We performed a comparison between ManageEngine ServiceDesk Plus 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."It's stable."
"ServiceDesk Plus manages all our requests, both internal and external requests, for not only ticketing but users' requests."
"ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use."
"The auto-routing feature saves a lot of effort, where we used to spend a lot of time manually assigning things."
"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users."
"This solution has provided a way to manage request tracking and resolution."
"I like the catalog features and workflow. I also like the knowledge space."
"The GUI is very good."
"This is a cordless application that can be used throughout any organization."
"The most valuable features of Micro Focus Service Management Automation X (SMAX) are that it is user-friendly, easy to configure, and adaptable."
"OpenText Service Management Automation X provides valuable features such as topic analytics for incident and problem management. It also includes natural language processing for analyzing technical descriptions. Additionally, it features a virtual chatbot capable of processing natural language to interact effectively with end users. This service enhances customer support and is not subject to the limitations often found in offerings from other vendors."
"The tool is very easy to use."
"It offers a range of tools for sales and configuration. It's like a business process improvement platform, suitable for various lines of business operations."
"When I think of improvements the first thing that comes to mind would have to be the active management function. I have encountered some bugs with this aspect of the tool. I wouldn't necessarily identify these issues as bugs, they're more like processes issues associated with the scanning assets; the process could be improved."
"Its reporting could be improved. The current list of predefined reports seems to be fine for most of the customers, but there should be some tools to allow us to create highly customized reports for measuring different KPIs. We should also be able to connect some kind of BI to it. We haven't yet implemented it, and we are currently evaluating it. We are looking for advanced integration options where we could integrate it with our SCCM and Azure environments as well as with other Office solutions. For direct communication with customers, we are looking for a chatbot or a similar feature."
"It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria."
"Offers very limited customizations."
"I'd like to understand more technical features due to the fact that I want to teach globally. I understand all the questions in the search engine. I want to find more technical information about the product."
"We'd like to have more integration into other platforms."
"I would also like to see better integration with external software. It is possible, but it is tough. The APIs are not very flexible, so you really have to write a lot of code to create that integration. Opening it up for external integration would allow for easier customization of the existing autobox workflows. It would help with the user's perception."
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"The contract management feature can be improved."
"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 product's connectivity with third-party products is an area of concern where improvements are required."
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ManageEngine ServiceDesk Plus is ranked 4th in IT Service Management (ITSM) with 57 reviews while OpenText Service Management Automation X (SMAX) is ranked 12th in IT Service Management (ITSM) with 5 reviews. ManageEngine ServiceDesk Plus is rated 8.0, while OpenText Service Management Automation X (SMAX) is rated 8.2. The top reviewer of ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". 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". ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Freshdesk, whereas OpenText Service Management Automation X (SMAX) is most compared with JIRA Service Management, Ivanti Neurons for ITSM and BMC Helix ITSM. See our ManageEngine ServiceDesk Plus vs. OpenText Service Management Automation X (SMAX) report.
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