AI-driven, cloud-based ITSM platform supporting ITIL best practices, automated ticketing, change and incident management, analytics, and regulatory support for regulated industries including finance and brokerages.
More about Micro Focus (OpenText)
Systems for managing IT service requests, incidents, problems, and changes across the organization, often following ITIL or other service management frameworks.
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Self-Service Portal Allows end-users to create and manage their own service requests via a web portal. |
SMAX includes a self-service portal for users to submit and track IT service requests as part of its ITSM suite. | |
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Knowledge Base Integration Provides access to self-help articles and documentation to reduce service tickets. |
Product documentation references integrated knowledge management for self-help to reduce service tickets. | |
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Request Categorization & Prioritization Automates sorting and prioritizing service requests according to defined rules. |
SMAX offers AI-driven categorization and prioritization of requests using machine learning. | |
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Request Fulfillment Time Average time taken to fulfill a service request. |
No information available | |
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Automated Routing Automatically assigns requests to the appropriate teams or personnel. |
Automatic routing of tickets is part of SMAX's AI-powered workflow. | |
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Customizable Forms Allows customization of request submission forms for specific information capture. |
Customizable forms for service requests are a standard feature. | |
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Multi-channel Request Submission Supports request submission via email, web, chat, and phone. |
SMAX supports ticket submission via web portal, email, chatbots, and more. | |
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Status Tracking Enables users and IT staff to track the live status of service requests. |
Real-time status tracking for tickets available to both users and support staff. | |
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Service Level Agreement (SLA) Tracking Monitors and enforces time limits for request resolution. |
SLA tracking and enforcement is promoted as a core feature. | |
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Approval Workflow Automation Automates the approval process for certain types of service requests. |
SMAX supports approval workflow automation for request and change processes. | |
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Request History and Audit Trail Maintains a record of all actions taken on service requests for compliance/audit purposes. |
Request history and audit trail features available for compliance and tracking. | |
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Mobile Accessibility Allows users and agents to manage requests via mobile devices. |
Mobile accessibility provided via web and native apps. | |
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Request Feedback Collection Collects customer satisfaction feedback after a request is completed. |
Product supports end-user feedback/survey collection after ticket closure. | |
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Bulk Request Management Enables bulk creation or updating of service requests. |
Bulk request management with batch operations is documented. | |
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Integration with Asset Management Links requests to specific assets for context and tracking. |
Integration with asset management capabilities is part of the SMAX platform. |
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Automated Incident Detection Integrates with monitoring systems to auto-create incidents from alerts. |
Automated incident detection via third-party monitoring integrations available. | |
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Incident Logging Central archive for recording details of each incident. |
Incident logging as part of incident management lifecycle is standard in SMAX. | |
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Incident Categorization and Prioritization Classifies and assigns priority to incidents for efficient triage. |
Incidents can be categorized and prioritized automatically via machine learning. | |
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Impact Assessment Evaluates and records the business impact of incidents. |
Impact assessment tools are described in incident management. | |
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Incident Resolution Time Time taken to resolve an incident from creation to closure. |
No information available | |
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Escalation Workflows Automatic escalation of unresolved incidents based on SLA rules. |
Escalation workflows based on SLA and priority shown in documentation. | |
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Communication and Notification Tools Notifies relevant stakeholders and users during incident lifecycle. |
Comprehensive notification tools for incident lifecycle are included. | |
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Major Incident Management Special process handling for critical/high-impact incidents. |
Major incident workflows are listed for critical incident handling. | |
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Root Cause Recording Documents identified root causes post-resolution for future reference. |
Root cause analysis and documentation standard for post-incident review. | |
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Incident Templates Predefined templates to simplify logging of recurring types of incidents. |
Incident templates available for common event types. | |
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On-call Management Integration Integration with on-call schedules to identify available responders. |
Integration with on-call scheduling supported by third-party connectors. | |
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Automated Incident Closure Incidents close automatically upon completion of resolution and verification. |
Auto-closure rules and automated incident closure is configurable. | |
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Incident Analytics and Reporting Generates reports on incident trends, types, resolution time, and more. |
Incident analytics, dashboards, and reporting are out-of-the-box with AI insights. |
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Problem Logging Provides a mechanism to record and track identified problems. |
