We performed a comparison between JIRA Service Management 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."Allows customized processes for our service contracts."
"This solution has helped us a great deal in project management tracking and forecasting."
"The simplicity is good for our clients. The price is good."
"The most valuable feature of this solution is that it is user-friendly."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"The platform is easy to use."
"Auditing team uses this solution to track audit findings and follow-up."
"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."
"The tool is very easy to use."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"This is a cordless application that can be used throughout any organization."
"The deployment can be a bit complex, especially for those who are not technical."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"JSM's ability to handle large volumes of emails isn't great."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"In-built chat is missing in JIRA Service Management."
"Jira Service Management should be more user-friendly."
"The pricing could be better."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"The solution lacks sufficient documentation."
"The contract management feature can be improved."
"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."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Management Automation X (SMAX) is ranked 16th in IT Service Management (ITSM) with 5 reviews. JIRA Service Management is rated 8.2, while OpenText Service Management Automation X (SMAX) is rated 8.2. The top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". 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". JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and Salesforce Service Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with ManageEngine ServiceDesk Plus and Ivanti Neurons for ITSM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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