Micro Focus Service Management Automation X (SMAX) – now OpenText SMAX
OpenText SMAX (formerly Micro Focus Service Management Automation X) is an IT service management and enterprise service management software platform that helps organizations automate and manage ITIL-based service desk, incident, problem, change, and request workflows. Delivered as part of OpenText’s IT operations management portfolio, it serves mid-sized and large enterprises seeking to standardize and automate IT and business service delivery across on‑premises and cloud environments. The product generates revenue through software licenses and subscriptions, along with associated support and professional services sold by OpenText.
- IT Consulting & Implementation
- Business Process Management
- Workflow Automation
- Revenue
- $4.5B
- Employees
- 25,000
- Founded
- 1991
- Headquarters
- Waterloo, Canada
What 9 Arbolus experts think of Micro Focus Service Management Automation X (SMAX) – now OpenText SMAX
NPS scores for OpenText SMAX skew positive, with 70% of responses at 7 or above (max 10, min 1). Renewal intent is mixed—one high spender (insurance) is not renewing, while another (manufacturing) is undecided at pilot stage but invested significantly. Implementation stages are evenly distributed: long-term (more than 1 year), less than 1 year, pilot, and offboarding. Stickiness is high for users with long deployments, lower for influencers at high spend nearing offboarding.Overall Customer Sentiment: Neutral
Who reviewed Micro Focus Service Management Automation X (SMAX) – now OpenText SMAX
- C-Suite 56% (5)
- Director 33% (3)
- Manager 11% (1)
Employer names and spend open once the report publishes.
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Sentiment
22 Net Promoter Score, from 9 scored reviews- Promoters 3
- Passives 5
- Detractors 1
Cumulative NPS by month
-2 over 4 months- Mar 9
- Apr 8
- May 7
- Jun 7
Net Promoter Score across 1 reviews, accumulated up to each month. Category median 22 across 1 companies.
Written answers and themes publish with the full report.
Renewal intent
Plan to renew 33%Plan to renew, by seniority
- 50% 2 answers
- 0% 1 answer
- 9/10 Average score from customers who will renew
- 7/10 Average score from undecided customers
- 1/10 Average score from customers not renewing
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