Problem logging included as part of ITIL-aligned Problem Management module. | |
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Known Error Database Maintains a repository of known errors and their workarounds. |
Known Error Database supported, as per documentation for error and workaround tracking. | |
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Problem Analysis Tools Facilitates root cause analysis using techniques (e.g., 5 Whys, fishbone diagram). |
Problem analysis using various tools and methods provided. | |
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Linkage to Incidents Connects related incidents to a single problem ticket for holistic management. |
Problems can be linked to incidents in the system. | |
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Problem Prioritization Assigns priority based on impact and urgency to problems. |
Problem prioritization by impact and urgency forms part of workflow rules. | |
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Permanent Solution Tracking Tracks implementation of permanent solutions to problems. |
Permanent solution tracking incorporated in problem management UI. | |
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Problem Review and Closure Process Formal review before closure to ensure issue has been fully resolved. |
Problem closure includes structured review step. | |
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Problem Trend Analysis Provides analytics on problem occurrence and trends. |
Problem trend analysis and dashboard analytics are supported. | |
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Problem Reporting Enables detailed reporting on open, resolved, and recurring problems. |
Custom and pre-built reports available for problem management. | |
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Collaboration Tools Allows teams to collaborate with notes, attachments, and discussion threads on problems. |
Collaboration features includes notes, attachments, discussions on problem tickets. | |
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Problem Lifecycle Automation Automates movement through problem statuses based on triggers and workflow. |
Problem lifecycle automation managed via workflow and rules engine. | |
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Audit Trail for Problems Logs all modifications and actions taken on a problem ticket. |
Audit trails for problem tickets documented as feature for compliance. |
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Change Request Logging Captures and records all requests for change to IT infrastructure. |
Tracks and audits all change requests as part of ITIL Change Management in SMAX. | |
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Workflow Customization Customizable multi-stage workflows for review, testing, and approval. |
Workflow customization highlighted in official descriptions and whitepapers. | |
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Impact and Risk Analysis Assesses possible impacts and risks of proposed changes. |
Impact and risk analysis part of the change evaluation workflow. | |
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Change Calendar Visual display of planned changes to avoid conflicts. |
Change calendar feature included to visualize schedule and avoid collisions. | |
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Change Advisory Board (CAB) Integration Facilitates scheduling, voting, and documentation for CAB meetings. |
CAB process management available, including meeting scheduling and voting. | |
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Automated Notifications Notifies stakeholders about change status and upcoming implementations. |
Automated notifications built into workflow engine. | |
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Backout Planning Documentation and approval of rollback plans in case of failure. |
Backout planning forms and workflow approval supported in changes. | |
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Change Approval Time Time required for a typical change request to be approved. |
No information available | |
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Change Collision Detection System warnings for potentially conflicting changes. |
Change collision/conflict detection visualized in calendar and warnings. | |
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Change Documentation Attaches all supporting documentation, test results, and evidence. |
Extensive documentation management embedded in change and release forms. | |
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Change Implementation Tracking Logs the application, outcome, and status of each change. |
Change implementation steps and status tracked for each item. | |
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Post-Implementation Review Supports structured review of change outcomes to capture lessons learned. |
Supports review of changes post-implementation. | |
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Change Auditing Maintains a complete audit trail for compliance and control. |
Change auditing supported, meeting compliance needs for regulated industries. |
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Asset Inventory Management Central repository for all IT hardware, software, and virtual assets. |
Full asset inventory records integrated in configuration and asset modules. | |
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Auto-Discovery Automatically discovers and updates records of IT assets in the environment. |
Supports auto-discovery for adding/configuring assets. | |
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Configuration Management Database (CMDB) Repository of configuration items (CI) and their relationships. |
Robust CMDB capabilities included in SMAX. | |
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Asset Lifecycle Monitoring Tracks assets through procurement, deployment, maintenance, and retirement. |
Lifecycle management for assets described in product materials. | |
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Relationship Mapping Visual display of dependencies and relationships among assets and services. |
Asset relationship and dependency mapping tool is standard in SMAX. | |
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Change Impact Analysis Assesses which assets/services will be affected by proposed changes. |
Change impact analysis available via CMDB and change tools. | |
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Software License Management Tracks license usage, compliance, and renewal requirements. |
Software license management, including usage and renewals, integrated. | |
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Asset Tagging Supports tagging and tracking of physical and digital assets. |
