OpenText Corporation

OpenText Service Management Automation X (SMAX)

6.5 /10

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What is OpenText Service Management Automation X (SMAX)?

OpenText SMAX uses built-in AI and analytics to deliver smart IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Driven by a private generative AI chatbot—OpenText IT Operations Aviator—SMAX empowers users to resolve common support requests on their own.

Company Details

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Awards & Recognition

OpenText Service Management Automation X (SMAX) won the following awards in the IT Service Management - Enterprise category

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1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

OpenText Service Management Automation X (SMAX) Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on OpenText Service Management Automation X (SMAX).

78 Likeliness to Recommend

1
Since last award

93 Plan to Renew

1
Since last award

73 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

+76 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love OpenText Service Management Automation X (SMAX)?

3% Negative

11% Neutral

86% Positive

Pros

Reliable
Performance Enhancing
Security Protects
Fair

Cons

Under Delivered

Feature Ratings

Average 73

Reporting

Integration With IT Tools

Multi Device Capability

Service Catalog

Technician Administration

Systems Management Integration

Integrated Knowledge Management

End User Self Serve

End User Support Solutions

Multi-Site Functionality

Business Application Integration

Vendor Capability Ratings

Average 75

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Vendor Support

Availability and Quality of Training

Quality of Features

Business Value Created

OpenText Service Management Automation X (SMAX) Reviews

Radhika M.

Role: Consultant
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2024

Great product

Likeliness to Recommend

8 /10

What differentiates OpenText Service Management Automation X (SMAX) from other similar products?

Great productivity with AI

What is your favorite aspect of this product?

AI integration

What do you dislike most about this product?

Nothing much

What recommendations would you give to someone considering this product?

Go for it.

Pros

Trustworthy
Helps Innovate
Continually Improving Product
Performance Enhancing

Andrea F.

Role: C-Level
Industry: Government
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2020

Excellent product

Likeliness to Recommend

10 /10

What differentiates OpenText Service Management Automation X (SMAX) from other similar products?

Micro Focus SMA provides automation capabilities for workflow that are more helpful than other products.

What is your favorite aspect of this product?

My favorite aspect of this product is the Smart Self Service with Social Collaboration.

What do you dislike most about this product?

I do not dislike anything about this product.

What recommendations would you give to someone considering this product?

My recommendations for someone to consider this product is upgrading to modern times. This software is modern, smart, and provides and engaging experience.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Role: Operations
Industry: Apparel
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Jul 2020

A good working product that cost

Likeliness to Recommend

6 /10

Pros

Unique Features
Caring
Security Protects
Reliable

Cons

Less Effective Service
Slower Product Innovation
Less Transparent

OpenText Service Management Automation X (SMAX)

What is OpenText Service Management Automation X (SMAX)?

Company Details

Need Assistance?

Awards & Recognition

OpenText Service Management Automation X (SMAX) Ratings

78 Likeliness to Recommend

1 Since last award

93 Plan to Renew

1 Since last award

73 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+76 Net Emotional Footprint

How much do users love OpenText Service Management Automation X (SMAX)?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

OpenText Service Management Automation X (SMAX) Reviews

Radhika M.

Great product

Likeliness to Recommend

Pros

Andrea F.

Excellent product

Likeliness to Recommend

Pros

A good working product that cost

Likeliness to Recommend

Pros

Cons

1
Since last award

1
Since last award

1
Since last award

Feature Ratings

Reporting

Integration With IT Tools

Multi Device Capability

Service Catalog

Technician Administration

Systems Management Integration

Integrated Knowledge Management

End User Self Serve

End User Support Solutions

Multi-Site Functionality

Business Application Integration

Vendor Capability Ratings

Product Strategy and Rate of Improvement

Ease of IT Administration

Ease of Customization

Ease of Data Integration

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Vendor Support

Availability and Quality of Training

Quality of Features

Business Value Created