to OpenText Service Management Automation X (SMAX). Users appreciate its ability to centralize support requests, which enhances efficiency in resolving issues.
- **Users say** that OpenText SMAX is particularly beneficial for ticketing via email and SMS configuration, making it a useful tool for organizations that prioritize these communication channels. However, it struggles to match the comprehensive feature set offered by ServiceNow.
- **Reviewers mention** that ServiceNow's streamlined approach to incident, problem, change, and request management creates a cohesive control plane, making it easier for teams to manage their workflows effectively. This integration is a standout feature that many users find invaluable.
- **According to verified reviews** , OpenText SMAX is praised for its ease of use in application development and testing, which saves time and improves accuracy. However, it faces challenges in setup and administration compared to the more user-friendly experience reported by ServiceNow users.
- **G2 reviewers highlight** that ServiceNow IT Service Management offers a more robust support system, with higher ratings in quality of support and ease of administration. Users appreciate the consistency and reliability of the platform, which is crucial for maintaining service levels.
- **Users report** that while OpenText SMAX has strengths in specific areas like ticketing and user experience, it lacks the extensive market presence and user feedback volume that ServiceNow enjoys, making it a less reliable choice for organizations looking for a well-supported ITSM solution.



| | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Star Rating** | 4.2 out of 5 | 4.5 out of 5 | 
| **Total Reviews** | 72 | 1,950 | 
| **Largest Market Segment** | Enterprise (57.1% of reviews) | Enterprise (73.0% of reviews) | 
| **Entry Level Price** | No pricing available | No pricing available | 

---
## Top Pros & Cons

### OpenText Service Management Automation X (SMAX)

Pros:
- Ease of Use (2 reviews)
- Helpful (2 reviews)

Cons:
- Integration Issues (1 reviews)
- Limited Customization (1 reviews)

### ServiceNow IT Service Management

Pros:
- Ease of Use (168 reviews)
- Incident Management (112 reviews)

Cons:
- Learning Curve (72 reviews)
- Expensive (60 reviews)

---
## Ratings Comparison
| Rating | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
  | **Meets Requirements** | 8.5 (67 reviews) | 8.9 (932 reviews) | 
  | **Ease of Use** | 7.9 (67 reviews) | 8.5 (1413 reviews) | 
  | **Ease of Setup** | 7.3 (40 reviews) | 8.2 (782 reviews) | 
  | **Ease of Admin** | 7.6 (40 reviews) | 8.6 (341 reviews) | 
  | **Quality of Support** | 7.9 (66 reviews) | 8.6 (1027 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.3 (40 reviews) | 8.8 (336 reviews) | 
  | **Product Direction (% positive)** | 7.8 (63 reviews) | 8.9 (931 reviews) | 

---
## Pricing

### OpenText Service Management Automation X (SMAX)

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### ServiceNow IT Service Management

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Configuration Management

| Product | Score | Reviews |
|---|---|---|
| **OpenText Service Management Automation X (SMAX)** | N/A | N/A |
| **ServiceNow IT Service Management** | N/A | N/A |

#### Additional Functionality

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Widgets** | Not enough data | Not enough data | 
| **Impact Management** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **License Management** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Request Assignment** | Not enough data | Not enough data | 
| **Help Desk Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **IT Asset Tracking** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **Data Mapping** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Prioritization** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Performance Monitoring** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Active Directory Integration** | Not enough data | Not enough data | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Data Import/Export** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Configurable Workflow** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Data Visualization** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Device Auto Discovery** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Relationship Mapping** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Vulnerability Scanning** | Not enough data | Not enough data | 
| **Data Aggregation and Publishing** | Not enough data | Not enough data | 
| **Cost Tracking** | Not enough data | Not enough data | 
| **Template Management** | Not enough data | Not enough data | 
| **Lifecycle Management** | Not enough data | Not enough data | 
| **Historical Reporting** | Not enough data | Not enough data | 
| **Monitoring** | Not enough data | Not enough data | 
| **Configuration Automation** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Search/Filter** | Not enough data | Not enough data | 
| **File Management** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 
| **Patch Management** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Version Control** | Not enough data | Not enough data | 
| **Task Progress Tracking** | Not enough data | Not enough data | 
| **IT Cost Management** | Not enough data | Not enough data | 
| **Archiving & Retention** | Not enough data | Not enough data | 
| **Scheduling** | Not enough data | Not enough data | 
| **Reporting/Analytics** | Not enough data | Not enough data | 
| **User Management** | Not enough data | Not enough data | 
| **Policy Management** | Not enough data | Not enough data | 
| **Real-Time Analytics** | Not enough data | Not enough data | 
| **Role-Based Permissions** | Not enough data | Not enough data | 
| **Rules-Based Workflow** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **Business Process Automation** | Not enough data | Not enough data | 
| **Sarbanes-Oxley Compliance** | Not enough data | Not enough data | 
| **Task Scheduling** | Not enough data | Not enough data | 

