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

The codeless feature allows you to enhance and develop your IT /Non-IT processes. It shipped with ITIL-aligned practices. Serve Better as ESM Review collected by and hosted on G2.com.

We see still yet more to come with the product enhancements and Ideas. The Good Thing is Microfocus always listens and acts on that. Review collected by and hosted on G2.com.

Service Management Automation, helps to simplify and optimize customer service, has a self-service module with which users can experience more agile management by having a live chat to solve minor incidents, and it is also possible to generate tickets for customer service. site which decongests the hotlines and allows to process requests more quickly. Review collected by and hosted on G2.com.

At the moment there have been no negative circumstances or events with the use of the tool, on the contrary, both the user and the technical team are satisfied with its performance. Review collected by and hosted on G2.com.

Service Management Automation X, is a fundamental piece in the effective management of cases since it has self-service functions with which the users themselves in a few steps can resolve faults or minor requirements, these requirements currently represent approximately 45% of the cases in the company. generated which through the boot or the online agent are resolved in an average time of 12 minutes, which represents less occupation of agents in the field and a greater flow of processes in closing effective cases. Review collected by and hosted on G2.com.

Service Management Automation X, it would be interesting to have an early warning system through notifications, in which you can act on an event with high risk potential, this because the tool has an automatic learning function that finds and Analyze patterns in incidents or requests. Review collected by and hosted on G2.com.

The ability to customize the tool on my own; Micro Focus community is a great place to look for answers; Micro Focus team is always ready to help solve our issues and give ideas; Interface is user friendly on both backend and frontend; SMAX implementation is really simple and fast; Administration of SMAX is easy to understand and work with. Review collected by and hosted on G2.com.

Lack of direct/apps connection with external tools; Report option, could be better, but it provides necessary requirement to export the information to another reporting tool in order to analyze data and act on it. Review collected by and hosted on G2.com.

So when we needed to find a new approach to our IT needs just so we can cater to our growing demands and higher expectations of our customers, we stumbled upon Service Management Automation X. We feel that this solution was able to help us increase our customer satisfaction and our agents' productivity. It met and exceeded our service levels and made the platform engaging to our customers. They do have 24/7 support and a service portal with smart search to assist us. Workflow automation has become an increasing need in our current situation and SMAX helps us set new standards and guidelines to remain competitive and still enable growth. Review collected by and hosted on G2.com.

Configuration to a third party can be challenging at times but with SMAX, they were able to help and provide us a step-by-step process and make sure that we are good to go with our current integration with SMAX. Review collected by and hosted on G2.com.

SMAX is so easy to set up and start using, even with advanced automation, so we can focus on organizational use-cases and get them quickly into production. In addition to standard IT Processes and the automation of customer Requests (Catalog Management), we have expanded the solution to handle our Contract Management and Demand Management. Getting Use-cases from design to production is a matter of days, not weeks or months. Review collected by and hosted on G2.com.

I would like to see an easier login to the mobile app, using standard mobile functionality like fingerprint, face recognition etc. Review collected by and hosted on G2.com.

Service Management is very robust and configurable. There are a near infinite number of options and configurations available. Review collected by and hosted on G2.com.

The UI can be clunky and un-intuitive at times. Review collected by and hosted on G2.com.

Artificial Intelligence for the end users makes it much easier to resolve issues faster. Big data analytics enables faster time to resolution and makes it easier to pin-point issues. The use of containers simplifies the deployment of the application and streamlines the upgrade process. Finally, the Studio enables customers to create new processes with ease due to the codeless configuration. Review collected by and hosted on G2.com.

It would be good to allow for the use of existing Kubernetes instances and have heard that may be an option in the future. Review collected by and hosted on G2.com.

User experience is great on all levels - for Administrators & Endusers. The codeless configuration engine is very powerful and makes it easy to implement customer based workflows, actions and offerings. Review collected by and hosted on G2.com.

Unfortunately SMAX doesn't have a reporting module inside. The Dashboards are perfect to see a live status of the system but they can hardly be used to report something to the management level. Nevertheless integrations are possible. Review collected by and hosted on G2.com.

Container technology and on cloud or on-prem option. I think it can be moved from diff environments seamlessly. Review collected by and hosted on G2.com.

I think product is not marketed well and also few delivery challenges on ground. Review collected by and hosted on G2.com.