OpenText™ Service Management is an analytics-driven service and asset management solution for the entire service portfolio and lifecycle within and beyond IT. With low TCO, cloud-native deployment, and flexible discovery, OpenText™ Service Management increases agent productivity, reduces ticket volumes, and improves user satisfaction.
Overview
OpenText™ Service Management is a machine learning-based solution that meets all your service desk, IT service management, and IT asset management needs.
- Analytics and Machine Learning drives automation into ITSM and business processes, categorizes and routes tickets automatically, proactively identifies opportunities for automation, and resolves issues faster. Users can easily find answers via the self-service portal and open less tickets.
- An easy to use service portal, supporting social collaboration, is the single go-to point for business and IT users issues and requests. Complemented with an intent-based smart virtual agent, it improves end-user autonomy and satisfaction.
- A comprehensive set of ITIL-aligned service management functions, IT asset management for hardware and software asset management, and apps for enterprise service management enables a service desk for all IT and non-IT use cases.
- Smart ticket, hot topic analytics, and smart Search, help automating issues, and request handling. Conversation-driven collaboration (ChatOps) helps to quickly solve incidents by involving people, processes, and tools across organizational boundaries.
- Business process owners can easily develop process-based applications without any programming skills because of codeless configuration.
- Universal Discovery provides end-to-end visibility to on-premises and public cloud services and applications through a combination of agent-based, agentless, and passive discovery.
Highlights
- Analytics-driven smart service desk with out-of-the-box support for key ITSM processes to increase service quality and built-in machine learning to drive intelligent knowledge delivery, fast issue resolution, and decreased ticket volume for high productivity.
- Self-service, social collaboration and automation provide a superior user experience and reduce manual error-prone work and codeless configuration of processes and workflows enable easy and seamless updates and reducing TCO.
- Automate service functions with a single solution for modern service management beyond IT. Build your own, or run fit-for-purpose apps for business departments to drive better, faster, and cheaper back office operations.
Details
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Delivery method
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on contract duration. You pay upfront or in installments according to your contract terms with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Dimension | Description | Cost/12 months | Cost savings % |
|---|---|---|---|
ESM 50 Units | ESM 50 Units. 1 Named User = 1 Unit, 1 Concurrent User = 2 Units. | $70,492.00 | 0% |
ESM 100 Units | ESM 100 Units. 1 Named User = 1 Unit, 1 Concurrent User = 2 Units. | $146,761.00 | 0% |
ESM 300 Units | ESM 300 Units. 1 Named User = 1 Unit, 1 Concurrent User = 2 Units. | $451,840.00 | 0% |
ESM 50Units + Discovery | The ESM 50 Units Pack with 100 assets discovery units | $75,307.00 | 0% |
ESM 100Units + Discovery | The ESM 100 Units Pack with 100 assets discovery units | $151,576.00 | 0% |
ESM 300Units + Discovery | The ESM 300 Units Pack with 100 assets discovery units | $456,655.00 | 0% |
ITSM 20 Units | ITSM Only 20 Units.1 Named User = 1 Unit, 1 Concurrent User = 2 Units. | $24,396.00 | 0% |
ITSM 50 Units | ITSM Only 50 Units.1 Named User = 1 Unit, 1 Concurrent User = 2 Units. | $60,990.00 | 14% |
Add-On Discovery Units | Additional 100 discovery units. Valid ONLY with ESM packs selected. | $9,630.00 | 0% |
Vendor refund policy
Cannot be refunded.
Legal
Vendor terms and conditions
Upon subscribing to this product, you must acknowledge and agree to the terms and conditions outlined in the vendor's End User License Agreement (EULA) .
Content disclaimer
Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.
Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
OpenText™ Service Management includes an extensive online contextual help to aid with tailoring and configuration of OpenText™ Service Management to align with your business requirements. As part of the OpenText™ Service Management community (https://community.microfocus.com/t5/SMAX-Suite/ct-p/ITSMA_Suite ) you can get additional assistance and aid from peers as well as live and recorded webinars, and suggest enhancements via the IdeaExchange. Supported Languages: https://docs.microfocus.com/itom/SMAX:latest/SupportMatrixOnPrem . OpenText staffs and maintains a 24x7x365 Service Operations Center, which will be the single point of contact for all issues related to the support for OpenText™ Service Management, through an online support ticket system. The OpenText Support Team will either provide support to the Customer directly or coordinate delivery of this support. For SaaS support will be done in English only. Online support is available at
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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Customer reviews
Gowtham K.
Smax for beginners
Reviewed on Nov 20, 2023
Review provided by G2
What do you like best about the product?
Most helpful for ticketing via mail and sms configuration
What do you dislike about the product?
Upgration of tools can consume more storage
What problems is the product solving and how is that benefiting you?
To assign the tickets for various parameters
Leave a comment0 comments
Mihir M.
Review on Application Development, Test, & Delivery
Reviewed on Nov 20, 2023
Review provided by G2
What do you like best about the product?
Application Development, Test, & Delivery is easy to use. Saves time, improves accuracy
What do you dislike about the product?
As of now, there are no downsides to mention because of the limitation of the use.
What problems is the product solving and how is that benefiting you?
Simplifying the process of planning, creating, testing, and deploying an information system
Rajdeep P.
Application Developement Process
Reviewed on Oct 21, 2023
Review provided by G2
What do you like best about the product?
Easy in use, It helps in enhanced user experience, hence helps in multiple type of testing.
What do you dislike about the product?
I myself nothing dislike about developement, test & delivery
What problems is the product solving and how is that benefiting you?
It helps in manage unstructured data. It reduces lack of visibility and tracking.
Jorge R.
Compatibility issues and project delays
Reviewed on Oct 17, 2023
Review provided by G2
What do you like best about the product?
The continuous updates and integration with cloud services are good. The support use some improvement. Overall its the choice in the market.
What do you dislike about the product?
This limits developers from utilizing their skills and customizing options as needed. Thses are compromises during the development process.
What problems is the product solving and how is that benefiting you?
It helps our business by enabling us to deliver high quality applications to our clients. The automated testing and delivery procedures simplify our development workflow.These applications are bug free that satisfy our customers.
Jonathan N.
Application Development and its integration
Reviewed on Oct 09, 2023
Review provided by G2
What do you like best about the product?
SRC provides a knowledge base and helpful KB articles. The integration of the product with cloud services is good. It keeps getting better with updates.
What do you dislike about the product?
Application Development, Test, & Delivery falls short is its integration capabilities. This leads to inefficiencies.
What problems is the product solving and how is that benefiting you?
Test,& Delivery solves the difficulties of developing and testing applications. This improves our business as it enables us to deliver high quality software.