### IT Service Management (ITSM) Tools

| Product | Score | Reviews |
|---|---|---|
| **OpenText Service Management Automation X (SMAX)** | 8.5/10 | 9 |
| **ServiceNow IT Service Management** | 8.6/10 | 715 |

#### Administration

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Change Management** | 9.2 (6 reviews) ✓ Verified | 9.2 (338 reviews) ✓ Verified | 
| **Asset Management** | 8.5 (8 reviews) ✓ Verified | 8.8 (262 reviews) ✓ Verified | 
| **Reports & Analytics** | 8.1 (7 reviews) ✓ Verified | 8.8 (331 reviews) ✓ Verified | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Knowledge Management** | Not enough data | Not enough data | 
| **Project Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Service Request Management** | Not enough data | Not enough data | 
| **Release Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Knowledge Base Management** | Not enough data | Not enough data | 
| **Capacity Management** | Not enough data | Not enough data | 
| **Availability Management** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 

#### Service Desk

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Help Desk** | 9.3 (7 reviews) ✓ Verified | 9.4 (412 reviews) ✓ Verified | 
| **Incident Reports** | 8.8 (8 reviews) ✓ Verified | 9.3 (329 reviews) ✓ Verified | 
| **Process Workflow** | 9.0 (7 reviews) ✓ Verified | 9.1 (383 reviews) ✓ Verified | 
| **Customizable Reports** | Not enough data | Not enough data | 

#### Management

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Reporting** | 8.3 (8 reviews) ✓ Verified | 8.9 (331 reviews) ✓ Verified | 
| **Administration Console** | 8.7 (5 reviews) ✓ Verified | 8.6 (249 reviews) ✓ Verified | 
| **Access Management** | 7.9 (7 reviews) ✓ Verified | 8.8 (244 reviews) ✓ Verified | 
| **Asset Management** | 7.9 (7 reviews) ✓ Verified | 8.9 (243 reviews) ✓ Verified | 
| **Policy Dictation** | Not enough data | 8.4 (223 reviews) | 
| **Real-Time Reporting** | Not enough data | Not enough data | 

#### Functionality

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Ticketing System** | 8.8 (8 reviews) ✓ Verified | 9.5 (430 reviews) ✓ Verified | 
| **Performance Logging** | Not enough data | 8.7 (229 reviews) | 
| **Alerting** | 8.3 (7 reviews) ✓ Verified | 8.7 (235 reviews) ✓ Verified | 
| **Automation** | 8.1 (7 reviews) ✓ Verified | 9.1 (359 reviews) ✓ Verified | 

#### Agentic AI - IT Service Management (ITSM) Tools

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.6 (56 reviews) | 
| **Multi-step Planning** | Not enough data | 7.6 (48 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (145 reviews) | 
| **Adaptive Learning** | Not enough data | 7.5 (47 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.5 (52 reviews) | 
| **Proactive Assistance** | Not enough data | 7.3 (51 reviews) | 
| **Decision Making** | Not enough data | 7.7 (53 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Resource Allocation & Planning** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Prioritization** | Not enough data | Not enough data | 
| **Service History** | Not enough data | Not enough data | 
| **Client Portal** | Not enough data | Not enough data | 
| **Customizable Forms** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 
| **SSL Security** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Drag & Drop** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Automated Responses** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Support Ticket Tracking** | Not enough data | Not enough data | 
| **Automated Routing** | Not enough data | Not enough data | 
| **Macros/Templated Responses** | Not enough data | Not enough data | 
| **Collaboration Tools** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Customizable Fields** | Not enough data | Not enough data | 
| **Activity Tracking** | Not enough data | Not enough data | 
| **Search** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Access Controls/Permissions** | Not enough data | Not enough data | 
| **Dashboard Creation** | Not enough data | Not enough data | 
| **Remote Access & Monitoring** | Not enough data | Not enough data | 
| **Asset Tracking** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Approval Process Control** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 

