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."The most valuable feature of the solution is its SLA, which everybody wants when it comes to a service-based offering."
"The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well."
"Provides excellent management features."
"Allows customized processes for our service contracts."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"The automation feature in JIRA Service Management is beneficial, and that's yet to be available in ServiceNow. ServiceNow doesn't have the flexibility to automate processes."
"One of the valuable features is that an automatic response or action can be taken on tickets."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"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."
"This is a cordless application that can be used throughout any organization."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"Integration could be improved."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"Jira Service Management should be more user-friendly."
"JSM's ability to handle large volumes of emails isn't great."
"I don't think the program is very scalable."
"In general, JIRA has no relation to customers or financials. Therefore, marketplace add-ons are needed to make it work for customer-facing systems."
"When you raise a ticket with Jira, there's no ability to see your other JIRA tickets."
"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."
"The product's connectivity with third-party products is an area of concern where improvements are required."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
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 4 reviews. JIRA Service Management is rated 8.2, while OpenText Service Management Automation X (SMAX) is rated 8.0. 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, Freshdesk, BMC Helix ITSM and Salesforce Service Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with ManageEngine ServiceDesk Plus, Ivanti Neurons for ITSM and Clarity SM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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