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Smart platform, maximum efficiency
OpenText SMAX (formerly Micro Focus SMAX) is a leading, SaaS-based platform for IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM).
Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.
BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly
Review data basis: G2 (30)
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
Headquarters
Frank Tompa Drive 275, N2L 6R2 Waterloo, Canada
Employees
22000
Founded
1991
Management
James McGourlay
OpenText SMAX (formerly Micro Focus SMAX) is a leading, SaaS-based platform for IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). The system was developed to drastically accelerate service desk processes through the use of artificial intelligence and machine learning. A standout feature is the generative AI assistant "IT Operations Aviator," which is based on private Large Language Models (LLMs) and provides users with fast, precise support. Thanks to a consistent no-code architecture, the platform can be flexibly customized and extended without programming effort. This enables companies to efficiently automate core ITSM processes such as incident, problem, change, and service request management. OpenText was founded in 1991, is headquartered in Waterloo, Canada, and employs around 22,000 people worldwide. The solution is aimed at medium to large enterprises as well as public authorities looking for a highly scalable, secure, and compliant service management solution. SMAX meets strict security standards such as ISO/IEC 27001, GDPR, and HIPAA.
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Answers are based on the website and documents of OpenText SMAX.
User Interface & Usability
Configurability & No-Code/Low-Code Approach
Self-Service Portal & Knowledge Base
Performance & Stability (Cloud/SaaS)
Overall, customer reviews of OpenText SMAX paint a positive picture of a feature-rich ITSM/ESM solution with strong configurability and a good self-service portal, though some criticize usability details, performance fluctuations, and the effort required for implementation and upgrades. The flexible, largely code-free customizability, support for modern ITIL processes, and the central self-service portal with knowledge articles are highly praised; the user interface and navigation logic, performance in large instances, and a pricing/licensing structure perceived as complex or high are viewed more critically. SMAX is particularly suitable for medium to large enterprises with mature service management that are looking for a highly customizable, ITIL-oriented platform for IT and enterprise service management and are willing to invest initially in design, implementation, and administration.
AI-generated summary
BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.
The latest product updates for OpenText SMAX (Service Management Automation X) focus clearly on integrating artificial intelligence to optimize IT and enterprise service management processes. With the introduction of OpenText Aviator, users benefit from generative AI that significantly accelerates ticket creation and resolution. At the same time, OpenText is expanding its global SaaS infrastructure to meet strict compliance requirements in various regions and reach new target groups in the regulated sector.
Source: Publicly available product updates or press releases from OpenText SMAX.