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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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Romario G.

Desktop Support Team Lead

Law Practice

Enterprise (> 1000 emp.)

4/28/2015

"Hp service manager has gotten better"

3.5/5

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.

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

HP the brand itself is a company we can trust. why not try 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?

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. Review collected by and hosted on G2.com.

Verified User in Hospital & Health Care

Enterprise (> 1000 emp.)

3/26/2015

"HPSM: A Work in Progress"

3/5

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.

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

Explore all of your options and don't make a quick decision. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Flavien R.

IT Service Delivery Manager

Airlines/Aviation

Enterprise (> 1000 emp.)

7/7/2015

"HP Service Manager"

4.5/5

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.

General Manager

Enterprise (> 1000 emp.)

4/13/2015

"easy to use! "

4.5/5

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.

Client Service Analyst

Primary/Secondary Education

Enterprise (> 1000 emp.)

4/21/2015

"Hp Service Manager Experience "

4/5

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.

Customer Service Representitve

Insurance

Enterprise (> 1000 emp.)

3/25/2015

"HPSM Review"

4/5

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

Enterprise (> 1000 emp.)

3/26/2015

"Solid product but has room for improvement"

2/5

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

Enterprise (> 1000 emp.)

4/21/2015

"HP Service Manager Review"

5/5

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

Enterprise (> 1000 emp.)

3/25/2015

"Its ok"

1/5

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

Mid-Market (51-1000 emp.)

4/7/2015

"excellent"

5/5

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.