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OpenText Service Management Automation X (SMAX)

By OpenText

4.2 out of 5 stars

How would you rate your experience with OpenText Service Management Automation X (SMAX)?

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

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Value at a Glance

Averages based on real user reviews.

Time to Implement

8 months

Return on Investment

19 months

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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OpenText Service Management Automation X (SMAX) Reviews (72)

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Reviews

OpenText Service Management Automation X (SMAX) Reviews (72)

View 1 Video Reviews
4.2
72 reviews

Pros & Cons

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Romario G.
RG
Desktop Support Team Lead
Law Practice
Enterprise (> 1000 emp.)
"Hp service manager has gotten better"
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. Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care
AH
Enterprise (> 1000 emp.)
"HPSM: A Work in Progress"
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Flavien R.
FR
IT Service Delivery Manager
Airlines/Aviation
Enterprise (> 1000 emp.)
"HP Service Manager"
What do you like best about OpenText Service Management Automation X (SMAX)?

The possibility to customize everything and the layout Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Desiree H.
DH
General Manager
Enterprise (> 1000 emp.)
"easy to use! "
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. Review collected by and hosted on G2.com.

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

I would want to see more customization within the software Review collected by and hosted on G2.com.

Chidi N.
CN
Client Service Analyst
Primary/Secondary Education
Enterprise (> 1000 emp.)
"Hp Service Manager Experience "
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 Review collected by and hosted on G2.com.

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 Review collected by and hosted on G2.com.

Matthew W.
MW
Customer Service Representitve
Insurance
Enterprise (> 1000 emp.)
"HPSM Review"
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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Insurance
UI
Enterprise (> 1000 emp.)
"Solid product but has room for improvement"
What do you like best about OpenText Service Management Automation X (SMAX)?

Workflows are extermely useful. The linking of parent/child tickets is easy. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Government Administration
UG
Enterprise (> 1000 emp.)
"HP Service Manager Review"
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 Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services
AI
Enterprise (> 1000 emp.)
"Its ok"
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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Verified User in Civic & Social Organization
AC
Mid-Market (51-1000 emp.)
"excellent"
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. Review collected by and hosted on G2.com.

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

There was nothing I didn't like about the program Review collected by and hosted on G2.com.

Pricing Insights

Averages based on real user reviews.

Time to Implement

8 months

Return on Investment

19 months

Perceived Cost

$$$$$
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OpenText Service Management Automation X (SMAX) Features
Automate Ticket Routing
Ticket Prioritization
Ticket Notifications
Dashboards
Time Tracking
Surveys
Mobile
Self Service
Active Directory