### Incident Management

| Product | Score | Reviews |
|---|---|---|
| **OpenText Service Management Automation X (SMAX)** | N/A | N/A |
| **ServiceNow IT Service Management** | 8.3/10 | 315 |

#### Monitoring

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Constant Monitoring** | Not enough data | 8.9 (225 reviews) ✓ Verified | 
| **Timely Alerts** | Not enough data | 9.1 (243 reviews) ✓ Verified | 
| **TIcket Accuracy** | Not enough data | 9.1 (248 reviews) ✓ Verified | 
| **AI Monitoring** | Not enough data | 7.7 (33 reviews) | 
| **Mobile Alerts** | Not enough data | Not enough data | 
| **Email Alerts** | Not enough data | Not enough data | 
| **Real-Time Monitoring** | Not enough data | Not enough data | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Management Tools

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Ticket Assignment** | Not enough data | 9.2 (253 reviews) ✓ Verified | 
| **Standardization** | Not enough data | 9.1 (254 reviews) | 
| **Lifecycle Visualization** | Not enough data | 8.7 (237 reviews) ✓ Verified | 

#### Generative AI

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.3 (108 reviews) | 
| **AI Text Summarization** | Not enough data | 8.3 (124 reviews) | 
| **Generative AI** | Not enough data | Not enough data | 

#### Agentic AI - Incident Management

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.3 (27 reviews) | 
| **Multi-step Planning** | Not enough data | 7.4 (28 reviews) | 
| **Cross-system Integration** | Not enough data | 8.0 (35 reviews) | 
| **Adaptive Learning** | Not enough data | 7.6 (28 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.8 (27 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (29 reviews) | 
| **Decision Making** | Not enough data | 7.9 (30 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 
| **Multi-Language** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Alerts/Notifications** | Not enough data | Not enough data | 
| **Forms Management** | Not enough data | Not enough data | 
| **Safety Incident Management** | Not enough data | Not enough data | 
| **Compliance Management** | Not enough data | Not enough data | 
| **OSHA Compliance** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Single Sign On** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Disaster Recovery** | Not enough data | Not enough data | 
| **Document Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **Multi-Channel Communication** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Corrective and Preventive Actions (CAPA)** | Not enough data | Not enough data | 
| **Activity Dashboard** | Not enough data | Not enough data | 
| **Issue Management** | Not enough data | Not enough data | 
| **Communications Management** | Not enough data | Not enough data | 
| **Audit Trail** | Not enough data | Not enough data | 
| **IT Incident Management** | Not enough data | Not enough data | 
| **Audit Management** | Not enough data | Not enough data | 
| **Event Logs** | Not enough data | Not enough data | 
| **Risk Analysis** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Risk Assessment** | Not enough data | Not enough data | 
| **Incident Reporting** | Not enough data | Not enough data | 
| **Self Service Portal** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Ticket Management** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Reminders** | Not enough data | Not enough data | 
| **On Call Scheduling** | Not enough data | Not enough data | 
| **Investigation Management** | Not enough data | Not enough data | 
| **Maintenance Scheduling** | Not enough data | Not enough data | 
| **Status Tracking** | Not enough data | Not enough data | 

### Service Desk

| Product | Score | Reviews |
|---|---|---|
| **OpenText Service Management Automation X (SMAX)** | 8.1/10 | 15 |
| **ServiceNow IT Service Management** | 8.5/10 | 409 |

#### Incident Management

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Automate Ticket Routing** | 8.6 (14 reviews) | 9.0 (333 reviews) | 
| **Ticket Prioritization** | 8.2 (14 reviews) | 9.0 (327 reviews) | 
| **Ticket Notifications** | 8.5 (14 reviews) | 9.1 (334 reviews) | 
| **Knowledge Base** | 8.1 (13 reviews) | 8.8 (321 reviews) | 
| **Knowledge Base/Ticket Integration** | 8.3 (11 reviews) | 8.8 (306 reviews) | 
| **Real-Time Notifications** | Not enough data | Not enough data | 

