--- title: OpenText Service Management Automation X (SMAX) Reviews meta_title: 'OpenText Service Management Automation X (SMAX) Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 72 reviews by the users' company size, role or industry to find out how OpenText Service Management Automation X (SMAX) works for a business like yours. aggregate_rating: rating_value: 4.2 review_count: 72 scale: '5' date_modified: '2026-08-04' parent_category: name: IT Management url: https://www.g2.com/categories/it-management --- # OpenText Service Management Automation X (SMAX) Reviews **Vendor:** OpenText **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 72 ## About OpenText Service Management Automation X (SMAX) OpenText™ SMAX delivers a smart approach to service management, with full capabilities for IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Empower users to self-resolve common requests with private generative AI chatbots that offer human-like responses. Give your team what they need—ITIL best-practice templates, codeless configurations, and built-in AI and analytics for automating workflows, improving processes, and solving issues. With SaaS deployment, SMAX eliminates the hassle of installation, maintenance, and upgrade. What’s more, SMAX offers flexible and affordable licensing that adapts to your business needs and saves you money. ## OpenText Service Management Automation X (SMAX) Pros & Cons **What users like:** - Users find the **ease of use** in OpenText SMAX enhances their experience and saves valuable time during testing. (2 reviews) - Users find OpenText SMAX **easy to use** , enhancing their experience and supporting various testing scenarios effectively. (2 reviews) - Users value the **seamless integrations** with cloud services and appreciate the continuous improvements through updates. (2 reviews) - Users value the **continuous updates and integration with cloud services** , enhancing their overall experience with SMAX. (1 reviews) - Users appreciate the **regular software updates** that enhance functionality and improve integration with cloud services. (1 reviews) - Time Management (1 reviews) **What users dislike:** - Users find the **integration issues** of SMAX lead to inefficiencies in application development and delivery processes. (1 reviews) - Users feel frustrated by the **limited customization** , which hinders developers' ability to fully utilize their skills. (1 reviews) ## OpenText Service Management Automation X (SMAX) Reviews ### 1. Compatibility issues and project delays **Rating:** 5.0/5.0 stars **Reviewed by:** Jorge R. | Owner, Luxury Goods & Jewelry, Small-Business (50 or fewer emp.) **Reviewed Date:** October 17, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** The continuous updates and integration with cloud services are good. The support use some improvement. Overall its the choice in the market. **What do you dislike about OpenText Service Management Automation X (SMAX)?** This limits developers from utilizing their skills and customizing options as needed. Thses are compromises during the development process. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It helps our business by enabling us to deliver high quality applications to our clients. The automated testing and delivery procedures simplify our development workflow.These applications are bug free that satisfy our customers. ### 2. Application Development and its integration **Rating:** 5.0/5.0 stars **Reviewed by:** Jonathan N. | Web Developer, Education Management, Enterprise (> 1000 emp.) **Reviewed Date:** October 08, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** SRC provides a knowledge base and helpful KB articles. The integration of the product with cloud services is good. It keeps getting better with updates. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Application Development, Test, & Delivery falls short is its integration capabilities. This leads to inefficiencies. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Test,& Delivery solves the difficulties of developing and testing applications. This improves our business as it enables us to deliver high quality software. ### 3. Review on Application Development, Test, & Delivery **Rating:** 5.0/5.0 stars **Reviewed by:** Mihir M. | Sales Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** Application Development, Test, & Delivery is easy to use. Saves time, improves accuracy **What do you dislike about OpenText Service Management Automation X (SMAX)?** As of now, there are no downsides to mention because of the limitation of the use. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Simplifying the process of planning, creating, testing, and deploying an information system ### 4. Smax for beginners **Rating:** 5.0/5.0 stars **Reviewed by:** Gowtham K. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 20, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** Most helpful for ticketing via mail and sms configuration **What do you dislike about OpenText Service Management Automation X (SMAX)?** Upgration of tools can consume more storage **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** To assign the tickets for various parameters ### 5. Application Developement Process **Rating:** 5.0/5.0 stars **Reviewed by:** Rajdeep P. | Quality Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** October 20, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** Easy in use, It helps in enhanced user experience, hence helps in multiple type of testing. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I myself nothing dislike about developement, test & delivery **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It helps in manage unstructured data. It reduces lack of visibility and tracking. ### 6. Good monitoring tool for synthetic and real user monitoring **Rating:** 4.0/5.0 stars **Reviewed by:** Rachit G. | Service Delivery Manager, Enterprise (> 1000 emp.) **Reviewed Date:** April 06, 2023 **What do you like best about OpenText Service Management Automation X (SMAX)?** It helps to manage a vast enterprise providing Synthetic and real user monitoring. It also help to manage a lot templated and customized reporting **What do you dislike about OpenText Service Management Automation X (SMAX)?** Real user monitoring part is not efficiently managed. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It helped me for the better reporting while playing the SLM role. ### 7. Smart service request portal. **Rating:** 4.0/5.0 stars **Reviewed by:** Tawanda S. | Data Specialist, Enterprise (> 1000 emp.) **Reviewed Date:** September 13, 2022 **What do you like best about OpenText Service Management Automation X (SMAX)?** User-friendly UI with clear service category tags to make navigation easier. The FAQs are very helpful for resolving common queries without waiting for ticket processing. **What do you dislike about OpenText Service Management Automation X (SMAX)?** There is no reminder/ renotify button for tickets that do not get responded to on time. Auto escalation of unattended service requests unclear. Change priority level from low to high option not available **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Full utilization of AI in IT Service Management, and SMAX algorithms have great potential in that regard. Secondly, remote service glitch debugging is convenient and efficient. Thirdly, there is visibility in ticket assignment for ease of follow ups ### 8. Overall it was beneficial to our company. **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Mid-Market (51-1000 emp.) **Reviewed Date:** June 14, 2022 **What do you like best about OpenText Service Management Automation X (SMAX)?** It's simple to learn and use. Again the simplicity for users to use product. **What do you dislike about OpenText Service Management Automation X (SMAX)?** None. As MicroFocus provides a complete enterprize ITOM end to end. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Ask for a trial and try it's feature. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** SMAX provided us quicker and more efficient IT support for our users in our company. By giving quicker and more efficient IT support for users it has provided a more agile business that performs at high level. ### 9. Micro Focus Service Management Automation X (SMAX) Review **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Small-Business (50 or fewer emp.) **Reviewed Date:** February 06, 2022 **What do you like best about OpenText Service Management Automation X (SMAX)?