Press Release | 27 Apr 2021

Micro Focus Recognized as the Global Leader in Enterprise Service Management by Research in Action (RIA)


Service Management Automation X earns the top spot in the 2021 RIA Vendor Selection Matrix™ Report

SANTA CLARA, CA – April 27, 2021 – Micro Focus (LSE: MCRO; NYSE: MFGP) today announced that Service Management Automation X (SMAX) has been recognized as the global leader in the Research in Action (RIA) Vendor Selection Matrix™: Enterprise Management, 2021, and Research in Action (RIA) Vendor Selection Matrix for Enterprises in DACH region. Reinforcing its place as a trusted ESM solution, Micro Focus SMAX was also recently named a leader in the ISG Provider Lens Quadrant Report, March 2021, for ESM Tools Providers, as well as a leader in the KuppingerCole Leadership Compass for IT Service Management.

Available as a service (SaaS) from Micro Focus in North America, Europe, South America, and now Australia with data hosted by Amazon Web Services (AWS) in Sydney, customers have the broadest choice of deployment options, including consuming SMAX as a service, deploying in the cloud with AWS, Azure or Google Cloud Platform, or using it on premises. SMAX is also SOC2 certified, which demonstrates the implementation and maintenance of the highest security standards of SMAX SaaS.

“The Micro Focus SMAX solution leads the category of Enterprise Service Management, as well as customer satisfaction and breadth and depth of solution offering, with its platform engineered for scale, productivity improvements and continuous improvement through automation and analysis of IT and business processes,” said Eveline Oehrlich of Research in Action. “The Micro Focus solution enables efficient service delivery and intelligent automation providing contextual experiences to meet the unique needs of the individual user based on specific situations or context of use. This will enable a dynamic way of working and will foster end-to-end service delivery putting the employee or customer first.”

"As the world’s first enterprise service management solution built on machine-learning and analytics with the user’s choice of delivery, we are honored to have Micro Focus SMAX named a global leader in this Research in Action report,” said Travis Greene, Micro Focus Sr. Director of ITOM Product Marketing. “The excellent customer satisfaction scores and the awarded top marks for the breadth and depth of SMAX’s offerings in the RIA Vendor Selection Matrix for Enterprise Service Management demonstrates our commitment to customer-centric innovation and shows that we are meeting the needs of our ESM clients.”

SMAX is a single solution for ITSM, ESM and ITAM that accelerates time to value and drives down TCO with the following capabilities:

  • Machine learning built-in and configured into the core of the product without additional charge
  • Auto-categorization of tickets and automated analysis of incident patterns to speed up issue resolution and reduce service disruptions
  • A smart virtual agent that understands natural language to reduce service desk cost and provide end-users with instant resolutions
  • Smart change analytics which improves change success rate and minimizes unplanned service outages
  • Entirely codeless configurations that drastically speed up implementation times and upgrades -  SaaS customers will always be updated to the latest version
  • A simple subscription model that allows transparent, flexible, and scalable payments

The recent SMAX 2021.02 update introduced integration with Microsoft Teams along with new asset management capabilities to better control costs, and extended software asset management with out-of-the-box VMware license management including compliance calculation, rules and metrics. The upcoming 2021.05 product update will include support for OpenShift for more deployment flexibility, and multiple dashboards for more consistency within service management teams and increased agent productivity.

The SMAX SaaS model allows organizations and government bodies to leverage enterprise-grade service management capabilities at an affordable price. With data hosted locally, SMAX as a service opens up new possibilities for customers who are looking to shift to service management in the cloud. SMAX delivers connected, automated, informed experiences—powered by embedded machine learning. It’s just one of the ways Micro Focus helps customers bridge existing and emerging technologies in the race for digital transformation.

More Information

For more information on SMAX, visit us on the web.

Please also visit the Micro Focus pages for The Research in Action (RIA) Vendor Selection Matrix: Enterprise Service Management

About Micro Focus
Micro Focus delivers enterprise software to empower 40,000 customers worldwide to run, transform, and adapt. With a comprehensive portfolio, underpinned by a robust analytics ecosystem, Micro Focus delivers pragmatic, customer-centric solutions to bridge the gap between existing and emerging technologies and enable organizations to achieve Smart Digital Transformation. That’s High Tech, Low Drama. 

Join Micro Focus on LinkedIn and follow @MicroFocus Twitter. 



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