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."Jira lets us customize the workflow to meet our requirements. The email and alert features are also handy."
"JIRA SD also helps for much better feedback on the work being done. All colleagues can see what is happening."
"This is a flexible tool for logging and tracking issues efficiently."
"JSM's best feature is the integration with other Jira products."
"This service management solution has a good user interface. It helps improve your IT request requirements and makes tracking requests easier."
"The automations will really help the company by delegating work the way your company operates."
"The customer portal with connection with our knowledge base has been most valuable."
"One of the best things about JIRA is that it searches for answers while questions are being typed so some tickets do not need to be submitted."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"This is a cordless application that can be used throughout any organization."
"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 tool is very easy to use."
"The documentation needs improving, it's difficult to find specific procedures."
"It would be better if it had capabilities to connect to mobile applications (e.g., Whatsapp)"
"With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
"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."
"Currently lacks an asset management module that can affect deployment."
"The solution should be more formalized. It could be more user-friendly."
"The performance in cloud service management could be improved."
"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."
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JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews while OpenText Service Management Automation X (SMAX) is ranked 19th 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, BMC Helix ITSM, Freshdesk and Salesforce Service Cloud, whereas OpenText Service Management Automation X (SMAX) is most compared with ManageEngine ServiceDesk Plus, OpenText Service Manager, Clarity SM and Ivanti Neurons for ITSM. See our JIRA Service Management vs. OpenText Service Management Automation X (SMAX) report.
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