We performed a comparison between Clarity SM and OpenText Service Management Automation X (SMAX) based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"You can customize it and make it work to the client's needs."
"We are benefiting by being able to put time to what our technicians are doing."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"The solution's back-end architecture is very good for end users."
"The UI is very user-friendly."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The tool is very easy to use."
"It offers a range of tools for sales and configuration. It's like a business process improvement platform, suitable for various lines of business operations."
"OpenText Service Management Automation X provides valuable features such as topic analytics for incident and problem management. It also includes natural language processing for analyzing technical descriptions. Additionally, it features a virtual chatbot capable of processing natural language to interact effectively with end users. This service enhances customer support and is not subject to the limitations often found in offerings from other vendors."
"This is a cordless application that can be used throughout any organization."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"Report solutions are a little short."
"The product needs to have a better user experience in the interface and mobile functionality."
"I would like to see the API cleaned up."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"They should enhance the service desk manager's service point function to be more customizable."
"Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated."
"The solution lacks sufficient documentation."
"The initial setup of Micro Focus Service Management Automation X (SMAX) is complicated, but once it is set up the configuration is straightforward to adapt to the users' or customers' needs."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The contract management feature can be improved."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews while OpenText Service Management Automation X (SMAX) is ranked 12th in IT Service Management (ITSM) with 5 reviews. Clarity SM is rated 7.8, while OpenText Service Management Automation X (SMAX) is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of OpenText Service Management Automation X (SMAX) writes "Offers a range of tools for sales and configuration that can be used in banks and telecom companies". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus and Ivanti Neurons for ITSM. See our Clarity SM vs. OpenText Service Management Automation X (SMAX) report.
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