It's been two months since this profile received a new review

OpenText Service Management Automation X (SMAX) Reviews & Product Details

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

Discussions

OpenText Service Management Automation X (SMAX) Community

Languages Supported

Arabic, Danish, German, Greek, French, Italian, Japanese, Korean, Dutch, Norwegian, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, Chinese (Simplified)

Product Description

OpenText™ SMAX is a SaaS-based solution that delivers a smart approach to IT and enterprise service management with built-in analytics, codeless configurations, and private generative AI chatbots.

Overview by

Trish Schnupp

Value at a Glance

Averages based on real user reviews.

Time to Implement

8 months

Return on Investment

19 months

View More Pricing Information

Top-Rated Alternatives

ServiceNow IT Service Management

4.4/5

(1,107)

Jira Service Management

View All Alternatives

OpenText Service Management Automation X (SMAX) Media

OpenText Service Management Automation X (SMAX) Demo - Self-service Portal

Give users one central catalog and a single portal where they can easily request IT and non-IT services.

OpenText Service Management Automation X (SMAX) Demo - Private Generative AI Chatbot

Empower users to resolve common support requests with the help of private generative AI chatbots.

OpenText Service Management Automation X (SMAX) Demo - Hot Topic Analytics

Identify patterns across incidents to quickly spot problem areas for further investigation.

OpenText Service Management Automation X (SMAX) Demo - Codeless Configuration

Create or modify modify user defined applications with workflows, business rules, forms, notifications, reports, and actions without writing code.

OpenText Service Management Automation X (SMAX) Demo - Multi-tenancy

Deploy multiple tenants per installation and view and edit records from these tenants in a single user interface.

G2 reviews are authentic and verified.

Here's how.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.