#### Reporting

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Dashboards** | 7.9 (13 reviews) | 8.8 (330 reviews) | 
| **Time Tracking** | 7.8 (13 reviews) | 8.8 (290 reviews) | 
| **Surveys** | 8.3 (11 reviews) | 8.5 (179 reviews) | 
| **Activity Tracking** | Not enough data | Not enough data | 

#### Access & Usability

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Mobile** | 7.6 (11 reviews) | 8.0 (240 reviews) | 
| **Self Service** | 8.5 (13 reviews) | 8.8 (304 reviews) | 
| **Active Directory** | 8.2 (11 reviews) | 8.5 (263 reviews) | 
| **Multi-Channel Access** | 7.4 (11 reviews) | 8.8 (167 reviews) | 
| **Mobile Access** | Not enough data | Not enough data | 

#### Agentic AI - Service Desk

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 8.2 (24 reviews) | 
| **Multi-step Planning** | Not enough data | 8.2 (22 reviews) | 
| **Cross-system Integration** | Not enough data | 8.7 (34 reviews) | 
| **Adaptive Learning** | Not enough data | 8.0 (20 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.4 (19 reviews) | 
| **Proactive Assistance** | Not enough data | 7.8 (20 reviews) | 
| **Decision Making** | Not enough data | 7.9 (20 reviews) | 
| **Third-Party Integrations** | Not enough data | Not enough data | 

#### Additional Functionality

| Feature | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Project Management** | Not enough data | Not enough data | 
| **Procurement Management** | Not enough data | Not enough data | 
| **CMDB** | Not enough data | Not enough data | 
| **AI Copilot** | Not enough data | Not enough data | 
| **Generative AI** | Not enough data | Not enough data | 
| **IT Risk Management** | Not enough data | Not enough data | 
| **Service Catalog** | Not enough data | Not enough data | 
| **Inventory Management** | Not enough data | Not enough data | 
| **Surveys & Feedback** | Not enough data | Not enough data | 
| **Chat/Messaging** | Not enough data | Not enough data | 
| **Change Management** | Not enough data | Not enough data | 
| **Reporting & Statistics** | Not enough data | Not enough data | 
| **Task Management** | Not enough data | Not enough data | 
| **Email Templates** | Not enough data | Not enough data | 
| **Benchmarking** | Not enough data | Not enough data | 
| **Localization Automation** | Not enough data | Not enough data | 
| **Real-Time Reporting** | Not enough data | Not enough data | 
| **Customer Support** | Not enough data | Not enough data | 
| **Scheduled/Automated Reports** | Not enough data | Not enough data | 
| **Alerts/Escalation** | Not enough data | Not enough data | 
| **Release & Deployment** | Not enough data | Not enough data | 
| **Email Management** | Not enough data | Not enough data | 
| **Contract/License Management** | Not enough data | Not enough data | 
| **Workflow Management** | Not enough data | Not enough data | 
| **Problem Management** | Not enough data | Not enough data | 
| **Analytics** | Not enough data | Not enough data | 
| **Service Level Agreement (SLA) Management** | Not enough data | Not enough data | 
| **Configuration Management** | Not enough data | Not enough data | 
| **API** | Not enough data | Not enough data | 
| **IT Asset Management** | Not enough data | Not enough data | 
| **Remote Access/Control** | Not enough data | Not enough data | 
| **Live Chat** | Not enough data | Not enough data | 
| **Customizable Reports** | Not enough data | Not enough data | 
| **Incident Management** | Not enough data | Not enough data | 
| **Asset Lifecycle Management** | Not enough data | Not enough data | 
| **Support Ticket Management** | Not enough data | Not enough data | 
| **Customizable Templates** | Not enough data | Not enough data | 
| **Customizable Branding** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (2):** [Service Desk Software](https://www.g2.com/categories/service-desk), [IT Service Management Tools](https://www.g2.com/categories/it-service-management-itsm-tools)


**Unique to ServiceNow IT Service Management (2):** [Incident Management Software](https://www.g2.com/categories/incident-management), [Configuration Management Tools](https://www.g2.com/categories/configuration-management)


