Service Management Automation X

OpenText SMAX for ITSM, ITAM and ESM.

Service Management Automation X (SMAX) delivers powerful service management for efficient IT Service Management, IT Asset Management and Enterprise Service Management, based on embedded machine learning, analytics and codeless configuration.

Explore Capabilities View ESM Use Cases

ITSM ITIL-aligned service desk and service management processes.

ITAM IT asset lifecycle control for inventory, contract, vendor, procurement and SAM.

ESM Extend AI-driven service management to non-IT functions such as HR, finance and facilities.

SMAX Architecture View

ML + Analytics

Service Management Automation X (SMAX)

ITSM

ITAM

ESM

Machine Learning

Analytics

Automation

Codeless Configuration

Virtual Agent

Self-Service Portal

SaaS • On-premises • AWS • Azure • Google Cloud

Quick View

SMAX helps automate, extend and simplify service management.

SMAX is designed to automate resolution, support ITIL-aligned ITSM and ITAM processes, detect repetitive incident and failed change patterns, configure without code, extend service management to non-IT functions and run flexibly across SaaS, on-premises and cloud environments.

Automate Resolution

AI helps deliver instant answers for users and service agents.

ITIL-aligned Processes

Deliver services efficiently and control the service lifecycle with out-of-the-box ITSM and ITAM processes.

Detect Patterns

AI helps detect patterns in repetitive incidents and failed changes before they become bigger issues.

Configure Without Code

Business process owners can manage services without high-cost technical customization.

Extend to Non-IT

Extend AI-driven service management to business functions beyond IT.

Flexible Deployment

Run your service desk as SaaS, on-premises or in the cloud with AWS, Azure and GCP.

Single Portal

Simplify the experience with intuitive self-service, automated fulfillment and accurate answers.

User Self-Resolution

Empower users with natural language search, conversational virtual agents and social collaboration.

Product Highlights

Simplify work, realise value quickly and improve employee experience.

The SMAX data sheet highlights three major areas: unburdening agents, increasing business resilience and simplifying the employee experience.

Simplify Work and Unburden Agents

SMAX helps create and fulfil services, resolve issues faster and reduce manual, error-prone work through AI-driven automation, analytics and intelligent knowledge management.

Increase Business Resilience

SMAX reduces the resources required to update and run the service desk, supports SaaS, on-premises and cloud deployment, and helps drive down total cost of ownership.

Simplify Use and Delight Employees

SMAX improves employee experience with consumer-like, intuitive, no-wait self-service through a single portal, catalog, virtual agent, smart search, mobile access and collaboration.

Key Benefits

Eleven benefits highlighted for SMAX.

The data sheet lists benefits around ticket reduction, service quality, TCO, user autonomy, automation, time-to-value, restore times, operations, updates and change effectiveness.

Lower Ticket Volumes

Lower ticket volumes and faster resolution times.

Service Quality

Increased service quality and ability to meet service levels.

Low TCO

Low total cost of ownership.

User Autonomy

Improved end-user autonomy.

Less Manual Work

Reduced manual, error-prone work.

User Experience

Superior user experience and satisfaction.

Time to Value

Quick time to value and continuous delivery.

Faster Restore

Accelerated mean-time-to-restore services.

Fast Operation

Fast installation, configuration and operation.

Easy Updates

Easy and seamless updates.

Change Success

Increased change effectiveness and success, reducing service outages.

Key Features

Capabilities for IT agents, business teams and users.

SMAX groups its key features into three areas: For IT and Agents, For the Business and For Users.

For IT and Agents

Features that help service desk teams process requests, detect patterns and improve resolution.

Live Support
Smart Ticket auto-categorization and routing
Hot-Topics Analytics
Change Analytics
Fast CI Detection
Peer-to-Peer Discussion
ITIL-aligned for ITSM

For the Business

Features that allow business process owners to configure, extend and automate service workflows.

Codeless Configuration
Hassle-Free Updates
Automate Processes, Workflows and Tasks
Studio and Extensible Studio Apps
Flexible Deployment Options
Out-of-the-box Integrations
Marketplace Apps

For Users

Features that improve self-service, mobile access, collaboration and continuous support.

Single, Intuitive Self-Service Portal
Smart Search
Virtual Agent
Smart Ticket and Smart Email
Native Mobile Apps
Social Collaboration
On-the-Fly Translation

Enterprise Service Management

ESM high-level use cases inside SMAX.

SMAX can extend service management to non-IT functions such as HR, finance, facilities and more. The following 20 items are practical high-level ESM examples, not individual OpenText product modules.

HR Onboarding & Offboarding

A single “New Hire” workflow coordinates IT laptop provisioning, Facilities desk allocation, Finance payroll setup and Security badge issuance.

