We performed a comparison between ManageEngine ServiceDesk Plus 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."The product scales up effortlessly and you can easily add users."
"The tool's most valuable feature is task creation. The tickets get timestamps as well."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"It's stable."
"I like the catalog features and workflow. I also like the knowledge space."
"The most valuable feature of ManageEngine ServiceDesk Plus is change management."
"It's very easy to customize the tool to your business needs."
"Service Catalog and Project Management are awesome features. Customers love them because they are easy to use and simple to install."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"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."
"This is a cordless application that can be used throughout any organization."
"The tool is very easy to use."
"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."
"There's no native integrations between the systems."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
"The service delivery could be improved."
"We should be able to monitor the performance of assets, not only documents. For example, printers. We should be able to monitor ink levels and get notifications when the ink is low. In another operation manager I use, they send me a notification when the device is off, or has something to perform."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"Improvement is needed in the Software Assets Management functionality."
"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 contract management feature can be improved."
"The product's connectivity with third-party products is an area of concern where improvements are required."
More ManageEngine ServiceDesk Plus Pricing and Cost Advice →
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Management Automation X (SMAX) is ranked 16th in IT Service Management (ITSM) with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Freshdesk, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management and Ivanti Neurons for ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Management Automation X (SMAX) report.
See our list of best IT Service Management (ITSM) vendors.
We monitor all IT Service Management (ITSM) reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.