---
## Reviewer Demographics

### By Company Size

| Segment | OpenText Service Management Automation X (SMAX) | ServiceNow IT Service Management | 
|---|---|---|
| **Small-Business** | 18.6% | 5.9% | 
| **Mid-Market** | 24.3% | 21.0% | 
| **Enterprise** | 57.1% | 73.0% | 

### By Industry

#### OpenText Service Management Automation X (SMAX)

- **Information Technology and Services:** 31.4%
- **Airlines/Aviation:** 5.7%
- **Banking:** 4.3%
- **Computer Software:** 4.3%
- **Financial Services:** 4.3%
- **Hospital & Health Care:** 4.3%
- **Insurance:** 4.3%
- **Telecommunications:** 4.3%
- **Non-Profit Organization Management:** 2.9%
- **Business Supplies and Equipment:** 2.9%
- **Other:** 31.4%

#### ServiceNow IT Service Management

- **Information Technology and Services:** 24.4%
- **Hospital & Health Care:** 7.3%
- **Computer Software:** 6.7%
- **Financial Services:** 5.9%
- **Computer & Network Security:** 3.4%
- **Insurance:** 3.4%
- **Higher Education:** 3.3%
- **Banking:** 2.9%
- **Manufacturing:** 2.4%
- **Retail:** 2.4%
- **Other:** 38.0%

---
## Alternatives

### Alternatives to OpenText Service Management Automation X (SMAX)

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### Alternatives to ServiceNow IT Service Management

- [Freshservice](https://www.g2.com/products/freshservice/reviews) — 4.6/5 stars (1350 reviews)
- [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) — 4.3/5 stars (991 reviews)
- [SolarWinds Service Desk](https://www.g2.com/products/solarwinds-service-desk/reviews) — 4.3/5 stars (786 reviews)
- [ManageEngine ServiceDesk Plus](https://www.g2.com/products/manageengine-servicedesk-plus/reviews) — 4.2/5 stars (250 reviews)
- [NinjaOne](https://www.g2.com/products/ninjaone/reviews) — 4.7/5 stars (5025 reviews)
- [SysAid](https://www.g2.com/products/sysaid/reviews) — 4.5/5 stars (753 reviews)
- [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) — 3.7/5 stars (297 reviews)
- [Ivanti Neurons for ITSM](https://www.g2.com/products/ivanti-neurons-for-itsm/reviews) — 4.0/5 stars (296 reviews)
- [IFS assyst](https://www.g2.com/products/ifs-assyst/reviews) — 3.5/5 stars (14 reviews)
- [Autotask](https://www.g2.com/products/autotask/reviews) — 4.3/5 stars (632 reviews)

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## Top Discussions

### OpenText Service Management Automation X (SMAX)

No discussions available for this product.

### ServiceNow IT Service Management

- Title: [What is ServiceNow IT Service Management used for?](https://www.g2.com/discussions/what-is-servicenow-it-service-management-used-for) — 3 comments
  > **Top comment:** "ServiceNow IT Service Management (ITSM) is a cloud-based platform designed to streamline and automate IT service delivery and support within organizations...."
- Title: [What is ServiceNow software used for?](https://www.g2.com/discussions/what-is-servicenow-software-used-for) — 2 comments
  > **Top comment:** "Industries used in 
Healthcare
Financial services
Government
Manufacturing
Telecommunications
Education

Platform can also be used for..."
- Title: [What is the ServiceNow now platform?](https://www.g2.com/discussions/what-is-the-servicenow-now-platform) — 2 comments
  > **Top comment:** "Service now platform is a crm tool and rh tickets tool used for multiple tasks, use to create incidents of the issue relate to any software or tool employees..."
- Title: [What features of ITIL are utilized by the ServiceNow platform?](https://www.g2.com/discussions/what-features-of-itil-are-utilized-by-the-servicenow-platform) — 1 comment
  > **Top comment:** "Following are some of the advantages of using ServiceNow ITIL:

It allows us to develop an evident capability model that coordinates with enterprise..."
- Title: [What are the features of service management?](https://www.g2.com/discussions/what-are-the-features-of-service-management) — 1 comment
  > **Top comment:** "full life cycle for any ITIL process which is clearly defined in service now."

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**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/opentext-service-management-automation-x-smax-vs-servicenow-it-service-management)