Facilities & Maintenance Requests

Employees report broken air conditioning, flickering lights or leaks through a portal or mobile app, with requests routed and tracked against service targets.

Finance: Invoice & Expense Approvals

Invoice and expense submissions follow approval workflows based on value thresholds, supporting compliance and auditability before ERP posting.

Legal: Contract Review

Contract requests, review cycles, version control, approval deadlines and clause templates are managed through a central service workflow.

Procurement: Vendor Intake

Vendor onboarding and sourcing activities can be tracked through structured workflows covering risk assessments, RFPs, approvals and vendor communications.

Marketing Requests

Internal teams submit creative briefs, while marketing teams manage prioritisation, assignment, approvals and delivery timelines.

Fleet & Asset Management

Vehicles, equipment and high-value assets are tracked with maintenance schedules, lease renewals, fuel cards and compliance requirements.

Customer Service Management

External customers submit issues through self-service channels while agents review histories, recommended answers and service records.

Risk & Compliance Auditing

Cross-department workflows can track regulation changes, gap remediation, ownership and audit readiness.

IT & OT Convergence

Operational Technology issues, such as production line sensor problems, can be managed through structured service workflows.

Workplace Moves, Adds & Changes

Office moves, team expansions and seating changes are coordinated across Facilities, IT and Security through a single request.

Corporate Real Estate & Lease

Lease renewals, landlord requests, compliance requirements and occupancy information are tracked with alerts and ownership.

Security Exception Requests

Temporary access requests to restricted systems or data can include risk assessment, time-bound approval and audit trail tracking.

Data Privacy Requests

Access or erasure requests can be coordinated across Legal, IT and Data Owners with SLA tracking and compliance documentation.

Corporate Communications

Town halls, newsletters and crisis communications can be managed through request intake, approval, content creation and publishing timelines.

Learning & Development Requests

Employees request training, certifications or conference attendance with manager approvals, HR tracking and Finance reimbursement workflows.

Business Continuity Response

Major incidents can trigger response tasks across IT, Security, Legal and Communications with visibility and post-incident reporting.

Sales Operations & Deal Desk

Pricing exceptions, contract approvals and deal support requests can be routed across Finance, Legal and Sales Leadership.

Sustainability & ESG

Carbon reduction initiatives, supplier sustainability assessments and regulatory disclosures can be tracked with milestones and ownership.

Executive & Board Requests

Confidential, high-priority requests such as presentations, data pulls or strategic analysis can be securely routed and tracked.

These are high-level ESM example scenarios for explaining how SMAX can support non-IT service workflows. They should not be presented as separate official OpenText SMAX modules.

Editions and Deployment

SMAX Express and SMAX Premium.

SMAX is available in two suite editions: Express and Premium. The data sheet also highlights licensing flexibility, SaaS subscription models and multi-tenant deployment support.

SMAX Express

Edition use case: Service Management for IT and non-IT.

Service Desk and Service Portal
Native mobile app
Smart analytics
Studio
Smart virtual agent
Service Level, Change, Release, Knowledge, Incident and Problem Management
SACM
Universal CMDB
Vendor Management
Service Catalog Management
Service Portfolio Management

SMAX Premium

Edition use case: Service Management for IT and non-IT, plus Asset Management for IT.

SMAX Express capabilities
Contract Management
Procurement Management
Idea & Proposal Management
Application Portfolio Management
Project & Program Management
Financial Management

Delivery Format

SMAX supports containers. SMAX Premium also includes SaaS as a delivery format in the edition table.

Public Cloud Support

AWS, Microsoft Azure and Google Cloud are listed as public cloud support options.

Licensing and Multi-Tenancy

SMAX supports named-user and concurrent user licensing flexibility, SaaS standard and flex subscription models, and multi-tenant deployments for development, test, production or service provider environments.

Partner Support

Nanyang Tech supports SMAX planning and adoption.

As an OpenText partner, Nanyang Tech supports organisations in understanding, planning and implementing SMAX based on service management requirements, deployment preferences and business workflow needs.

Assess

Review current service request handling, departments, workflows, approval paths and service management goals.

Plan

Map SMAX to ITSM, ITAM and ESM needs, including service catalog structure, workflows and deployment approach.

Support

Assist with configuration planning, adoption and continuous improvement after deployment.

Extend service management with OpenText SMAX.

Bring ITSM, ITAM and Enterprise Service Management together with machine learning, analytics, automation, self-service and codeless configuration.

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OpenText, Service Management Automation X, SMAX and related product names are trademarks or registered trademarks of Open Text. Product capabilities may vary by edition, deployment model and licensing.