--- 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 **Vendor:** OpenText **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 72 ## About OpenText Service Management Automation X (SMAX) 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. ## OpenText Service Management Automation X (SMAX) Pros & Cons **What users like:** - Users find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing. (2 reviews) - Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively. (2 reviews) - Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates. (2 reviews) - Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX. (1 reviews) - Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services. (1 reviews) - Time Management (1 reviews) **What users dislike:** - Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes. (1 reviews) - Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills. (1 reviews) ## OpenText Service Management Automation X (SMAX) Reviews ### 1. Ho Service Manager **Rating:** 4.5/5.0 stars **Reviewed by:** James J. | Solutions Consultant, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** March 30, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Mature service delivery desk that maintains current, and always-evolving business processes, which are also closely linked and parallel the ITIL process's. Service Manager maintains a large family of applications within a single framework that improves the resolution time of issues, while providing a centralized request and support hierarchy where all business areas/users navigate first. The flexibility of the open system allows for ongoing continuing process improvement and therefor perpetually saving costs to the business customer. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Still maintains some of the archaic base architecture in the form of outdated library coding function calls back to the days of old when ServiceCenter existed, but primarily, there is not much documentation available to assist developers and administrators in maintaining the product. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** The advantage of a centralized multifaceted business application such as Service Manager, allows for a much simpler availability of reporting data. A centralized database housing all change management, incident, problem and configuration data removes the headache of federating data across multiple platforms, and instead utilizes a single RDBMS. ### 2. Used the product for about 5 years at a Big Four Accounting Firm **Rating:** 3.5/5.0 stars **Reviewed by:** Sanjay M. | IT Specialist, Non-Profit Organization Management, Mid-Market (51-1000 emp.) **Reviewed Date:** March 25, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I felt the software had enough fields to fully describe/capture the issue that needed to be captured. It was nice to be able to have customized views. For the most part the software seemed to be fast and responsive. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I wish it would have been easier to create customized views. Creating such views were a little difficult and since I have not used the product in over a year now it is a bit difficult to remember, but I do remember there was a certain view that I wanted to create which at the time would have made my job easier but I could not create it because certain fields were not available. Also I felt the search results were some times lacking and not pulling up tickets that I knew existed. Additionally, I wish we did not have to switch between incidents and the initial view (I can't remember what it was called at the moment). It would have been nice to have just 1 ticket that captured everything. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Overall I feel this is good software for a medium sized to large company to use. If the software could be completely customizable than that would be the greatest benefit to any company. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** I was using this product from the perspective of a technician so I was not trying to solve any business problems. From a technician's perspective the software performed well. ### 3. HP Service Manager review **Rating:** 3.5/5.0 stars **Reviewed by:** Terrance H. | IT Infrastructure, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 13, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** If you truly know how to use this software it can truly be a good business product. I wouldn't say i have mastered this software, but i do a lot of developing and integration using this software thanks to my schooling and work background. its a good product. **What do you dislike about OpenText Service Management Automation X (SMAX)?** As my fellow co workers would say. This software can be a little clunky at times. I feel like the user interface can be alot better. I hope to see that. For example, it won't accept the start time of a task, but also won't allow you to change it. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** As previously stated, the interface is not intuitive and very inflexible. There are numerous usage paths to take that lead to dead ends - where you have to contact an administrator to delete a task or configuration item just to proceed. ### 4. Enjoying it so far, we will see **Rating:** 3.0/5.0 stars **Reviewed by:** Ezedube G. E. | Administrator-in-Training, Hospital & Health Care, Enterprise (> 1000 emp.) **Reviewed Date:** April 15, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I have liked my experience with HP so far. I like the added feature to email ticket details and give updates. Additionally, I am able to access the crystal reports and its capabilities. I am enjoying this product so far. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I would like to see the ability to undo functions in the description field - that would help a lot. Something else I noticed that could be approved would be allowing us to view history within a non-infuriating way. I had a few instances, not too many, when the application crashed. Maybe that can be fixed with an update. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** I am working on a set of processes to handle service delivery and support quickly. Our business had been running faster, so far. ### 5. HP Service Manager Review **Rating:** 3.0/5.0 stars **Reviewed by:** Christopher K. | Hardware Technician (PCs & Macs), Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** March 23, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** •Opening Incident •Closing Incident •Re-Opening Incident •Updating Incident •Retrieving Incident List •Retrieving Incident Details **What do you dislike about OpenText Service Management Automation X (SMAX)?** Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the customer still waits for a simple problem to be resolved where other systems can do it in half the time if not less. The layout of the interface is terrible, although configurable, still counterproductive. Makes me wonder how crap previous versions were. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** My use of the HP Service was limited to opening/updating tickets as part of a job's workflow (for example should a process fail to complete normally). ### 6. Highly flexible and robust at the same time. **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Automotive | Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The product is very flexible - you have a lot of configuration and customization options and literally are open to implement and tweak the process how you think it works best. Especially when using the HP Service Manager together with other HP Products ( like uCMDB, or BSM ) you can make use of a strong portfolio. **What do you dislike about OpenText Service Management Automation X (SMAX)?** In my opinion the debug options can be improved - as a large time of developing is consumed with finding the proper place where to adjust coding. With the new Process Designer this area has been largely improved though. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** If you are looking for a product with offers a broad feature set out of the box, and at the same time allows you to highly configure and customize its process - then HP Service Manager should be a good option for you. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We are using the HP Service Manager for example for the Incident-, and Change Management process implementation and by that support or enable all the services who are depending on those processes. ### 7. Features and Functions for all occasions **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Retail | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The HTM5 interface brings a nice clean look not seen in other products and the full features make sure all requirements can be met with the relevant customisation. **What do you dislike about OpenText Service Management Automation X (SMAX)?** The product can seem a little slow due to the sheer amount of data being churned. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Incident, problem and change are the key areas that we provide but lately we have added CMDB integration with SM data being federated back to the CMDB browser. ### 8. Trainer of SM for 19 years. Subject Matter Expert **Rating:** 5.0/5.0 stars **Reviewed by:** Terry O. | Senior Technical Trainer/Consultant, Computer Software, Small-Business (50 or fewer emp.) **Reviewed Date:** April 10, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Speed, power, flexibility & built-in processes **What do you dislike about OpenText Service Management Automation X (SMAX)?** 33 year old code with overlapping tools. Service Anywhere is the answer. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Service Anywhere is the answer. If you have not looked at it in the last year, you need to see this product. It easily competes head-to-head with all those in the Magic Quadrant. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Most companies are in fire-fighting mode. Moving them to proactive or optimization are huge benefits. ### 9. HPSM Service Manager Review **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** March 27, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** HPSM Service Manager is a single app for managing Interactions, Incidents, Problems, and Changes. It allows me to easily manage any end-users issues and requests in a single interface. **What do you dislike about OpenText Service Management Automation X (SMAX)?** The biggest dislike is system performance although that could be an issue on my organization infrastructure. Also, we are not utilizing all the functions available, again, that is on our organizations end but I think cost is a facto. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Make sure your entries Active Directory are up to date and accurate **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** All user issues and requests are managed in Service Manager. It allows us to see trends by running reports on these items. ### 10. Experienced in SM starting from data management, training and process management **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** - Ability to customize Processes using Process Designer - Integration with other tools like OO and uCMDB - Ability to start Processes both from SD (Interaction) - Possibility to relate different types of tickets and the ability to raise ex. Change from KE record, Problem from Incident directly **What do you dislike about OpenText Service Management Automation X (SMAX)?