** Micro Focus Service Management Automation X (SMAX) helps in creating and resolving tickets quickly with screenshot feature and creating incident automatically and assign it to ServiceDesk, hence removing manual work of trackling and assigning. It also helps groupgin common incident areas and giving insights to tackle them to reduce common issues. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Configuration and training through Micro Focus Service Management Automation X (SMAX) for ticket categorization needs effort. There can be industry-specific solutions for common problems. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Micro Focus Service Management Automation X (SMAX) is good with AI capability for ITSM processes. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We used Micro Focus Service Management Automation X (SMAX) for rasining ticket quickly prioving snapshot feature and rainsing incidnts automatically by the tool and analyzing and assigning them automatically to the respective team. We also used same for service management purposes. ### 10. Digital Service Management for the entire enterprise **Rating:** 5.0/5.0 stars **Reviewed by:** Rolf F. | Daglig leder (CEO) & Partner, Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2019 **What do you like best about OpenText Service Management Automation X (SMAX)?** Ease of use and ease of configuration - all using a responsive HTML interface. Additionally, it is easy to add more functionality through the Studio. Recent additions such as Native SACM (fully integrated Configuration Management and Universal CMDB) and HCMX (Hybrid Cloud Management) increase the already wide area of use. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Repporting is mostly for dashboard/graphing, rather than for printed reports. These need to be developed outrside the product. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** 1. Adopt the processes of SMAX as they are, rather than trying to adapt it to your old (existing) processes. 2. Utilise the conifguration capabilities to implement digital service management for the entire business; request and service management are not only IT requirements! **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We use SMAX for our customer support - as a reseller of mulitple software products, and a SaaS vendor, we have a number of customers who submit support request, service requsts and order services through SMAX. ### 11. It was a Good expience with SMAX **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Banking | Mid-Market (51-1000 emp.) **Reviewed Date:** October 12, 2021 **What do you like best about OpenText Service Management Automation X (SMAX)?** The codeless feature allows you to enhance and develop your IT /Non-IT processes. It shipped with ITIL-aligned practices. Serve Better as ESM **What do you dislike about OpenText Service Management Automation X (SMAX)?** We see still yet more to come with the product enhacments and Idea's. That Good Thing is Microfocus always listen and act on that. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Having a solution that serve as an ESM and have the flexiblity to adapt is the big added value. ### 12. Platform to manage and optimize customer service and IT services **Rating:** 4.5/5.0 stars **Reviewed by:** Patrick F. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 23, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** Service Management Automation, helps to simplify and optimize customer service, has a self-service module with which users can experience more agile management by having a live chat to solve minor incidents, and it is also possible to generate tickets for customer service. site which decongests the hotlines and allows to process requests more quickly. **What do you dislike about OpenText Service Management Automation X (SMAX)?** At the moment there have been no negative circumstances or events with the use of the tool, on the contrary, both the user and the technical team are satisfied with its performance. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Service Management Automation X, contributes exactly to the work of IT technicians by having functions and features that optimize and streamline the internal processes for attention to failures and incidents, also facilitating advanced identification in registers of common failure patterns allowing the support team to quickly correct these anomalies **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Service Management Automation, is the tool used in the company to manage technical support for employees, this tool has various functions such as machine learning which is capable of identifying patterns of failures or incidents to attend them with greater precision to the point to be able to avoid major failures. ### 13. Platform to effectively improve the management and care of IT users **Rating:** 4.5/5.0 stars **Reviewed by:** Gottfrid G. | Mid-Market (51-1000 emp.) **Reviewed Date:** November 22, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** Service Management Automation X, is a fundamental piece in the effective management of cases since it has self-service functions with which the users themselves in a few steps can resolve faults or minor requirements, these requirements currently represent approximately 45% of the cases in the company. generated which through the boot or the online agent are resolved in an average time of 12 minutes, which represents less occupation of agents in the field and a greater flow of processes in closing effective cases. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Service Management Automation X, it would be interesting to have an early warning system through notifications, in which you can act on an event with high risk potential, this because the tool has an automatic learning function that finds and Analyze patterns in incidents or requests. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** It is important to develop an evaluation and implementation project even more if there is a different tool in production, this to avoid the least impact on processes, but with total security Service Management Automation X is a tool that will significantly improve the management of IT users in organizations . **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It is an excellent Service Management Automation X tool, it allows us to manage more efficiently the cases generated on failures or requirements in the IT area, achieving a positive impact on the department's management by solving 63% more cases than the year prior to its implementation. ### 14. Friendly and powerfull tool for every request. **Rating:** 5.0/5.0 stars **Reviewed by:** Daniel C. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 17, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** The ability to customize the tool on my own; Micro Focus community is a great place to look for answers; Micro Focus team is always ready to help solve our issues and give ideas; Interface is user friendly on both backend and frontend; SMAX implementation is really simple and fast; Administration of SMAX is easy to understand and work with. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Lack of direct/apps connection with external tools; Report option, could be better, but it provides necessary requirement to export the information to another reporting tool in order to analyze data and act on it. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Go for it! Micro Focus SMAX is worth it, you have all you need, and if it's not there, Micro Focus team will do its best to fulfill your needs. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** At this moment, we are using SMAX as our Service Desk tool. We realized that with SMAX, we are able to be more organized, and have a "place to go" when we have a problem; With SMAX, we stopped receiving endless emails, and phone calls, as 90% of users know happily adopted the tool. ### 15. My experience with SMAX **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Marketing and Advertising | Small-Business (50 or fewer emp.) **Reviewed Date:** May 01, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** So when we needed t find a new approved to our IT needs just so we can cater to our growing demands and higher expectations of our customers, we stumble upon Service Management Automation X. We feel that this solution was able to helped us increased our customers satisfaction and our agents productivity. It met and exceeded our service levels and made the platform engaging to our customers. They do have 24/7 support and a service portal with smart search to assist us. Workflow automation has become and increasing need to our current situation and SMAX helps us set new standard and guidelines to remain competitive and still enable growth. