--- title: OpenText Service Management Automation X (SMAX) Reviews meta\_title: 'OpenText Service Management Automation X (SMAX) Reviews 2026: Details, Pricing, & Features | G2' meta\_description: Filter 72 reviews by the users' company size, role or industry to find out how OpenText Service Management Automation X (SMAX) works for a business like yours. aggregate\_rating: rating\_value: 4.2 review\_count: 72 scale: '5' date\_modified: '2026-08-09' parent\_category: name: IT Management url: https://www.g2.com/categories/it-management --- # OpenText Service Management Automation X (SMAX) Reviews & Product Details Claimed ###### Profile Status This profile is currently managed by OpenText Service Management Automation X (SMAX) but has limited features. Are you part of the OpenText Service Management Automation X (SMAX) team? [Upgrade your plan](https://sell.g2.com) to enhance your branding and engage with visitors to your profile! OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money. * * * Seller [OpenText](https://www.g2.com/sellers/opentext) Discussions [OpenText Service Management Automation X (SMAX) Community](https://www.g2.com/products/opentext-service-management-automation-x-smax/discuss) Languages Supported Arabic, Danish, German, Greek, French, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Chinese (Simplified) Solution Type All-in-One Overview by Trish Schnupp Show More ## Value at a Glance Averages based on real user reviews. ### Time to Implement 8 months ### Return on Investment 19 months [ View More Pricing Information ](https://www.g2.com/products/opentext-service-management-automation-x-smax/pricing) ## Top-Rated Alternatives [ ![ServiceNow IT Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "ServiceNow IT Service Management") ServiceNow IT Service Management 4.5/5(1,948) ](https://www.g2.com/products/servicenow-it-service-management/reviews) [ ![Jira Service Management](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Jira Service Management") Jira Service Management 4.3/5(991) ](https://www.g2.com/products/jira-service-management/reviews) [ ![BMC Helix ITSM](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "BMC Helix ITSM") BMC Helix ITSM 3.7/5(297) ](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) [ View All Alternatives ](https://www.g2.com/products/opentext-service-management-automation-x-smax/competitors/alternatives) ## User Insights Average based on 72 real user reviews. Implementation Time 8 months Perceived Cost $$$$$ [Log in to unlock pricing and user insights](/login) JR Jorge R. Owner Luxury Goods & Jewelry Small-Business (50 or fewer emp.) 10/17/2023 "Compatibility issues and project delays" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? The continuous updates and integration with cloud services are good. The support use some improvement. Overall its the choice in the market. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? This limits developers from utilizing their skills and customizing options as needed. Thses are compromises during the development process. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? It helps our business by enabling us to deliver high quality applications to our clients. The automated testing and delivery procedures simplify our development workflow.These applications are bug free that satisfy our customers. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite JN Jonathan N. Web Developer Education Management Enterprise (\> 1000 emp.) 10/8/2023 "Application Development and its integration" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? SRC provides a knowledge base and helpful KB articles. The integration of the product with cloud services is good. It keeps getting better with updates. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? Application Development, Test, & Delivery falls short is its integration capabilities. This leads to inefficiencies. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? Test,& Delivery solves the difficulties of developing and testing applications. This improves our business as it enables us to deliver high quality software. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite MM Mihir M. Sales Manager Mid-Market (51-1000 emp.) 11/20/2023 "Review on Application Development, Test, & Delivery" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? Application Development, Test, & Delivery is easy to use. Saves time, improves accuracy Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? As of now, there are no downsides to mention because of the limitation of the use. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? Simplifying the process of planning, creating, testing, and deploying an information system Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite GK Gowtham K. Mid-Market (51-1000 emp.) 11/20/2023 "Smax for beginners" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? Most helpful for ticketing via mail and sms configuration Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? Upgration of tools can consume more storage Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? To assign the tickets for various parameters Review collected by and hosted on G2.com. Show More Validated ReviewerSource: Organic ![Rajdeep P.