IT Service Management

OpenText Service Management Automation X

AI-powered service desk, ITSM, ITAM, and ESM software

SMAX hero image

Overview

Modern ITSM delivers happy users, efficient IT, and better outcomes

OpenText™ Service Management Automation X (SMAX) uses built-in AI and analytics to automate IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). With a private generative AI (GenAI) virtual agent, our IT service management software empowers users and service agents to find the answers they need, when they need them.

See GenAI for ITSM in action

Key benefits of SMAX

IT service management

Deliver modern IT services

Take productivity and service experiences to new heights with codeless configs, ITIL best-practice templates, and AI-powered work options.

IT asset management

Manage assets end to end

Oversee all aspects of your hardware and software assets by combining contract, financial, and carbon footprint information in a single tool.

Enterprise service management

Extend services beyond IT

Apply ITSM principles and capabilities to business functions like HR, R&D, facilities, finance, and marketing.

Service management automation features

  • Codeless configurations

    Configure tasks and workflows without writing any code. A low-code/no-code design studio makes creating applications extra easy.

  • Built-in AI and automation

    Accelerate incident resolution, problem identification, and change management with fast CI detection and advanced analytics.

  • Private generative AI

    Elevate user experiences, cut support costs, and keep proprietary data secure by using a generative AI chatbot that’s powered by a private large language model (LLM).

SaaS pricing for service management

Enjoy flexible, transparent license options that allow you to add capabilities or change license allocations as needed. Learn more

SMAX Express (ITSM)

$82

Per agent, per month

SMAX Premium (ITSM and ITAM)

$103

Per agent, per month

AMX (ITAM)

$82

Per agent, per month

Universal Discovery

$1.30

Per server, per month

Take advantage of OpenText and partner services

Professional Services

Consulting Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.

Partners

Find the right solution, the right support and the right outcome.

Training

Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.

Communities

Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.

Leaders trust OpenText

See how customers are succeeding with SMAX.

See more success stories
Diebold Nixdorf

Financial and retail technology company moves to SaaS and modernizes service management with a user-friendly portal and AI-driven efficiency

Learn more

Resources

Automate key service management processes, including incident, problem, change, and service request management

Watch the video

Read ITSM customer stories

Read the ebook

What is IT service management?

Learn more

What is enterprise service management?

Learn more

ITSM buyer's guide

Learn more

ITSM SaaS pricing details

Feature SMAX Express SMAX Premium AMX Universal Discovery
Approvers Limit Unlimited Unlimited Unlimited N/A
General ITSM        
Incident Management Blue checkmark Blue checkmark    
Knowledge Management Blue checkmark Blue checkmark Blue checkmark  
Request Management Blue checkmark Blue checkmark Blue checkmark  
Self-service Portal Blue checkmark Blue checkmark Blue checkmark  
Service Catalog Blue checkmark Blue checkmark Blue checkmark  
SLA Management Blue checkmark Blue checkmark    
Problem Management Blue checkmark Blue checkmark    
Change Management Blue checkmark Blue checkmark    
Release Management Blue checkmark Blue checkmark    
AI-powered Interactions and Multi-channel Engagement        
Virtual Agent (MAX) Blue checkmark Blue checkmark    
AI-based Smart Search, with suggestions Blue checkmark Blue checkmark Blue checkmark  
AI-based Analytics Blue checkmark Blue checkmark   Blue checkmark
AI-based Smart Email Blue checkmark Blue checkmark    
AI-based Live Support Blue checkmark Blue checkmark    
Mobile App (iOS, Android) Blue checkmark Blue checkmark Blue checkmark  
Productivity Capabilities        
Dashboards Blue checkmark Blue checkmark Blue checkmark Blue checkmark
Integration Platform Blue checkmark Blue checkmark Blue checkmark Blue checkmark
Multi-language Support Blue checkmark Blue checkmark Blue checkmark Blue checkmark
Studio for Building Workflows and Apps Blue checkmark Blue checkmark Blue checkmark  
External Knowledge Bases Indexing Blue checkmark Blue checkmark    
Orchestration Includes 2 concurrent workflows Includes 2 concurrent workflows Includes 2 concurrent workflows  
CMDB and Discovery        
Federated CMDB Blue checkmark Blue checkmark Blue checkmark Blue checkmark
Hardware Discovery Blue checkmark
Cloud Discovery Optional
Software Discovery Blue checkmark
Discovery Dependency Mapping       Optional
Automated Service Modelling       Optional
ITAM        
IT Asset Management   Blue checkmark Blue checkmark  
Contract Management   Blue checkmark Blue checkmark  
Vendor Management   Blue checkmark Blue checkmark  
Procurement Management   Blue checkmark Blue checkmark  
Financial Management   Blue checkmark Blue checkmark  
Software Asset Management   Includes 50 licenses Includes 50 licenses  
Enterprise Service Management        
HR Service Management Blue checkmark Blue checkmark    
Marketplace Content Blue checkmark Blue checkmark Blue checkmark Blue checkmark
Project Management   Blue checkmark Blue checkmark  
Demand Management   Blue checkmark Blue checkmark  

All prices are in the first year for a contract duration of 36 months, billed annually. Agent licenses can be allocated as either Concurrent or Named, and they can be swapped as needed.