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- Clarity SM-vs-OpenText Service Management Automation X (SMAX)
Compare CA Service Desk Manager and OpenText Service Management Automation X (SMAX) 
- Users report that CA Service Desk Manager excels in its Help Desk functionality, receiving a score of 9.0, while OpenText SMAX follows closely with a score of 9.3, indicating a strong performance in managing customer inquiries and support tickets.
- Reviewers mention that CA Service Desk Manager's Change Management feature is robust, scoring 9.0, which is slightly lower than OpenText SMAX's 9.2, suggesting that both products effectively handle change requests but SMAX may offer a more refined experience.
- G2 users highlight the superior Process Workflow capabilities of OpenText SMAX, which scored 9.4 compared to CA Service Desk Manager's 8.3, indicating that SMAX provides a more streamlined and efficient workflow for incident management.
- Users on G2 report that CA Service Desk Manager's Automation features shine with a score of 9.4, outperforming OpenText SMAX's 8.3, suggesting that CA Service Desk Manager may offer more advanced automation options for ticket handling and routing.
- Reviewers mention that both products have strong Reporting capabilities, but OpenText SMAX edges out with an 8.3 compared to CA Service Desk Manager's 7.9, indicating a more comprehensive reporting suite that may better meet user needs.
- Users say that the Knowledge Base integration is slightly better in OpenText SMAX, scoring 8.3 against CA Service Desk Manager's 8.1, which suggests that SMAX may provide a more seamless experience for users looking to access knowledge articles while managing tickets.
Even though large number of users logged in simultaneously, there is no discrepancies found on the UI. Ecosystem across the CA products are seamless. servicedesk application can be accessed outside the network without compromising the security.
It is a resource hog; the UI is outdated, support has been awful, the system used to be a leader in the ITSM space, and now has completely dropped off the Gartner magic quadrant. Cost, the initial price of investment is high, and then the licensing model...
Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...
Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...
Even though large number of users logged in simultaneously, there is no discrepancies found on the UI. Ecosystem across the CA products are seamless. servicedesk application can be accessed outside the network without compromising the security.
Complete overview, all tasks/processes in one tool. Integration with IDOL gives BigData power where we need it to be: A part of our workflow. Version 9.34 with Smart Analytics improves ticket registration/ticket quality at Service Desk and combined with Hot...
It is a resource hog; the UI is outdated, support has been awful, the system used to be a leader in the ITSM space, and now has completely dropped off the Gartner magic quadrant. Cost, the initial price of investment is high, and then the licensing model...
Not probably but definitely the worst Customer Service Desk software I have encountered. The ITIL compliance and reporting might be a big draw card as well as the HP logo but that is where it ends. Administrative overhead is time consuming while the...
