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  3. OpenText Service Management
Logo of OpenText Service Management

OpenText Service Management

byOpenText
in
4.3
Market Presence: IT Service Management Platforms, AI Applications in IT Service Management

Overview

Product Information on OpenText Service Management

Updated 13th October 2025

What is OpenText Service Management?

OpenText Service Management (SMAX) is a software designed to support IT service management processes, including incident, problem, change, release, and request management. The software features analytics-driven automation, workflow design, self-service portals, and asset management capabilities. It helps organizations streamline service delivery, improve operational efficiency, and maintain compliance with service management best practices. SMAX addresses business needs by providing a configurable platform for tracking, resolving, and reporting IT service issues, enabling organizations to optimize resource usage, reduce downtime, and ensure continuous improvement in service operations.

OpenText Service Management Pricing

OpenText Service Management (SMAX) software employs a subscription-based pricing model, typically structured according to the number of users or agents and available deployment options such as cloud or on-premises. Pricing may vary based on selected modules and support levels, with additional fees for advanced functionality, integrations, and other enterprise features.

Overall experience with OpenText Service Management

It Manager
<50M USD, Manufacturing
FAVORABLE

“A robust and flexible platform for IT service management”

4.0
Feb 4, 2026
This text serves as a placeholder and does not reflect the user’s review responses or opinions. This text serves as a placeholder and does not reflect the user’s review responses or opinions. This text serves as a placeholder and does not reflect the user’s review responses or opinions.
Automated Translation from Italian
Team Lead Modern Workplace
1B - 3B USD, Consumer Goods
CRITICAL

“Miss the mark through unpolished features and incorrect published documentation.”

3.0
Jul 16, 2025
This text serves as a placeholder and does not reflect the user’s review responses or opinions. This text serves as a placeholder and does not reflect the user’s review responses or opinions. This text serves as a placeholder and does not reflect the user’s review responses or opinions.

About Company

Company Description

Updated 13th January 2026

OpenText powers and protects information. As a global secure information management provider for businesses, OpenText tools span content management, artificial intelligence (AI), cybersecurity, cloud, and business networks. For over 30 years, OpenText has helped organizations manage and protect their data and documents while modernizing their information architecture. Its integrated hub connects information across departments and applications to enhance employee experience, productivity, and collaboration, while making information structured and searchable through AI, machine learning, and semantic search. In addition, OpenText delivers endpoint security and digital life protection solutions to safeguard businesses against cyberattacks and data breaches.

Company Details

Updated 13th January 2026
Company type
Public
Year Founded
1991
Head office location
Waterloo, Canada
Number of employees
10001+
Annual Revenue
3B-10B USD
Website
http://www.opentext.com

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Key Insights

A Snapshot of What Matters - Based on Validated User Reviews

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Peer Discussions

OpenText Service Management Reviews and Ratings

4.3

(125 Ratings)

Rating Distribution

5 Star
43%
4 Star
50%
3 Star
7%
2 Star
0%
1 Star
0%
Why ratings and reviews count differ?
  • It Manager
    <50M USD
    Manufacturing
    Review Source

    A robust and flexible platform for IT service management

    4.0
    Feb 4, 2026
    Our experience with SMAX has been decidedly positive. We use it daily for IT service management, and it has proven to be a solid, stable product that can grow with the organization's needs. It has helped us streamline and manage processes, reducing manual tasks and improving overall visibility of team work.
    Automated Translation from Italian
  • It Manager
    <50M USD
    Manufacturing
    Review Source

    A robust and flexible platform for IT service management

    4.0
    Feb 4, 2026
    Our experience with SMAX has been decidedly positive. We use it daily for IT service management, and it has proven to be a solid, stable product that can grow with the organization's needs. It has helped us streamline and manage processes, reducing manual tasks and improving overall visibility of team work.
    Automated Translation from Italian
  • Read All 123 Reviews

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  • Market Guide for IT Service Management Platforms
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Reviewer Insights for: OpenText Service Management
Deciding Factors: OpenText Service Management Vs. Market Average
Performance of OpenText Service Management Across Market Features

OpenText Service Management Likes & Dislikes

Like

The aspect we appreciate most is the possibility of having a centralized platform for managing IT services, with good traceability of requests and workflows. The support provided by OpenText has also been reliable so far: when we've had a need, we've always received clear and prompt responses (and I'd say competent, which isn't a given).

