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OpenText Corporation

OpenText Service Management

Composite Score

7.9 /10

CX Score

8.0 /10

39 Reviews Write a Review

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What is OpenText Service Management?

A platform that’s easy to deploy, maintain, and upgrade, OpenText™ Service Management automates IT service management (ITSM), enterprise service management (ESM), and IT asset management (ITAM), and includes OpenText™ Aviator™ as a virtual agent.

Company Details

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Awards & Recognition

OpenText Service Management won the following awards in the IT Service Management - Enterprise category

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2 Top Rated Capabilities

0 Top Rated Features

Latest Award, 2026

1 Top Rated Capabilities

2 Top Rated Features

2025

1 Top Rated Capabilities

0 Top Rated Features

2023

1 Top Rated Capabilities

0 Top Rated Features

2022

OpenText Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on OpenText Service Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

87 Likeliness to Recommend

1
Since last award

99 Plan to Renew

1
Since last award

76 Satisfaction of Cost Relative to Value

1
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love OpenText Service Management?

1% Negative

1% Neutral

98% Positive

Pros

Reliable
Fair
Trustworthy
Respectful

Feature Ratings

Average 78

Business Application Integration

Technician Administration

Integration With IT Tools

End User Self Serve

Multi Device Capability

Service Catalog

Systems Management Integration

End User Support Solutions

Integrated Knowledge Management

Reporting

Multi-Site Functionality

Vendor Capability Ratings

Average 79

Ease of Data Integration

Ease of IT Administration

Vendor Support

Ease of Implementation

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Availability and Quality of Training

Usability and Intuitiveness

Ease of Customization

Business Value Created

OpenText Service Management Reviews

Role: Information Technology
Industry: Government
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Nov 2025

The software works great and does what it should

Likeliness to Recommend

8 /10

Pros

Effective Service
Caring
Client Friendly Policies
Fair

Vishaldeep P.

Role: Industry Specific Role
Industry: Electronics
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Dec 2024

Streamlined IT Operations with open SMAX

Likeliness to Recommend

9 /10

What differentiates OpenText Service Management from other similar products?

OpenText SMAX has AI-driven Automation, low code customization, and build-in ITIL processes, Ensuring streamlined IT operations and rapid adaptability.

What is your favorite aspect of this product?

Its AI-driven automation and low code platform.

What do you dislike most about this product?

For Mastering its advanced features and customization options may require significant initial training.

What recommendations would you give to someone considering this product?

Invest time in Initial training to fully use its powerful features like AI-driven automation and Low code customization.

Pros

Continually Improving Product
Reliable
Trustworthy
Saves Time

Siddharth S.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Dec 2024

best tool for application development and test

Likeliness to Recommend

10 /10

What differentiates OpenText Service Management from other similar products?

its separates by its chatbot engages clients to determine normal issues freely, diminishing dependence on help work area specialists

What is your favorite aspect of this product?

my favorite aspect is its user-friendly self-service portal and allows users to find answers and resolve basic issues on their own

What do you dislike most about this product?

i dislike its customization option its very complex workflows within SMAX can be challenging

What recommendations would you give to someone considering this product?

i will recommend this to larg scale oragnization who mostly work on application managment site

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

OpenText Service Management

What is OpenText Service Management?

Company Details

Need Assistance?

Awards & Recognition

OpenText Service Management Ratings

87 Likeliness to Recommend

1 Since last award

99 Plan to Renew

1 Since last award

76 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love OpenText Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

OpenText Service Management Reviews

The software works great and does what it should

Likeliness to Recommend

Pros

Vishaldeep P.

Streamlined IT Operations with open SMAX

Likeliness to Recommend

Pros

Siddharth S.

best tool for application development and test

Likeliness to Recommend

Pros

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Feature Ratings

Business Application Integration

Technician Administration

Integration With IT Tools

End User Self Serve

Multi Device Capability

Service Catalog

Systems Management Integration

End User Support Solutions

Integrated Knowledge Management

Reporting

Multi-Site Functionality

Vendor Capability Ratings

Ease of Data Integration

Ease of IT Administration

Vendor Support

Ease of Implementation

Product Strategy and Rate of Improvement

Quality of Features

Breadth of Features

Availability and Quality of Training

Usability and Intuitiveness

Ease of Customization

Business Value Created