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Configuration to a third party can be challenging at times but with SMAX, they were able to help and provide us a step by step process and make sure that we are good to go with our current integration with SMAX. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** If you want the best way to manage your workflow process. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** I like that you SMAX can integrate to Jira. Integrate incident to defect, creating portal based enhancement or request, and configuring details for setting up the integration. I like that there's an inbound update to the status to the ticket and it takes us all the way to the review phase. You can make several kinds of support request such as bug or enhancement requests. ### 16. Enterprise Service Management on a powerful modern platform that includes big data analytics **Rating:** 5.0/5.0 stars **Reviewed by:** Terje M. | Sales Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** November 12, 2019 **What do you like best about OpenText Service Management Automation X (SMAX)?** SMAX is so easy to set up and start using, even with advanced automation, so we can focus on organizational use-cases and get them quickly into production. In addition to standard IT Processes and the automation of customer Requests (Catalog Management), we have expanded the solution to handle our Contract Management and Demand Management. Getting Use-cases from design to production is a matter of days, not weeks or months. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I would like to see an easier login to the mobile app, using standard mobile functionality like fingerprint, face recognition etc. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Before starting to configure functionality you think you need, get a good overview of all functionality that is delivered out-of-the-box. Be open for new way of working, taking advantage of new technology. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We use SMAX for our customer support and Contract Management and Demand Management as mentioned. Contracts are now available for our Hjelpdesk staff as well as our consultants when needed, working with customer Requests and Incidents. We have also made it easier for internal Sales to request services thru the same portal as our customer request support and services. ### 17. Extremely full features Service manager with a slightly difficult UI **Rating:** 4.0/5.0 stars **Reviewed by:** Whit C. | Enterprise (> 1000 emp.) **Reviewed Date:** July 06, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** Service Management is very robust and configurable. There are a near infinite number of options and configurations available. **What do you dislike about OpenText Service Management Automation X (SMAX)?** The UI can be clunky and un-intuitive at times. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** The speed and efficiency in getting changes from development approved and scheduled for production deployment has been greatly reduced. It has also increased visibility for larger changes so that no one is caught unprepared or unaware. ### 18. SMAX is a true modern ITSM solution **Rating:** 5.0/5.0 stars **Reviewed by:** Jeffrey J. | President, Small-Business (50 or fewer emp.) **Reviewed Date:** November 26, 2019 **What do you like best about OpenText Service Management Automation X (SMAX)?** Artificial Intelligence for the end users makes it much easier to resolve issues faster. Big data analytics enables faster time to resolution and makes it easier to pin-point issues. The use of containers simplifies the deployment of the application and streamlines the upgrade process. Finally, the Studio enables customers to create new processes with ease due to the codeless configuration. **What do you dislike about OpenText Service Management Automation X (SMAX)?** It would be good to allow for the use of existing Kubernetes instances and have heard that may be an option in the future. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Leverage a Micro Focus Platinum Partner for implementation and support **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** No more complex installation that require heavy consulting and make upgrades challenging. There is a massive cost savings opportunity to allow end users to leverage the big data engine to resolve issues before opening a ticket. ### 19. Perfect solution to support Enterprise Service Management - easy to install, configure & use! **Rating:** 5.0/5.0 stars **Reviewed by:** Jonas B. | Chief Executive Officer & Head of Operations, Mid-Market (51-1000 emp.) **Reviewed Date:** December 12, 2019 **What do you like best about OpenText Service Management Automation X (SMAX)?** User experience is great on all levels - for Administrators & Endusers. The codeless configuration engine is very powerful and makes it easy to implement customer based workflows, actions and offerings. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Unfortunately SMAX doesn't have a reporting module inside. The Dashboards are perfect to see a live status of the system but they can hardly be used to report something to the management level. Nevertheless integrations are possible. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Working as Consultants & Developers in the Micro Focus ITOM stack for years (especially with Service Center/Manager) SMAX is a completely new experience concerning development. In addition running & working with a container based system brings operations to completely new level. ### 20. Partner **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Information Services | Enterprise (> 1000 emp.) **Reviewed Date:** June 07, 2020 **What do you like best about OpenText Service Management Automation X (SMAX)?** Container technology and on cloud or on-prem option. I think it can be moved from diff environments seamlessly . **What do you dislike about OpenText Service Management Automation X (SMAX)?** I think product is not marketed well and also few delivery challenges on ground . **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Good product for Itsm **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Problems in IT service management , workflows creation for non it business units and App creation ### 21. Simple, intuitive and user friendly Service Management Tool **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** November 08, 2019 **What do you like best about OpenText Service Management Automation X (SMAX)?** The tool is simple to use, thus making it very user friendly. Customization depending on different needs is simple to achieve, making it a great tool for a diversified set of users. The codeless configuration aspects also adds to the user friendliness as it simplifies configuration tasks. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Some modules are less developed than others. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Don't hold back questions about the tool. Ask your vendor, and run many workshops. Once you understand the tool, you will harvest much greater benefit from it. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Effective handling of tickets, greater control and reporting possibilities, and higher user satisfaction. ### 22. Nice product for ticketing if it has good tuning. **Rating:** 4.0/5.0 stars **Reviewed by:** Maxim O. | Programmer, Computer Networking, Mid-Market (51-1000 emp.) **Reviewed Date:** May 26, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Fast restarting if the service is broken. Nice interface for end users and a good interface for developers. SM has a deep opportunity for tunings, better if there is a company administrator of SM with at least 3 SM courses x 5 days at the HP education center (basic, administration, developer). **What do you dislike about OpenText Service Management Automation X (SMAX)?** If the SM service is broken, it can't automatically report that problem. And sometimes SM can't restart its own process. Also, SM must have deep tunings according to the business process, and the out-of-the-box version does not work properly. However, that situation helps integrators to make money from implementation. For example, +40 Java scripts, +4 web interfaces, +10 paper processes, +3 integrations will take about one year for one person or half a year for three people, if those people already have experience and already have finished scripts, so that time is needed to construct processes, make some adaptations, and test the solution. If the work is done just after completing courses, then it takes much more time, for example, 3-5 years. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Find a reputable integrator company with a competent project team and skilled programmers, a company that has successfully completed large projects before, and you want something similar to what they have done in those projects. This will be the quickest way to implement SM. Starting from scratch, waiting hours for support responses, and testing numerous scripts will cost much more money, even if you gain experience from using the product. So trust experienced people, especially if they are organized within a company. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Less time for solving IT problems. Colleagues and managers say that Service Manager helps to speed up common tasks as well. I can clearly view what happens with my ticket, view priority, time, the person who takes the ticket, all contact information - telephones and emails, organization information. And I have a fast response and the opportunity to use SM from any device with a browser. ### 23. HPE service Manager Advantages and Features **Rating:** 4.0/5.0 stars **Reviewed by:** Tamanna M. | Senior Software Engineer, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** August 28, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Here there is lot of customizing options are there here almost you can customize everything as per you requirement and company policy.It is having high integration and deployment capacity. It is also providing out of the box email ticket creation which is very good feature.stability is good as you can configure all the things according to the load that you are managing.It is very flexible as we can easily integrate this with many third party application to get more functionality.Call logging and escalation feature is best advantage of it to keep a track of everything.The reporting feature is very valuable as you can generate complete report as per our requirement so can can get a clear idea.From pricing prospective it is also convenience and it provides very good customer support for each and every problem. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Some times it will creates some issue with deployment.They can improve web support of custom application and upgrades.user interface is not so good they can make it more user friendly.The pricing of third party application is bit high so they can add some new feature to make it more efficient and convenience. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** i will strongly recommend this because it is very easy to use and it give complete managing solution.Lot of functionality and plugins are there which make Managing task and tracking its status very easy.From pricing prospective also is it convenience. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** we are using HPE service Manager mostly for help desk and service management process.It is also used to create automatic email ticket creation and tracking the status of issue and its process. ### 24. It Is A Stable Product, Scalable, Good Support, Right Solutions, Easy To Setup **Rating:** 4.5/5.0 stars **Reviewed by:** Kunal G. | Senior Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** December 06, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** What I like best about HPE Service Manager is while it is a solution that does work out of the box with some configuration its real strength is its ability to change for your organization's infrastructure **What do you dislike about OpenText Service Management Automation X (SMAX)?** HPE has a hosted solution and people think ServiceNow is the be all. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** I Like The Flexibility And The Integrity Of The Product. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It's a completely customizable solution to fit with the specific needs of our organization. It does it really easily and really dependably. ### 25. A featured but aged software **Rating:** 3.0/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Mid-Market (51-1000 emp.) **Reviewed Date:** August 22, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Vast variety of available processes although I have not used many of them. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Interface is quite counterintuitive and bulky Many bugs noticed, not sure if it's because of the customizations done by the vendor but the Change Management process stuck at stages for unknown reasons and the help desk team has to click on each request to activate. Upon session expiry, when you logs-in back the system doesn't take you back to the page you were at. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** When it comes to software, I wouldn't recommend opting HP. Better go for lighter and more intuitive alternatives, especially if you have software change management lifecycle to be managed from Change Request to the deployment. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Paperless Change Management Process Paperless Service Management Paperless IT Support Helpdesk ### 26. Great service management solution **Rating:** 4.0/5.0 stars **Reviewed by:** Edrick G. | Teacher, Small-Business (50 or fewer emp.) **Reviewed Date:** November 30, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Allows for quick offloading of repetitive tasks and allows end user self service **What do you dislike about OpenText Service Management Automation X (SMAX)?** Some aspects of the solution can be a little difficult to setup **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** adminstrators spending a large amount of time to perform common tasks ### 27. MicroFocust Service Support Manager - Review **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** November 09, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** It is a Process-driven tool. It reconfigure processes through a graphical interface that eliminates hand-scripting. Email ticket creation. Reporting process **What do you dislike about OpenText Service Management Automation X (SMAX)?** Configuration cost: It's little expensive. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Strongly recommend - Easy to use as well as there is a lot of functionalities. Also, you can customize the way you like. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Email ticket creation is helped us greatly in tracking the status of issues and bring them to closure. ### 28. Good product that evolves quickly! **Rating:** 4.0/5.0 stars **Reviewed by:** Alex C. | IT Business Systems Reporting Architect, Electrical/Electronic Manufacturing, Enterprise (> 1000 emp.) **Reviewed Date:** December 08, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** There is almost always a way to do some sort of challenge you are presented with. I don't think we have had something that we cant do yet in service manager. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Sometimes the upgrades can be lengthy depending on how much custom code is added. It would be good to know what is required in an upgrade before you start making custom changes to code etc. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Spend time working out what you really want, Dont try and make a replica of your current system! The main problem we have come up against is we spent far too much time and effort trying to replicate openview into HP service manager rather than look at the solution with a fresh set of eyes. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Approval for software/hardware requests have been so much easier, the onus Is back on the business to make sure they approve requests rather than IT chasing people for approval. This allows us to be able to spend more time doing the tasks we need to do rather than chasing approvals. ### 29. The Best Process Designer **Rating:** 4.5/5.0 stars **Reviewed by:** Santhosh G. | Solutions Architect, Information Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 18, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Process Designer Context Aware Search powered by IDOL Engine Dashboards **What do you dislike about OpenText Service Management Automation X (SMAX)?** Though dashboards are built on HTML5 majority of HPE SM screens uses older version of HTML Self Service Portal **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Pros: Its a great tool with excellent features such as process designer and smart analytics. Process designer of HPE SM is really a top-notch and no other ITSM tools process designer is near to it. Cons: I personally feel there is a lack of right investment on this great product. Based on the market trends HPE lacking behind in unifying the power of their other product capabilities like orchestration, discovery and asset management. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Automating ITSM processes Visitor Registration process (non-IT process) Transforming Equipment Service Centre to paperless ### 30. Great Experience **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** March 17, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** I liked that there were so many tools in one ticket system and has a great and accessible interface. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I'm not sure what would happen if the service just stopped working, and I feel like if there is an issue it would be hard to back bounce from. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It helps to clean up and make certain tasks easier, as well as improving performance significantly. ### 31. Service Anywhere is good **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Education Management | Enterprise (> 1000 emp.) **Reviewed Date:** July 31, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Clean interface and easy to use once your company learns how to set it up to fit your needs **What do you dislike about OpenText Service Management Automation X (SMAX)?** The unplanned downtime emails... after it happens **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Use it for IT user problem solving and team escalations ### 32. HP BTO software consultant since 2003 **Rating:** 5.0/5.0 stars **Reviewed by:** Anouar B. | consultant Software, Management Consulting, Enterprise (> 1000 emp.) **Reviewed Date:** April 24, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** Hp Service manager HP APM-BSM HP ucmdb 10.3 **What do you dislike about OpenText Service Management Automation X (SMAX)?** nothing important, specially with new version there is a lot of good and amizing future, **Recommendations to others considering OpenText Service Management Automation X (SMAX):** i recommand user to switch to the new version of SM **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Mean time to resolve issue using incident mgmt, prevent dowtime using change management, minimize service desk request using KM, auto solve issue using CLIP, integration with HP OO an capability to resiove issue using predéfined scénario, integration with BSM-APM-OMi for preventive incident, and more ...... ### 33. Service manager 9.33 with mixed webtier & rte **Rating:** 3.5/5.0 stars **Reviewed by:** Remi B. | Analyste Programmeur Dev ITIL, Airlines/Aviation, Enterprise (> 1000 emp.) **Reviewed Date:** September 15, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakeholders of the IT. It is aligned with the requirements of an important Service Management activity. Once well tuned, it is very robust. The fact that we can adapt and modify almost everything in the process and forms is a real advantage. We developed a sort CMDB inside SM9 which makes the tool very powerful but limits us in the evolutions. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Most of the dislikes following are part of our experience with the use we made of the tool and can be not relevant for a company using Service Manager correctly. As said, we modified a lot the tool. We are using sm 9.33 version for the rte, sm9.31 for the webtier. Today we have so much tuned it for our need (without listening HPE alerts), that Support meets real difficulties to help us. A such powerful tool should be able to find and give a good solution quickly when an issue occurs. We have followed the trainings but we are missing experience to be able to manage the tool all by ourselves. for example I’ve been facing troubles with webservices (not easy enough to modify/adapt/limit and for me quite a black box). To avoid tests, we mixed versions of technical parts and now we have difficulties to know which version of each part is on (hotfix version, webtier version, rte version....). That technical part is quite hard to follow for us. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** If you go to Service Manager, you will enjoy but if it's your first Service Managment tool, please consider having good support and training. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We are using this tool to support many IT processes: - Calls & Incident, - Changes - Problems, - Application Maintenance, The main advantage we realized was to use one tool to support all these Processes. We are building a real knowledge base which is already giving us possibility to autoSolve new issues. Lot of money and time to win. ### 34. good ticketing tool **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** April 14, 2017 **What do you like best about OpenText Service Management Automation X (SMAX)?** There is almost always a way to do some sort of challenge you are presented with. I don't think we have had something that we cant do yet in service manager. **What do you dislike about OpenText Service Management Automation X (SMAX)?** if you want to customize,upgrades are lengthy. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Approval for software/hardware requests from stakeholders have been so much easier. ### 35. HP Service Manager 9.33 - SOCIETE GENERALE **Rating:** 5.0/5.0 stars **Reviewed by:** Sébastien J. | ITSM Applicative Architect - Product Owner, Banking, Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** HP Service Manager is a mature tool for all processes. That tool manages a very important volume of exchanges and records between stakholders of the IT. It is aligned with the requirements of an important Service Management activity. Using web services is very easy. We use them to exchange data with different systems (HPOO, UCMDB..) **What do you dislike about OpenText Service Management Automation X (SMAX)?** The design tool is very complete but not easy to use, particulary for the Request Module. So, we are very interested by the new versions 9,41 and 9, 50 The Integration with other ITSM tools is not yet easy. But we are testing PROPEL SX in our lab to resolve this point. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** It is necessary to consider the last versions of HP Service Manager, wtih codless integration. Th **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We are using this tool to support many IT processes: - Incident, - Request, - Problem, - Release mangement, The main advantage we realized was to use one tool to support all these Processes. ### 36. Service Manager 9.31 flexible and highly configurable **Rating:** 3.5/5.0 stars **Reviewed by:** Don K. | ITSM Operations Analyst, Computer Software, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** Flexibility was a must for our ticket workflows and with a great support partner we were able to make extensive customization. A single app for managing Interactions, Incidents, Problems, Knowledge and Changes. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Difficult to upgrade after all of our customization. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** get a quality support partner and attempt to stay OOB where possible. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We needed a global system that was accessible by Technicians within and outside the network. A change process that would assist with collision detection globally. We were able to tailor the change module to handle Problems, which allowed us a glimpse into being more proactive. ### 37. SM use in an international company: a benefit to unify the process **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Airlines/Aviation | Enterprise (> 1000 emp.) **Reviewed Date:** June 24, 2016 **What do you like best about OpenText Service Management Automation X (SMAX)?** Full ITSM tool integrated, with total covererage. After proper system configuration (thanks to effective HP support), the application is stable and robust. Response times are correct. If problems occur, restarting the system is simple and fast. The SDIM module is widely used with satisfaction, with special mention for the E-call. In our version, the "Change management" module benefits from the designer process (thankfully because it is not at all OOB). **What do you dislike about OpenText Service Management Automation X (SMAX)?** Ergonomics is rather unintuitive sometimes confuse the user with simple actions. The structure of the database is a pity (not relational in 9.33 version, presence of CLOB and BLOB formats, application code stored in database). For end users, the PM module / KE is complex and difficult to understand. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** OOB stay as much as possible because the code changes are not simple; but the designer process will improve things. This tool is powerful but requires resources (human and financial) important to good use: probably not suited to small structures. It is necessary to properly size the number of roles and user profiles to be effective; **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Service Manager is a highly unifying tool that we strongly contributed to the unification of our processes. Our company has international components of different cultures and the adoption of a multi language software edited by a globally recognized partner was easy. ### 38. SOPRA STERIA - STARS : ITSM implementing HP Service Manager 9.34 **Rating:** 5.0/5.0 stars **Reviewed by:** Patrick B. | IT Quality & Process Director, Information Technology and Services, Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The capabilities to customize processes by using Process Designers avoiding development (codeless), SMART Analytics (big data) for incident & problem management. Multi-tenancy model (logical data segregation) - Globality usability of the solution, in line with standards (user friendly, consistency between processes) - Quality of the delivery, reducing time to migrate (we're now using HP SM 9.34 on production) and testing 9.40 in our lab. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Not so many, Just about the Integration with other ITSM (Case Exchange capability) whihc could be improved, no physical data segregation model (needed for MSP) **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Latest HP SM software - has a full codeless implementation (ie for all processes) offering flexibility for process customization - SMART Anlytics for all processes offers add values & productivity improvement for Service Desk agent and L2/L3 teams - good on-premise solution, if ITSM on SaaS can't be selected - good integration with other HP (we're using HP OM & HP uCMDB) and non HP Products (we're using CISCO UC) **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** As a service provider having a multi-tenant model is critical for implemeting a Global Develivery model based on ITIL V3 best practives. HP SM allows that configuration and offers possibility to differentiate processes per Customer by using process designer capability ### 39. Tool with opportunities (9.30) **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Financial Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Service Manager provides a rich feature set for all Service Management processes. This is not really differentiating from other tooling but creates a foundation that in combination with other HP tooling, or other vendors aligned with IT4IT. The real power comes with the integrations that are provided out of the box (or customized). These integrations provide the opportunity to align multiple processes over various platforms creating one source of truth, which for example enables a company to; - Easily manage monitoring events and escalation of these events. - Calculate SLA impact per client for a product manager. **What do you dislike about OpenText Service Management Automation X (SMAX)?** The Service Manager were using still lacks some functionalities we would like. For example smart ticketing and hot spot analysis. This also reflects why the title contains the word opportunities. The newer versions of Service Manager show great promise not only in additional features were looking for, but also the focus on new technology like HTML 5. However, on technical level I don’t expect that he configuration work we did on 9.30 will be easier in 9.40 or later versions. Configuration for example is required when attributes are changed, or new CI types need to be pushed. This required changes on forms, databases, scripts and other items in Service Manager. This can be seen as a good or bad thing, depending if you want to go with an OOTB approach or customize to fit. From my experience with ITIL, I would appreciate an easier solution for; - Form design (easy addition of attributes, list boxes, auto disabling of elements that are not filled by integration of federation) - Drag and drop style of interface changes (for example the interface with uCMDB is now done partly with graphical TQL and XSLT. With a simple drag and drop interface it will be more easier to understand and maintain) These points I mentioned because ITIL isn’t something that is always deployed the same within different companies. So extensive configuration (or customization) is required to tailor Service Manager to match the company process and application landscape. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Make an extensive roadmap which focusses on the processes and integration of information. Service Management tooling alone will only create limited value. When integrating test management, monitoring, project management and other processes the real value is created. Besides the roadmap really focus on the way of working and the people. They need to be educated, steered and corrected to ensure data quality and value. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Our goal was to increase the quality of our Service Management processes. This was realized not only by the tool, but also by emphasis on the way of working. The way of working is the most important factor to change. Part of the quality is the following: - Redesign of our processes on paper and in the tool. We did benefit from the process designer which was implemented with the help of HP on our current version of Service Manager. - The service topology approach by HP in combination with the universal data model of the uCMDB provided great benefit. This is still growing due to the implementation of our monitoring tooling at the moment. This tooling will use the service topology to calculate the impact from infrastructure components to the business processes and activities we perform for our customers. - One way of working was introduced in our company. Because of mergers in the past and recent history the tooling and way of working differentiated between the locations. This was partly solved by Service Manager which created one source for the Service Management processes. The way of working is still something we keep improving, based on what we see in Service Manager. ### 40. The most complete and flexible solution for service management **Rating:** 5.0/5.0 stars **Reviewed by:** Denis P. | Service Management Tooling, Banking, Enterprise (> 1000 emp.) **Reviewed Date:** April 21, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** HP Service management is a complete and mature tool, easy to tailor and to fit to any of your companies processes. It works perfectly for IT service management and is flexible enough to support our business helpdesks as well. We've been using for many years, with almost no downtime. Last year we migrated without major issues directly from ServiceCenter version 6 to HP Service Manager version 9.33. All our data is migrated, our screens and workflows without any redesign or huge programming. Our users like the new version a lot and switching from the old production to the new took us less than 1 hour downtime. No user training required. Using web services we transfer and receive data from different systems and software's. For reporting we use Business Objects. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I love to have more possibilities with screen design, html, and CSS3. The technical documentation for tailoring could be more detailed. The SRC (Service Request Catalog) is a very nice interface, however, it is created in FLASH and difficult to customize or modify. It would be nioce if it was created in HTML using CSS3, JS and PHP... **Recommendations to others considering OpenText Service Management Automation X (SMAX):** When you do a migration or a new installation it is wise to have a HP technical account manager for extra support. He will help you to solve any issues that will happen immediately. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We support the majority of out IT processes with the tool: Incident, problem, change and request management. One of the more difficult issues we had to solve was to transfer tickets from our system to the BMC remedy solution used by our colleagues in France. Using web services solved this issue. On of the major benefits we realized was to use this same software to support our business helpdesk. The same code and software is used to support IT, Facilities, HR, Complaints, Client support and others. ### 41. A good tool to provide ITSM **Rating:** 4.