Physical and virtual asset tagging and searching is part of inventory module. | |
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Integration with Procurement Systems Links asset records with purchasing/procurement data. |
Integration with procurement and financial systems is documented. | |
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Asset Valuation Captures and updates current asset value over time. |
Asset valuation and Cost Tracking described as available features. | |
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Audit Trails for Assets Tracks all changes and movements of each asset. |
Complete audit trails are maintained for asset changes. | |
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Bulk Asset Import/Export Facilitates batch upload and download of asset records. |
Bulk import/export functionality for asset data is listed. |
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SLA Definition Engine Construction of detailed agreement terms, escalation paths, and penalties. |
SLA definition engine for setting escalation paths and timelines. | |
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SLA Timer/Clock Realtime SLA countdown timer for each ticket/request. |
Includes real-time SLA timer/clock for request management. | |
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Breach Notifications Automatic escalation and notifications when SLA targets are at risk. |
Breach notifications and alerts on SLA violations are included. | |
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Multi-tier SLA Support Allows different SLAs for different categories, users, or services. |
Supports multiple SLA categories for different service levels. | |
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OLA/UC Management Supports OLAs (internal) and UCs (supplier) agreements/tracking. |
SMAX supports OLA/UC agreement management, as shown in documentation. | |
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SLA Reporting and Analytics Provides dashboards and exportable reports on SLA achievement and breaches. |
Analytics and configurable SLA reporting dashboards included. | |
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Out-of-hours SLA Configuration Considers support calendars in SLA timing. |
Out-of-hours configuration for SLA timing supported. | |
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Customer Communication Templates Reusable templates for proactive SLA-related communication. |
Reusable customer communication templates referenced in user materials. | |
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Real-time SLA Monitoring Monitors current SLA compliance for all open items. |
Real-time SLA monitoring and visibility confirmed in product descriptions. | |
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SLA Policy Versioning Tracks changes and provides version control for SLA policies. |
SLA policy versioning supported, as per audit trace and rollback of SLA policies. |
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REST API Support Full-featured, documented REST API for integration with external systems. |
RESTful API with thorough documentation available for integration scenarios. | |
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Pre-built Connectors Off-the-shelf integrations with common IT systems (Active Directory, monitoring, email, etc.). |
Offers many pre-built connectors for common integrations. | |
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Webhooks Supports push notifications to and from other systems based on events/triggers. |
Webhooks can be set for custom event integrations. | |
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Scripting and Automation Support Allows custom scripts or workflow configuration for advanced automation. |
Workflow designer supports custom scripts and automation. | |
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Marketplace for Add-ons Directory of available third-party integrations and add-ons. |
Marketplace for extensions/add-ons is available for SMAX. | |
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Data Import/Export Tools Bulk data transfer between platforms with configurable mapping. |
Bulk data import/export tools and templates supported. | |
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Custom Field Support Ability to add custom data fields to objects in the system. |
Custom field support provided in forms and tables. | |
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Event-Driven Integration Engine Orchestrates business logic triggered by system events. |
Event-driven business logic designer available in product. | |
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Open Authentication Standards Supports OAuth, SAML, or other secure authentication protocols for SSO/API usage. |
Supports OAuth, SAML, and other modern authentication protocols. | |
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Integration API Rate Limit Maximum supported number of API requests per second. |
No information available |
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Role-based Access Control Configurable permissions based on user roles and responsibilities. |
RBAC configurable for granular permissioning. | |
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Multi-factor Authentication Requires at least two authentication methods for access. |
Multi-factor authentication available as a security feature. | |
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Single Sign-On (SSO) Integration with enterprise authentication providers for simplified secure access. |
Single sign-on (SSO) with enterprise authentication is offered. | |
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Data Encryption at Rest All customer and system data is encrypted when stored. |
Data encryption at rest part of product's security certifications. | |
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Data Encryption in Transit TLS or equivalent protection for all communication. |
TLS/SSL enforced for all data in transit. | |
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Audit Logging Tracks every user action and system change for compliance. |
Audit logging available for compliance and traceability. | |
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Compliance Certifications Supports PCI-DSS, SOX, GDPR, and other regulatory requirements. |
Many compliance certifications listed, e.g., GDPR, SOX, PCI-DSS. | |
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Regular Security Updates Receives frequent, automatic security patching and upgrades. |
Frequent security updates are managed via automatic patching. | |
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Access Review and Certification Tools to review and certify access rights regularly. |
Tools for regular entitlement review and certification are included. | |
