Name: OpenText Service Management
Rating: 4.3 (125 reviews)

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.

Overall experience with OpenText Service Management

IT Manager

Gov't/PS/ED 5,000 - 50,000 Employees, Education

FAVORABLE

“SMAX Demands Significant Setup Time But Offers Comprehensive Operational Integration”

4.0

Feb 5, 2026

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.

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

We remain positive that we will be able to extract more value from the application with greater configuration and adoption while at the same time we are aware that the application falls short on some of its promises.

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

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

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.

It does what it says it's going to do, managing our internal data securely, but has shortcomings in the quality of AI-readiness in parsing data.

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.

Speed of data processing, accuracy of data processing, customer service when errors arise (takes long to hear back from them).

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Peer Discussions

Recommended Gartner Insights

Market Guide for IT Service Management Platforms

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

Company Details

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

Top OpenText Service Management Alternatives

Peer Discussions

Recommended Gartner Insights

About Company

Company Description

Company Details

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

Top OpenText Service Management Alternatives

1. ServiceNow IT Service Management

2. Jira Service Management

3. ServiceDesk Plus