Overview
Product Information on OpenText Service Management
What is OpenText Service Management?
OpenText Service Management Pricing
Overall experience with OpenText Service Management
“SMAX Demands Significant Setup Time But Offers Comprehensive Operational Integration”
“Miss the mark through unpolished features and incorrect published documentation.”
About Company
Company Description
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
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Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
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
The ease of upgrades has to be at the top.
Capabilities surrounding integration and the Universal Discovery used to populate the CMDB.
ITSM frameworks Customisable Non- breach of ITSM framework by locking the specified rules
Documentation Gaps. Ironically, OpenText is REALLY good at document management. Notification management is clunky and rigid. Reporting has to be done via a 3rd party tool. It is resource heavy.
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.
Support should be more active and faster
Top OpenText Service Management Alternatives
Peer Discussions
OpenText Service Management Reviews and Ratings
- IT ManagerGov't/PS/EdEducationReview Source
SMAX Demands Significant Setup Time But Offers Comprehensive Operational Integration
If you are looking for a solution that you can setup over the weekend, SMAX is NOT that. That said, if you want a solution that forms the centre of all your operations, IT and Non IT, that does not require a re-build every two years, then the investment is worth your while. Also, with the premium licenses, EVERYTHING is included, it's not and another module at an exorbitant cost like Service Now. - MANAGER OF IT SERVICES50M-1B USDIT ServicesReview Source
Opentext SMAX Offers Customisable ITSM Framework With Enhanced Data Ownership Features
Opentext SMAX is powered and loaded with complete ITSM process and framework, easily customisable and on-prem setup helps to protect the data and gives data ownership as well. - Solution Area Architect1B-10B USDTelecommunicationReview Source
Product Offers Cost Savings Yet Faces Challenges in CMDB and ITSM Process Integration
Good performer, cost effective way for implementing ITSM processes in general - IT Services Associate50M-1B USDBankingReview Source
Network Monitoring Simplified With NNMi and Automated Approval Through SMAX
IT has simplified the network monitoring through NNMi. SMAX has reduced the paperwork and made the entire approval process completely online. With Network Automation we are able to monitor the configuration changes. - IT ManagerGov't/PS/EdGovernmentReview Source
Platform, Integration Studio, Opendata and Addon Marketplace Valued Despite Challenges With Cost and Licensing
presence of previous solution, upgrade cost and integration with cloud management