IT Service Management

OpenText Service Management Automation X

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

SMAX hero image

Overview

a woman working with charts on a computer screen

OpenText™ SMAX uses built-in AI and analytics to deliver smart IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Driven by a private generative AI chatbot—OpenText IT Operations Aviator—SMAX empowers users to resolve common support requests on their own. Yes, the smart chatbot everyone dreamed of is finally here.

See Aviator in action

Key benefits of SMAX

IT Service Management

Deliver modern IT services

Take productivity and service experiences to new heights with easy, flexible, AI-powered work options.

Pivot quickly with codeless configs and ITIL best-practice templates

Transform Tier 1 support with private generative AI

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.

Optimize costs and ensure software compliance

Enterprise Service Management

Extend services beyond IT

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

Deliver consistent service experiences for all

Explore service management for HR

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 that reveal patterns and recommend improvements for successful changes.

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).

ITSM SaaS Pricing

Get all the benefits of a modern IT service experience—happy users, efficient IT, and better outcomes—with transparent, flexible, affordable license options.

Service Management Automation X (SMAX Express)

$82

Per agent, per month

Start free trial

Service Management Automation X (SMAX Premium)

$103

Per agent, per month

Start free trial

Asset Management X (AMX)

$82

Per agent, per month

Start free trial

Universal Discovery (Asset Discovery)

$1.30

Per server, per month

Start free trial
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, Including Change Analytics and Hot Topic 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 Includes 50 licenses Includes 50 licenses Includes 50 licenses Blue checkmark
Cloud Discovery Includes 50 licenses Includes 50 licenses Includes 50 licenses Optional
Software Discovery Includes 50 licenses Includes 50 licenses Includes 50 licenses 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 can be changed between either as required.

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
Zurich Airport logo

OpenText SMAX SaaS creates a robust and scalable service management solution, reducing resolution times and improving user efficiency and satisfaction

Learn more
World Vision logo

Resolving issues faster and improving user experience with SMAX

Learn more

Resources

ITSM SaaS solution meets cloud security requirements for U.S. Federal Agencies

Read the flyer

Getting started with SMAX SaaS

Read the flyer