We performed a comparison between OpenText Service Management Automation X (SMAX) and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."This is a cordless application that can be used throughout any organization."
"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."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"The solution is simple to set up."
"Service Manager does what it should, but it's quite outdated."
"It gives us better understanding and control of service management."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"Its flexibility and ease of customization are its most valuable features."
"Service Manager's best features are flexibility and customizability."
"It's easy to scale."
"It's pretty well-structured in modules."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The interface could be better."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."
"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
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OpenText Service Management Automation X (SMAX) is ranked 12th in IT Service Management (ITSM) with 5 reviews while OpenText Service Manager [EOL] doesn't meet the minimum requirements to be ranked in IT Service Management (ITSM) with 48 reviews. OpenText Service Management Automation X (SMAX) is rated 8.2, while OpenText Service Manager [EOL] is rated 7.2. 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". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus and Ivanti Neurons for ITSM, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, BMC Helix ITSM, IBM Maximo and JIRA Service Management.
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