We performed a comparison between BMC Helix ITSM 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."Initial setup is straightforward, and if you follow best practices, then future enhancements will be smoother."
"Technical support has been fine."
"The product's initial setup phase was easy."
"The most valuable features I have found to be the activity logs and the other features where you are able to continuously address issues and are able to annotate notes inside to convey them to the customer."
"The mobile features are the best part of the new version. It is easy to be notified and update your work from a mobile, which is great."
"The valuable feature for me is that it's a tool that allows me to track processes right from the initial user request."
"The most valuable features of BMC Helix ITSM are its customization ability and the addition of new features. As a built-in Suite, it covers all that is needed in the IT guidelines, which is good. Each customer has their own needs, and the customization the solution provides is beneficial."
"The most valuable features of BMC Helix ITSM are the service level management, configuration, and reporting tool."
"This is a cordless application that can be used throughout any organization."
"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."
"Our middleman provider limits the available functionality so we cannot even do our own analytics."
"There are some limitations or restrictions to using BMC Helix. For example, when we do some reporting, the reporting interface should be more user-friendly from my point of view."
"BMC Helix ITSM should improve its price."
"Smart Reporting was added, then was purchased from another vendor. We have little ability to customize and correct issues due to this."
"The reports need improvement, it is not a good functioning tool."
"It needs to be more comfortable for the end-user."
"It would also be beneficial if there was a text-based editor for the workflow rules instead of using the developer studio, which adds a lot of time when developing quick solutions to problems."
"The tool needs greater customization flexibility, particularly concerning notifications and the progressive view web page. This is significant because it encompasses various aspects like incident management, problem management, change management, work orders, and tasks. Aligning the GUI interface with these functionalities requires more flexibility."
"The product's connectivity with third-party products is an area of concern where improvements are required."
"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."
More OpenText Service Management Automation X (SMAX) Pricing and Cost Advice →
BMC Helix ITSM is ranked 3rd in IT Service Management (ITSM) with 75 reviews while OpenText Service Management Automation X (SMAX) is ranked 19th in IT Service Management (ITSM) with 4 reviews. BMC Helix ITSM is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.0. The top reviewer of BMC Helix ITSM writes "The leading service management platform for delivering intelligent, user-centric experiences". 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". BMC Helix ITSM is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshdesk and IBM Maximo, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, ManageEngine ServiceDesk Plus, OpenText Service Manager, Clarity SM and Ivanti Neurons for ITSM. See our BMC Helix ITSM 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.