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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

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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.

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Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

11/8/2019

"Simple, intuitive and user friendly Service Management Tool"

5/5

What do you like best about OpenText Service Management Automation X (SMAX)?

The tool is simple to use, thus making it very user friendly. Customization depending on different needs is simple to achieve, making it a great tool for a diversified set of users.

The codeless configuration aspects also adds to the user friendliness as it simplifies configuration tasks. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Some modules are less developed than others. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

Don't hold back questions about the tool. Ask your vendor, and run many workshops. Once you understand the tool, you will harvest much greater benefit from it. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Effective handling of tickets, greater control and reporting possibilities, and higher user satisfaction. Review collected by and hosted on G2.com.

Maxim O.

Programmer

Computer Networking

Mid-Market (51-1000 emp.)

5/26/2015

"Nice product for ticketing if it has good tuning."

4/5

What do you like best about OpenText Service Management Automation X (SMAX)?

Fast restarting if the service is broken. Nice interface for end users and a good interface for developers. SM has a deep opportunity for tunings, better if there is a company administrator of SM with at least 3 SM courses x 5 days at the HP education center (basic, administration, developer). Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

If the SM service is broken, it can't automatically report that problem. And sometimes SM can't restart its own process. Also, SM must have deep tunings according to the business process, and the out-of-the-box version does not work properly. However, that situation helps integrators to make money from implementation. For example, +40 Java scripts, +4 web interfaces, +10 paper processes, +3 integrations will take about one year for one person or half a year for three people, if those people already have experience and already have finished scripts, so that time is needed to construct processes, make some adaptations, and test the solution. If the work is done just after completing courses, then it takes much more time, for example, 3-5 years. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

Find a reputable integrator company with a competent project team and skilled programmers, a company that has successfully completed large projects before, and you want something similar to what they have done in those projects. This will be the quickest way to implement SM. Starting from scratch, waiting hours for support responses, and testing numerous scripts will cost much more money, even if you gain experience from using the product. So trust experienced people, especially if they are organized within a company. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Less time for solving IT problems. Colleagues and managers say that Service Manager helps to speed up common tasks as well. I can clearly view what happens with my ticket, view priority, time, the person who takes the ticket, all contact information - telephones and emails, organization information. And I have a fast response and the opportunity to use SM from any device with a browser. Review collected by and hosted on G2.com.

Tamanna M.

Senior Software Engineer

Information Technology and Services

Enterprise (> 1000 emp.)

8/28/2017

"HPE service Manager Advantages and Features "

4/5

What do you like best about OpenText Service Management Automation X (SMAX)?

Here there is lot of customizing options are there here almost you can customize everything as per you requirement and company policy.It is having high integration and deployment capacity. It is also providing out of the box email ticket creation which is very good feature.stability is good as you can configure all the things according to the load that you are managing.It is very flexible as we can easily integrate this with many third party application to get more functionality.Call logging and escalation feature is best advantage of it to keep a track of everything.The reporting feature is very valuable as you can generate complete report as per our requirement so can can get a clear idea.From pricing prospective it is also convenience and it provides very good customer support for each and every problem. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Some times it will creates some issue with deployment.They can improve web support of custom application and upgrades.user interface is not so good they can make it more user friendly.The pricing of third party application is bit high so they can add some new feature to make it more efficient and convenience. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

i will strongly recommend this because it is very easy to use and it give complete managing solution.Lot of functionality and plugins are there which make Managing task and tracking its status very easy.From pricing prospective also is it convenience. 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 are using HPE service Manager mostly for help desk and service management process.It is also used to create automatic email ticket creation and tracking the status of issue and its process. Review collected by and hosted on G2.com.

Kunal G.

Senior Manager

Information Technology and Services

Mid-Market (51-1000 emp.)

12/6/2017

"It Is A Stable Product, Scalable, Good Support, Right Solutions, Easy To Setup"

4.5/5

What do you like best about OpenText Service Management Automation X (SMAX)?

What I like best about HPE Service Manager is while it is a solution that does work out of the box with some configuration its real strength is its ability to change for your organization's infrastructure Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

HPE has a hosted solution and people think ServiceNow is the be all. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

I Like The Flexibility And The Integrity Of The Product. 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's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably. Review collected by and hosted on G2.com.