Automated Translation from Italian
Like

The aspect we appreciate most is the possibility of having a centralized platform for managing IT services, with good traceability of requests and workflows. The support provided by OpenText has also been reliable so far: when we've had a need, we've always received clear and prompt responses (and I'd say competent, which isn't a given).

Automated Translation from Italian
Like

The aspect we appreciate most is the possibility of having a centralized platform for managing IT services, with good traceability of requests and workflows. The support provided by OpenText has also been reliable so far: when we've had a need, we've always received clear and prompt responses (and I'd say competent, which isn't a given).

Automated Translation from Italian
Dislike

1. They sell their product as optimising ITSM They do this by optimising and automating processes differently, however, we find that this is not the case in many instances. The feedback we get from PCS (Proactive Customer Support - OpenText Service Desk) is that it must be done manually and it feels like many features are half delivered, building blocks A, B and C are available in the system but it is still a manual process to achieve your desired outcomes because A and B are not aware of C within the software code and therefore automation is not possible, yet automation is in the name of the product. 2. Published documents are often unclear and sometimes even false. I have raised a service request with their PCS team: Implementing feature A does not work. That is by design. No, your publicly available documents indicate that I need to configure X, Y and Z to achieve A. That is not true, we will update the published documents online. How many procurement decisions were influenced by falsely documenting features? 3. Many integrations and automation run on external tools (other OpenText tools / components) that are prone to error and do not recover without human intervention. 4. After a year, we have not yet realised the value we expected and some aspects are being re-worked in order to realise value despite partnering with a Systems Integrator.

Dislike

1. They sell their product as optimising ITSM They do this by optimising and automating processes differently, however, we find that this is not the case in many instances. The feedback we get from PCS (Proactive Customer Support - OpenText Service Desk) is that it must be done manually and it feels like many features are half delivered, building blocks A, B and C are available in the system but it is still a manual process to achieve your desired outcomes because A and B are not aware of C within the software code and therefore automation is not possible, yet automation is in the name of the product. 2. Published documents are often unclear and sometimes even false. I have raised a service request with their PCS team: Implementing feature A does not work. That is by design. No, your publicly available documents indicate that I need to configure X, Y and Z to achieve A. That is not true, we will update the published documents online. How many procurement decisions were influenced by falsely documenting features? 3. Many integrations and automation run on external tools (other OpenText tools / components) that are prone to error and do not recover without human intervention. 4. After a year, we have not yet realised the value we expected and some aspects are being re-worked in order to realise value despite partnering with a Systems Integrator.

Dislike

1. They sell their product as optimising ITSM They do this by optimising and automating processes differently, however, we find that this is not the case in many instances. The feedback we get from PCS (Proactive Customer Support - OpenText Service Desk) is that it must be done manually and it feels like many features are half delivered, building blocks A, B and C are available in the system but it is still a manual process to achieve your desired outcomes because A and B are not aware of C within the software code and therefore automation is not possible, yet automation is in the name of the product. 2. Published documents are often unclear and sometimes even false. I have raised a service request with their PCS team: Implementing feature A does not work. That is by design. No, your publicly available documents indicate that I need to configure X, Y and Z to achieve A. That is not true, we will update the published documents online. How many procurement decisions were influenced by falsely documenting features? 3. Many integrations and automation run on external tools (other OpenText tools / components) that are prone to error and do not recover without human intervention. 4. After a year, we have not yet realised the value we expected and some aspects are being re-worked in order to realise value despite partnering with a Systems Integrator.