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Data Retention Policies Configurable policies for automatic data archiving/deletion. |
Data retention policies support configuration and automation. | |
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Anonymization and Masking Capability to mask or anonymize sensitive data sets for non-production uses. |
Data anonymization and masking features mentioned for non-production environments. |
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Real-time Dashboards Live views of service health, workload, and open tickets across IT services. |
Real-time operational dashboards available for live monitoring. | |
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Custom Report Builder Allows creation of custom reports with selectable fields and filters. |
Custom report builder supports configurable analytics. | |
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Scheduled Reporting Automatic generation and delivery of reports at specified intervals. |
Automatic scheduled report delivery via email supported. | |
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Historical Trend Analysis Identifies trends in service requests, incidents, and assets over time. |
Trend analysis tools for historical service/incident data. | |
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KPI Monitoring Tracks achievement of key performance indicators for teams and services. |
KPI dashboards for teams/services are built-in. | |
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Drill-down Capabilities Users can drill into summary figures for detailed investigation. |
Drill-down to granular data from dashboard widgets is supported. | |
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Export Options Download reports in common formats (CSV, PDF, XLS). |
Export of reports in multiple formats (CSV, PDF, XLS) supported. | |
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Report Sharing Shareable links or automatic email delivery to stakeholders. |
Reports can be shared via links or email. | |
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Data Visualization Tools Graphical presentations of metrics (charts, graphs, heatmaps). |
Extensive data visualization options are embedded in the platform. | |
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Pre-Built Templates Common reports (SLA, volume, productivity) available out-of-the-box. |
Pre-built out-of-the-box reporting templates are included. |
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Customizable User Interface Allows admins and users to adjust layouts, themes, and navigation. |
UI customization for layouts and themes provided. | |
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Accessibility Compliance Conforms to standards (e.g. WCAG, Section 508) for users with disabilities. |
Accessibility compliance is mentioned in product materials (WCAG, Section 508). | |
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Localization/Multilingual Support Offers the interface in multiple languages for global teams. |
Multilingual UI support for global deployment. | |
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Mobile App Availability Native mobile applications for iOS and Android devices. |
Native mobile apps for iOS and Android available. | |
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Performance/Snappiness Average system response time for UI actions. |
No information available | |
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Contextual Help & Tooltips Dynamic, in-app guidance for new or infrequent users. |
Contextual help, tutorials, and dynamic tooltips available in UI. | |
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User Onboarding Tools Walkthroughs, checklists, and tutorials for new users. |
User onboarding tools, including checklists and walkthroughs, present. | |
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Personalized Dashboards Users can create personal views of important metrics and tickets. |
Personalized dashboards configurable by each user. | |
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Unified Search Cross-module, full-text search functionality. |
Unified cross-module search included in system. | |
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Notification Preferences Users can customize their notification settings per medium and event. |
Notification preferences and delivery method settings are customizable per user. |
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Multi-tenancy/Partitioning Supports multiple departments, subsidiaries, or brokerage entities within a single solution. |
Multi-tenancy/partitioning for departments/entities available. | |
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User Role and Permission Management Fine-grained control over what each user can view and do. |
Role-based and granular permissioning for users/roles. | |
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Bulk User Import/Provisioning Systematic onboarding of users from directories or CSV imports. |
Supports bulk user import/provisioning with integration to directory services. | |
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High Availability Architecture supports clustering and failover to ensure service continuity. |
High availability and clustering supported for enterprise deployments. | |
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Data Backup & Recovery Automated, scheduled system backups with recovery procedures. |
Automated and scheduled backup & recovery workflows are included. | |
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Disaster Recovery Time Objective (RTO) Maximum allowed downtime in case of major outage. |
No information available | |
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Disaster Recovery Point Objective (RPO) Maximum allowed data loss measured in time. |
No information available | |
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Scalable Architecture Can support rapid growth in user base and transaction volumes. |
Cloud-native/scalable architecture for growth and large-scale operations. | |
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24/7 Vendor Support Availability Availability of live or ticket-based vendor support any time. |
24/7 global support options available from OpenText/Micro Focus. | |
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Release and Patch Management Automated rollout and rollback processes for updates. |
Release and patch management automated as part of cloud offering. | |
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Monitoring and Alerting Proactive alerts for outages, system errors, or abnormal activity. |
Monitoring and alerting for ITSM platform status built-in. |
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