Verified User in Airlines/Aviation

Mid-Market (51-1000 emp.)

8/22/2017

"A featured but aged software"

3/5

What do you like best about OpenText Service Management Automation X (SMAX)?

Vast variety of available processes although I have not used many of them. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Interface is quite counterintuitive and bulky

Many bugs noticed, not sure if it's because of the customizations done by the vendor but the Change Management process stuck at stages for unknown reasons and the help desk team has to click on each request to activate.

Upon session expiry, when you logs-in back the system doesn't take you back to the page you were at.

Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

When it comes to software, I wouldn't recommend opting HP. Better go for lighter and more intuitive alternatives, especially if you have software change management lifecycle to be managed from Change Request to the deployment. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Paperless Change Management Process

Paperless Service Management

Paperless IT Support Helpdesk Review collected by and hosted on G2.com.

Edrick G.

Teacher

Small-Business (50 or fewer emp.)

11/30/2017

"Great service management solution"

4/5

What do you like best about OpenText Service Management Automation X (SMAX)?

Allows for quick offloading of repetitive tasks and allows end user self service Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Some aspects of the solution can be a little difficult to setup Review collected by and hosted on G2.com.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

11/9/2017

"MicroFocust Service Support Manager - Review"

4.5/5

What do you like best about OpenText Service Management Automation X (SMAX)?

It is a Process-driven tool. It reconfigure processes through a graphical interface that eliminates hand-scripting. Email ticket creation. Reporting process Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Configuration cost: It's little expensive. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

Strongly recommend - Easy to use as well as there is a lot of functionalities. Also, you can customize the way you like. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Email ticket creation is helped us greatly in tracking the status of issues and bring them to closure. Review collected by and hosted on G2.com.

Alex C.

IT Business Systems Reporting Architect

Electrical/Electronic Manufacturing

Enterprise (> 1000 emp.)

12/8/2016

"Good product that evolves quickly! "

4/5

What do you like best about OpenText Service Management Automation X (SMAX)?

There is almost always a way to do some sort of challenge you are presented with. I don't think we have had something that we cant do yet in service manager. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Sometimes the upgrades can be lengthy depending on how much custom code is added. It would be good to know what is required in an upgrade before you start making custom changes to code etc. Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

Spend time working out what you really want, Dont try and make a replica of your current system! The main problem we have come up against is we spent far too much time and effort trying to replicate openview into HP service manager rather than look at the solution with a fresh set of eyes. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Approval for software/hardware requests have been so much easier, the onus Is back on the business to make sure they approve requests rather than IT chasing people for approval. This allows us to be able to spend more time doing the tasks we need to do rather than chasing approvals. Review collected by and hosted on G2.com.

Santhosh G.

Solutions Architect

Information Services

Small-Business (50 or fewer emp.)

4/18/2017

"The Best Process Designer"

4.5/5

What do you like best about OpenText Service Management Automation X (SMAX)?

Process Designer

Context Aware Search powered by IDOL Engine

Dashboards Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

Though dashboards are built on HTML5 majority of HPE SM screens uses older version of HTML

Self Service Portal Review collected by and hosted on G2.com.

Recommendations to others considering OpenText Service Management Automation X (SMAX):

Pros: Its a great tool with excellent features such as process designer and smart analytics. Process designer of HPE SM is really a top-notch and no other ITSM tools process designer is near to it.

Cons: I personally feel there is a lack of right investment on this great product. Based on the market trends HPE lacking behind in unifying the power of their other product capabilities like orchestration, discovery and asset management. Review collected by and hosted on G2.com.

What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?

Automating ITSM processes

Visitor Registration process (non-IT process)

Transforming Equipment Service Centre to paperless Review collected by and hosted on G2.com.

Verified User in Financial Services

Enterprise (> 1000 emp.)

3/17/2016

"Great Experience"

3.5/5

What do you like best about OpenText Service Management Automation X (SMAX)?

I liked that there were so many tools in one ticket system and has a great and accessible interface. Review collected by and hosted on G2.com.

What do you dislike about OpenText Service Management Automation X (SMAX)?

I'm not sure what would happen if the service just stopped working, and I feel like if there is an issue it would be hard to back bounce from. Review collected by and hosted on G2.com.