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** July 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I like the way that you can easily move from one module to another by being able to open a problem directly from incident etc. That makes it easier to use. I also like the fact that the tool can be connected easily with other HP products like HPOO for example which enables us to provide services faster. **What do you dislike about OpenText Service Management Automation X (SMAX)?** I'm not very fond of KM - the configuration is pretty complicated and the search not always accurate. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Make sure to think your processes through before you apply them. HPSM is an extended tool and the configuration may influence other modules and the way the other teams work. It is highly recommend to have roles like process owners who have the thorough knowledge of both ITIL and the tool so they can help implement the service that will satisfy your customers. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** I work on new services deployment for the customers so I work with almost all the modules at the same time. I especially like the connection with the service catalogue that provides easy access to the requests and incidents for the customer. This way they get an easy overview of the state of their case without a need to contact the helpdesk. ### 42. Pleased with 9.21 and currently upgrading to 9.4 **Rating:** 4.5/5.0 stars **Reviewed by:** Ryan S. | Solutions Analyst, Utilities, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** HP Service Manager is a very tool-rich software suite which is easy to use and highly configurable. Due to our heavy customizations we had initial upgrade concerns when moving from 9.21 to 9.4 but after an analysis from the HP technical services team, it was determined that it would be a rather seemless upgrade in place procedure. Furthermore, it is apparent that the development team is listening to its users and including their feedback in further enhancements. For example, the Incident model was unable to spawn individual tasks in previous versions but that is now a built in feature to the latest module. **What do you dislike about OpenText Service Management Automation X (SMAX)?** In the current version we are using, customizations are very cumbersome and can have multiple dependencies on many forms. The new version seems to have addressed some of these issues, and will have to reserve judgement until having time to test adequately. Also, previous reporting capabilities were virtually non existant and we had to export much of our data to another reporting suite. This looks to have been addressed in the latest verison. Finally, version 9.21 was not robust enough in its original configuration to handle our regularly scheduled Release Management through the Change Management module. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** The only reason I would hesitate to recommend HP Service Manager to other companies is that it may be too much for a smaller operation. The suite is incredibly detailed with incredible levels of detail and may be overkill for a smaller operation. In a case like that, I would be more inclined to recommend Service Anywhere or something similar. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** HP Service Manager allows us to track and monitor all of our IT systems from an ITIL framework perspective. It allows us to capture a wealth of data in each ticket created to allow for a thorough audit trail, and subsequently create a resourceful knowledge base. ### 43. I am an solution architect for HP SM implementations. **Rating:** 4.5/5.0 stars **Reviewed by:** Chris V. | Principal Consultant, Information Technology and Services, Small-Business (50 or fewer emp.) **Reviewed Date:** April 21, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** With HP SM 940s' new Process Designer, managing processes have become much more easy to maintain and configure. Turn around times on deploying new processes have decreased significantly. Also the new interface is easier on the eye than previous versions. **What do you dislike about OpenText Service Management Automation X (SMAX)?** The reporting module can be enhanced, and made easier for end users to build their own reports. Also the addition of more graph types would aid users in their reporting. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Ensuring correct and accurate master data, and bed down process before implementation to ensure that the tool does not drive what process needs to be implemented, albeit that HP SM provides nice out of box processes. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** Aiding firstly IT in coming closer to business, and allowing business to also have a function on one consolidated platform which has been made much easier by Process Designer. Providing business with a nice interface to interact with various divisions. ### 44. Extremelly customizable while maintaining upgradability **Rating:** 5.0/5.0 stars **Reviewed by:** Alain T. | Chef d'équipe principal senior, Computer Software, Mid-Market (51-1000 emp.) **Reviewed Date:** April 20, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The speed and effeciency with which we can deliver scalable and professional solutions to meet our clients' needs. Their support team is knowledgeable and efficient. They prioritize the systems evolution in what, for me, seems like a logical and fair fashion. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Very little actually. They are responsive and engaged with our client. Maybe to only thing would be the overseas support: it is not always easy to be understood (language wise). **Recommendations to others considering OpenText Service Management Automation X (SMAX):** It is a lot of work to put in, but as with any system of this size, the better the planning, the better the growth and usage of the software. Make sure to hire the right people to assist your organization in setting up. Stay involved in the process. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We have put in place a ticketing system and and inventory managenent system for a POS (point of sales) of over 60,000 external clients and over 150,000 devices. Using HPSM, we can: received calls from into our call center; dispatche external suppliers to remedy the problem; remotely update the software on the devices; produce the billing requirements; generate the required reporting; basically, all that is required to run a business efficiently. ### 45. I have a great experience working on HPSM for my company solving a lot of operational challenges **Rating:** 5.0/5.0 stars **Reviewed by:** Zeyad O. | Supervisor, OSS Administration, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** I'll only talk about what i like in version 9.4 as a lot of new features really amazes me The new process designer made the life of administrators easier interactive dashboards and OOB reports are also a plus. the new support catalgue is a good idea and can lower the load on service desk for known support cases. branding and color indication settings are now easy to do without xml coding. **What do you dislike about OpenText Service Management Automation X (SMAX)?** availing mass update and mass close function to end users should be available OOB without breaching the security roles assigned to the users. there is no supported solution for SMS notifications after the depreciation of SCauto. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** in a large scale business, to gain the great advantages of SM you need other tools like CIT, uCMDB, OMi and/or other tools for integrations **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** automation of operational processes reduced MTTR, duplicated work tasks and increased operational effeciency ### 46. A good product suddenly became great **Rating:** 5.0/5.0 stars **Reviewed by:** Thore S. | Incident Manager, Information Technology and Services, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** 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 Topics (Problem Management) this is a major step in the right direction. **What do you dislike about OpenText Service Management Automation X (SMAX)?** Still fairly complicated to configure/upgrade (SM 9.34) but HP has improved this with version 9.40 and throug ITSM Deployment Manager. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Others considering HP Service Manager should really look into Smart Analytics. This BigData module gives value directly into workflow for Service Desk and Incident/Problem Management. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** We use HP Service Manager manage services delivered to hospitals in the central Norwegian region. Combined with Service Request Catalog (end user portal), SM gives us a great tool for the job. ### 47. IT Operations Management **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Oil & Energy | Enterprise (> 1000 emp.) **Reviewed Date:** June 05, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The products easily integrate and establish a common platform that enables IT departments to operate as Service brokers and transition to the cloud. Additionally, the automation tools improve response times and reduce the resource requirements that are required to “keep the lights on.” **What do you dislike about OpenText Service Management Automation X (SMAX)?** Solution Architectural design is critical. If this is not correct from the beginning it makes leveraging the information from the system nearly impossible. While a best practice framework is provided key details are not absent or not clear and this can create situations where organizations do not fully recognize the value of the product. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** HP software is enabling our IT shop to be more responsive, reduce support costs, and leverage cloud and big data technologies. Without increasing opex we have been able to improve availability, and effectively shift resources to address the most important business requests, IT pain points, and customer issues. ### 48. HP SM - migration for 22.000 Users successfull done **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** May 09, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** The turn around time for doing updates is really great, from over a year with Service Center we're now down to 6 weeks for a complete update cycle. Also the options now being delivered (we're on 9.34) and the outlook to the 9.4 version (e.g. Smart Analytics, Change Calender, Automation capabilities) are really good. Especially in conjunction with the other HP tools like ucmdB, OO, CSA and so on. **What do you dislike about OpenText Service Management Automation X (SMAX)?** One of the major issues we're still fighting with, is the E2E integration of the entire ITSM suite and the surrounding HP tools (e.g. HP OO, CSA, SA, SAM). This is a challenge due to historical reasons to be fair and HP is hardly working on the issues. So when you want to use Discovered Data in conjunction with managed data and derive action from it (e.g. discover all Wintel systems with a certain patch level, compare it to the managed state, initiate the change automatically and change the managed state after the successful automated completion). **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Be clear about the process borderes, e.g. commercial and technical asset management, have a clear border between change request vs. service request (first is for technical infrastructure changes, second is a customer driven request).Use the opportuntiy to revise your base data (e.g. customers, locations, sla, cause codes and so on) as this is a unique chance. Be clear about your system architecture and consider to built a kind of base data ldap and a case exchange if you have multiple provider scenarios. **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** System operation costs lowered, system users report about clear performance and handling issues,new options in terms of automation now available to the entire organization, higher level of process standardization, clean up of the data ### 49. Pleasant, efficient, design! **Rating:** 4.0/5.0 stars **Reviewed by:** Taylor G. | Electronic Test Technician, Oil & Energy, Enterprise (> 1000 emp.) **Reviewed Date:** March 23, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** What I like best about HP Service manager is the sheer number of tools that it combines into one ticketing system. I really enjoy how easy it is to manage multiple tickets at once, pass them off to co-workers, and change the priority of those tickets on the fly. Look, many office work-spaces and IT groups are dynamic. They're always shifting, always changing. Service Manager is able to be just as flexible as my work-space, and that's why I like it! **What do you dislike about OpenText Service Management Automation X (SMAX)?** The main thing that I dislike about HP service manager is exporting to another system. For instance, at the end of every day, I need to take a large export (as a .csv file) and drop it into an excell spreadsheet for metrics reporting. It takes quite a bit of time to compile all the data that I need, and it's a bit of a pain to change the available fields. (although HP said they were going to make this easier in later versions) **Recommendations to others considering OpenText Service Management Automation X (SMAX):** I would absolutely recommend this product to any IT group with a dynamic customer base! **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** It is so much easier to keep up with my client's demands because of HP Service Manager. The ticket creation process is simple, and we've actually almost got it automated! The main problem that we have solved with HP SM is getting on the same page as our clients. Because of the fast updating and easy/dynamic ticket creation, we always know as soon as our client has a problem, and with the priority system, we are practically unable to let our client's needs slip through the cracks! Basically, what I'm saying is that HP SM is as alive as our company, and that's it's main benefit. ### 50. Powerful, configurable and use as much as you want of it! **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Enterprise (> 1000 emp.) **Reviewed Date:** April 07, 2015 **What do you like best about OpenText Service Management Automation X (SMAX)?** Like a flower from a seed, Service Manager is easy to setup out of the box. It follows the Full ITIL processes where you can simply use "interaction" up to and including a full catalogue, problem, change and config management. Make it even more powerful by adding uCMDB and other tools! **What do you dislike about OpenText Service Management Automation X (SMAX)?** Scalability. It's just not scalable for small customers. It's very expensive to setup for SMEs as well as the database costs. Which is a shame. **Recommendations to others considering OpenText Service Management Automation X (SMAX):** Ask yourself whether the overall ROI will pay off. Is your product configurable? Can it do multi-customer management properly? Are end-user advanced searches easy to use? **What problems is OpenText Service Management Automation X (SMAX) solving and how is that benefiting you?** ITIL alignment with Service Management tools. Varieties of different types of customers requirements (Incident only, Problem, Change, Request management and so on). Multi-customer ability on single platforms too - we frequently see others using their tools for individual customers. With the security that HPSM affords, we can put more than one customer on. ## OpenText Service Management Automation X (SMAX) Discussions - [What does Micro Focus Service Management Automation X (Smax) do?](https://www.g2.com/discussions/what-does-micro-focus-service-management-automation-x-smax-do) - [What is service management automation?](https://www.g2.com/discussions/what-is-service-management-automation) - [What is MF Smax?](https://www.g2.com/discussions/what-is-mf-smax) - [What is Smax tool?](https://www.g2.com/discussions/what-is-smax-tool) - [View OpenText Service Management Automation X (SMAX) pricing details and edition comparison](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews?section=pricing&secure%5Bexpires_at%5D=2026-08-05+09%3A22%3A44+-0500&secure%5Bsession_id%5D=93eb2778-c400-4b37-b89b-f9ccad909508&secure%5Btoken%5D=432cfdfb5087d24dc326dca7be8ce7c014bb34e418994bf3feac1f38150f768a&format=llm_user) ## OpenText Service Management Automation X (SMAX) Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top OpenText Service Management Automation X (SMAX) Alternatives - [ServiceNow IT Service Management](https://www.g2.com/products/servicenow-it-service-management/reviews) - 4.5/5.0 (1,815 reviews) - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (964 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) - 3.7/5.0 (282 reviews)