** - Use of Knowledge Management, not always user friendly **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Helpful in a multi-area environment, gives the possibility to customize processes depending on size of the area (by using Process Designer). In line with ITIL v3 ### 11. Hp service manager has gotten better **Rating:** 3.5/5.0 stars **Reviewed by:** Romario G. | Desktop Support Team Lead, Law Practice, Enterprise (> 1000 emp.) **Reviewed Date:** April 28, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Hp Service manager has put in a lot into a single working app. although i did have issues with indexing. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I dont like the idea of it being Java base. it crashes way too frequently **Recommendations to others considering OpenText Service Management Automation X (SMAX):** HP the brand itself is a company we can trust. why not try it **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** reports and to record trends. its a great tool for I.T profersionals and as one of the leading ones theyve done a good job at fixing issues with the software. ### 12. HPSM: A Work in Progress **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Being able to use templates to log tickets for known issue is invaluable. Also that there are F key shortcuts for a lot of things so you can bind those buttons to your mouse to make HPSM use more efficient. **What do you dislike about OpenText Service Management Automation X (SMAX)?** HPSM, at least for our company, freezes a considerable amount throughout the day. When escalating a ticket or closing a ticket it takes a good chunk of time. Also there are a lot of fields that you do have to fill out for each ticket which makes the whole process more cumbersome than it should have to be. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Explore all of your options and don't make a quick decision. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** This tool allows us to track all of the work that we do and solev technical issues in a timely and fashionable manner. ### 13. HP Service Manager **Rating:** 4.5/5.0 stars **Reviewed by:** Flavien R. | IT Service Delivery Manager, Airlines/Aviation, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The possibility to customize everything and the layout **What do you dislike about OpenText Service Management Automation X (SMAX)?** It's a bit too white so you need to provide color in your dashboard **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Reduce incident, manage service provided ### 14. easy to use! **Rating:** 4.5/5.0 stars **Reviewed by:** Desiree H. | General Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 13, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Love it! Everything is so easy to find. I can keep up with clients and help find solutions for them! Its an awesome asset to have. Makes my life easier and I also keep my customers happy! Its a win win situation. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I would want to see more customization within the software **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Everything is easy to get a hold of. I can easily retrieve the data I need ### 15. Hp Service Manager Experience **Rating:** 4.0/5.0 stars **Reviewed by:** Chidi N. | Client Service Analyst, Primary/Secondary Education, Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** how fast easy and accurate ticket handling is and also it improves efficiency **What do you dislike about OpenText Service Management Automation X (SMAX)?** It takes a while to train someone and have them fully comprehend how easy it can be **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** The automation of trouble tickets sent in from users has mad it easy to delegate work ### 16. HPSM Review **Rating:** 4.0/5.0 stars **Reviewed by:** Matthew W. | Customer Service Representitve, Insurance, Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** HPSM Ticketing system has made our company process more efficient. we are able to assist our customers quicker and allows us to properly provide the user with access being requested **What do you dislike about OpenText Service Management Automation X (SMAX)?** System times out/ laggy. Approvals may not always create a task for us to complete. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** N/A **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Granting Access to to users/providing IT support to end users ### 17. Solid product but has room for improvement **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Insurance | Enterprise (> 1000 emp.) **Reviewed Date:** March 26, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Workflows are extermely useful. The linking of parent/child tickets is easy. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Queues do not auto refresh. In my organization we work direectly from HPSM queues and need to constantly refresh in order to see new work. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We are handling day to day customer issues . ### 18. HP Service Manager Review **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Full facilities mgt. plus asset grouping, workflow, dashboard analytics and FDA compliance. Versions: Server, Hosted, Mobile, Desktop **What do you dislike about OpenText Service Management Automation X (SMAX)?** I did not have much dislikes about this software. All in all this is the best program I have come across. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** None at the time ### 19. Its ok **Rating:** 1.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The knowledge base is a great tool that works when it is indexed properly. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Being java based, its prone to crash when others run bad queries causing downtime for the entire company. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Price price price **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** IT is everything and an IT help desk tool that is reliable is critical. We have since moved to ServiceNow. ### 20. excellent **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Civic & Social Organization | Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I love everything about HP. The software is so easy to use especially for a small to medium business. I would definitely refer this to other companies. **What do you dislike about OpenText Service Management Automation X (SMAX)?** There was nothing I didn't like about the program **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** HP software helps me generate my reports needed for the company. ### 21. Using HPSM **Rating:** 2.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** March 25, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I can quickly view what incidents are tied to me and I can keep track of what I have done. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Lack of features. Not easy to fix a mistake when creating incidents. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** To resolve end user issues that has been escalated by help desk. ### 22. Hp service manager usage **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 18, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Good for service desk, change management and task management **What do you dislike about OpenText Service Management Automation X (SMAX)?** HP service is bit slow when compared with other such tools and the extent we can customize is pretty limited **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Network support ## OpenText Service Management Automation X (SMAX) Discussions - [What does Micro Focus Service Management Automation X (Smax) do?](https://www.g2.com/discussions/what-does-micro-focus-service-management-automation-x-smax-do) - [What is service management automation?](https://www.g2.com/discussions/what-is-service-management-automation) - [What is MF Smax?](https://www.g2.com/discussions/what-is-mf-smax) - [What is Smax tool?](https://www.g2.com/discussions/what-is-smax-tool) - [View OpenText Service Management Automation X (SMAX) pricing details and edition comparison](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?page=2§ion=pricing&secure%5Bexpires_at%5D=2026-08-13+04%3A05%3A50+-0500&secure%5Bsession_id%5D=ccedd5e4-1411-4a87-9418-5585531fbb86&secure%5Btoken%5D=a5df53102b8217a9bc0e415fbbff72bc6f411f3ba28f93dc079ebc50dcf1b7e1&format=llm_user) ## OpenText Service Management Automation X (SMAX) Features **Administration** - Change Management - Asset Management - Reports & Analytics - IT Asset Management - Knowledge Management - Project Management - Service Level Agreement (SLA) Management - Task Management - Service Request Management - Release Management - Configuration Management - Ticket Management - Workflow Management - Problem Management - Incident Management - Contract/License Management - Support Ticket Management - Knowledge Base Management - Capacity Management - Availability Management - Inventory Management **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration - Real-Time Notifications **Service Desk** - Help Desk - Incident Reports - Process Workflow - Customizable Reports **Reporting** - Dashboards - Time Tracking - Surveys - Activity Tracking **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation - Real-Time Reporting **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access - Mobile Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations **Additional Functionality** - Project Management - Procurement Management - CMDB - AI Copilot - Generative AI - IT Risk Management - Service Catalog - Inventory Management - Surveys & Feedback - Chat/Messaging - Change Management - Reporting & Statistics - Task Management - Email Templates - Benchmarking - Localization Automation - Real-Time Reporting - Customer Support - Scheduled/Automated Reports - Alerts/Escalation - Release & Deployment - Email Management - Contract/License Management - Workflow Management - Problem Management - Analytics - Service Level Agreement (SLA) Management - Configuration Management - API - IT Asset Management - Remote Access/Control - Live Chat - Customizable Reports - Incident Management - Asset Lifecycle Management - Support Ticket Management - Customizable Templates - Customizable Branding **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making - Third-Party Integrations - Resource Allocation & Planning - Multi-Language **Additional Functionality** - Prioritization - Service History - Client Portal - Customizable Forms - AI Copilot - API - Service Catalog - Real-Time Notifications - SSL Security - Activity Dashboard - Real-Time Monitoring - Generative AI - Surveys & Feedback - Drag & Drop - Self Service Portal - Alerts/Notifications - Automated Responses - Customizable Branding - Customizable Templates - Support Ticket Tracking - Automated Routing - Macros/Templated Responses - Collaboration Tools - Multi-Channel Communication - Reporting & Statistics - Customizable Fields - Activity Tracking - Search - Alerts/Escalation - Access Controls/Permissions - Dashboard Creation - Remote Access & Monitoring - Asset Tracking - Chat/Messaging - Approval Process Control - Audit Trail ## Top OpenText Service Management Automation X (SMAX) Alternatives - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,825 reviews) - 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