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."It scales well."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"Service Management is great if you're an Atlassian shop already using JIRA for the development team and you want another tool for help desk ticketing. When it's all under the same umbrella, I can easily take a ticket from the help desk and move it to the development team. You can't beat that integration between two products."
"We use JIRA Service Management for tracking purposes, planning, and execution."
"Easily integrates with other tools."
"It makes the IT department more transparent and helps the employees."
"The customer portal with connection with our knowledge base has been most valuable."
"The visibility features are great."
"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."
"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."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"An improvement they could add is a better management dashboard. We only use the dashboard for the administration mode. We have a dashboard that reports the state of bugs or requirements. However, customers can only view requests that they made. We are not able to share a dashboard with our manager level customers to show them all of the requests in a quick dashboard."
"Initially, as a completely new user, the interface was not very user-friendly, with many cluttered options."
"The solution should be more formalized. It could be more user-friendly."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"A lot of users have said that they want a feature that was on the on-prem version of Jira and the vendor can't deliver. They're either unwilling or unable to give feature parity."
"The interface could always be updated and improved."
"JIRA Service Management should make reporting easier. I would like something integrated with DevOps tools."
"The performance in cloud service management could 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 solution lacks sufficient documentation."
"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 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 12th 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, Ivanti Neurons for ITSM and BMC Helix ITSM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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