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rajdeep P.") RP Rajdeep P. Quality Engineer Enterprise (\> 1000 emp.) 10/20/2023 "Application Developement Process" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? Easy in use, It helps in enhanced user experience, hence helps in multiple type of testing. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? I myself nothing dislike about developement, test & delivery Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? It helps in manage unstructured data. It reduces lack of visibility and tracking. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Rachit G.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rachit G.") RG Rachit G. Service Delivery Manager Enterprise (\> 1000 emp.) 4/6/2023 "Good monitoring tool for synthetic and real user monitoring" 4/5 What do you like best about OpenText Service Management Automation X (SMAX)? It helps to manage a vast enterprise providing Synthetic and real user monitoring. It also help to manage a lot templated and customized reporting Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? Real user monitoring part is not efficiently managed. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? It helped me for the better reporting while playing the SLM role. Review collected by and hosted on G2.com. Show More 4/10/2023 Validated ReviewerSource: Organic Review from User Profile ![Tawanda S.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Tawanda S.") TS Tawanda S. Data Specialist Enterprise (\> 1000 emp.) 9/13/2022 "Smart service request portal." 4/5 What do you like best about OpenText Service Management Automation X (SMAX)? User-friendly UI with clear service category tags to make navigation easier. The FAQs are very helpful for resolving common queries without waiting for ticket processing. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? There is no reminder/ renotify button for tickets that do not get responded to on time. Auto escalation of unattended service requests unclear. Change priority level from low to high option not available Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? Full utilization of AI in IT Service Management, and SMAX algorithms have great potential in that regard. Secondly, remote service glitch debugging is convenient and efficient. Thirdly, there is visibility in ticket assignment for ease of follow ups Review collected by and hosted on G2.com. Show More Current UserValidated ReviewerIncentivizedSource: G2 invite ![Verified User in Government Administration](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Government Administration") UG Verified User in Government Administration Mid-Market (51-1000 emp.) 6/14/2022 "Overall it was beneficial to our company." 4/5 What do you like best about OpenText Service Management Automation X (SMAX)? It's simple to learn and use. Again the simplicity for users to use product. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? None. As MicroFocus provides a complete enterprize ITOM end to end. Review collected by and hosted on G2.com. Recommendations to others considering OpenText Service Management Automation X (SMAX): Ask for a trial and try it's feature. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? SMAX provided us quicker and more efficient IT support for our users in our company. By giving quicker and more efficient IT support for users it has provided a more agile business that performs at high level. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Verified User in Financial Services](/assets/icons/anonymous-avatar-purple-4ae1032bdb50ee5682003170c8184aee790d25958bd397abbd384ba52c596a7b.svg "Verified User in Financial Services") CF Verified User in Financial Services Small-Business (50 or fewer emp.) 2/6/2022 "Micro Focus Service Management Automation X (SMAX) Review" 4/5 What do you like best about OpenText Service Management Automation X (SMAX)? Micro Focus Service Management Automation X (SMAX) helps in creating and resolving tickets quickly with screenshot feature and creating incident automatically and assign it to ServiceDesk, hence removing manual work of trackling and assigning. It also helps groupgin common incident areas and giving insights to tackle them to reduce common issues. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? Configuration and training through Micro Focus Service Management Automation X (SMAX) for ticket categorization needs effort. There can be industry-specific solutions for common problems. Review collected by and hosted on G2.com. Recommendations to others considering OpenText Service Management Automation X (SMAX): Micro Focus Service Management Automation X (SMAX) is good with AI capability for ITSM processes. Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? We used Micro Focus Service Management Automation X (SMAX) for rasining ticket quickly prioving snapshot feature and rainsing incidnts automatically by the tool and analyzing and assigning them automatically to the respective team. We also used same for service management purposes. Review collected by and hosted on G2.com. Show More Validated ReviewerIncentivizedSource: G2 invite ![Rolf F.](/assets/transparent-ad5be28fbcd25b7b08d2cebe1d957125437fb5407d75ee717965ad22c8808791.gif "Rolf F.") RF Rolf F. Daglig leder (CEO) & Partner Small-Business (50 or fewer emp.) 11/8/2019 "Digital Service Management for the entire enterprise" 5/5 What do you like best about OpenText Service Management Automation X (SMAX)? Ease of use and ease of configuration - all using a responsive HTML interface. Additionally, it is easy to add more functionality through the Studio. Recent additions such as Native SACM (fully integrated Configuration Management and Universal CMDB) and HCMX (Hybrid Cloud Management) increase the already wide area of use. Review collected by and hosted on G2.com. What do you dislike about OpenText Service Management Automation X (SMAX)? Repporting is mostly for dashboard/graphing, rather than for printed reports. These need to be developed outrside the product. Review collected by and hosted on G2.com. Recommendations to others considering OpenText Service Management Automation X (SMAX): 1. Adopt the processes of SMAX as they are, rather than trying to adapt it to your old (existing) processes. 2. Utilise the conifguration capabilities to implement digital service management for the entire business; request and service management are not only IT requirements! Review collected by and hosted on G2.com. What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you? We use SMAX for our customer support - as a reseller of mulitple software products, and a SaaS vendor, we have a number of customers who submit support request, service requsts and order services through SMAX. Review collected by and hosted on G2.com. Show More 1/26/2021 Current UserValidated ReviewerSource: Organic ## Pricing Insights Averages based on real user reviews. ### Time to Implement 8 months ### Return on Investment 19 months ### Perceived Cost $$$$$ [ View More Pricing Information ](https://www.g2.com/products/opentext-service-management-automation-x-smax/pricing) OpenText Service Management Automation X (SMAX) Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_9506dca4f09306207fda64e09c5b171a/jira-service-management.png "Product Avatar Image") Jira Service Management 4.3/5(991) [ Compare Now ](https://www.g2.com/compare/jira-service-management-vs-opentext-service-management-automation-x-smax) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_5cdc7578c5863d7282f633ee8d335149/bmc-software-bmc-helix-itsm.png "Product Avatar Image") BMC Helix ITSM 3.7/5(297) [ Compare Now ](https://www.g2.com/compare/bmc-software-bmc-helix-itsm-vs-opentext-service-management-automation-x-smax) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_2d37e8b26a37a89c8c11df56761f5da8/ca-service-desk-manager.png "Product Avatar Image") Clarity SM 4.2/5(20) [ Compare Now ](https://www.g2.com/compare/ca-service-desk-manager-vs-opentext-service-management-automation-x-smax) ##### ##### OpenText Service Management Automation X (SMAX) Features Incident Management Automate Ticket Routing Ticket Prioritization Ticket Notifications Reporting Dashboards Time Tracking Surveys Access & Usability Mobile Self Service Active Directory [ View More Features ](https://www.g2.com/products/opentext-service-management-automation-x-smax/features) ##### Categories on G2 [IT Service Management (ITSM) Tools](https://www.g2.com/categories/it-service-management-itsm-tools)[Service Desk](https://www.g2.com/categories/service-desk) ##### Explore More [Which fleet management platforms actually cut down on manual work for dispatchers and fleet managers without adding more complexity to their day?](https://www.g2.com/discussions/which-fleet-management-platforms-actually-cut-down-on-manual-work-for-dispatchers-and-fleet-managers-without-adding-more-complexity-to-their-day)[Best software for automating AP in tech startups](https://www.g2.com/discussions/best-software-for-automating-ap-in-tech-startups)[customer success software](https://www.g2.com/discussions/what-do-you-look-for-when-choosing-a-customer-success-software) [What is the highest-rated enterprise service bus for rapid legacy system connectivity in financial services?](https://www.g2.com/discussions/what-is-the-highest-rated-enterprise-service-bus-for-rapid-legacy-system-connectivity-in-financial-services)[Which insurance policy administration platforms streamline quoting, binding, rating and renewal processes efficiently for carrier teams?](https://www.g2.com/discussions/which-insurance-policy-administration-platforms-streamline-quoting-binding-rating-and-renewal-processes-efficiently-for-carrier-teams)[Pros and Cons Details](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?qs=pros-and-cons) [Show MoreShow Less](javascript:void(0);)