--- title: "OpenText Service Management Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about OpenText Service Management Software - reviews, pricing plans, popular comparisons to other ITSM products and more." source_url: "https://www.capterra.com/p/174865/Service-Management-Automation/" page_type: "product" language: "en" --- # OpenText Service Management Software Review 2026: Features, Reviews, Integrations, Pros & Cons Last updated on August 26, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support) OpenText Service Management ## What is OpenText Service Management? SMAX IT Service Management (ITSM) software by OpenText is an IT service management solution that provides capabilities for IT service desk, incident management, problem management, change management, knowledge management, request fulfillment, and more. The software aims to help IT teams deliver efficient services and superior user experiences. ## What is OpenText Service Management used for? [IT Service](https://www.capterra.com/it-service-software/)[Service Desk](https://www.capterra.com/service-desk-software/)[ITSM](https://www.capterra.com/itsm-software/) Top alternative Featured Overall rating Based on 0 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Starting price $79 Per User, Per Month Free trial not available Free version not included Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for OpenText Service Management?[Manage this product listing](https://www.g2.com/products/opentext-service-management/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### OpenText Service Management 0.0 VS. [4.6 (798)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting Price $79 Per User, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 0.0 (0) Ease Of Use 4.6 (761) Value For Money 0.0 (0) Value For Money 4.4 (541) Customer Service 0.0 (0) Customer Service 4.5 (551) ## OpenText Service Management alternatives [4.5 (522)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price $89.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Starting price $17.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.4 (4,092)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $115.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.4 (234)](https://www.capterra.com/p/179501/ManageEngine-Service-Desk-Plus/reviews/) Starting price $16.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 90% of reviewers rated it above 4 stars ## FAQs about OpenText Service Management Overview ### What company size and specific industries is OpenText Service Management built for? OpenText Service Management is designed for mid-market and enterprise organizations that need service management support across IT, HR, business operations, and procurement. It fits teams such as service managers, help desk technicians, support specialists, asset managers, and managers handling internal service requests. Features and Usability ### What are the key features of OpenText Service Management? OpenText Service Management includes incident management, problem management, change management, and support ticket management for IT service workflows. It also offers a self service portal, knowledge base management, automated routing, IT asset management, analytics, API access, customer support, and generative AI features. Integrations ### Which third-party tools and platforms does OpenText Service Management integrate with? OpenText Service Management integrates with 9 third-party tools and platforms, including GitHub, Google Cloud, JIRA Service Management, Jenkins, Microsoft Azure, Microsoft Power Automate, Microsoft Teams, WhatsApp, and Workday HCM. These integrations cover development, cloud, automation, communication, and HR workflows. Getting Started and Support ### What customer support options does OpenText Service Management offer? OpenText Service Management provides Email/Help Desk, Knowledge Base, Phone Support, and Chat. Support experience details are not available here, so no claims can be made about response times, helpfulness, or common frustrations. ## Features AI summary Based on 834 ITSM reviews Capterra data shows that buyers of ITSM software rank the following features as their top priorities: - **Asset Tracking** (**53%** of reviewers rated this feature as critical) - **Support Ticket Management** (**58%**) - **Incident Management** (**60%**) OpenText Service Management includes **Support Ticket Management** and **Incident Management**, giving IT teams a clear way to log service requests, resolve disruptions, and keep support operations moving efficiently. However, it does not include **Asset Tracking**. Instead, it offers **Problem Management** (**46%**), which helps teams identify root causes behind recurring issues and reduce repeat incidents over time, helping businesses improve service quality and maintain more reliable IT operations. Analytics Tools for the systematic analysis of various types of data or statistics API Application programming interface that allows for integration with other systems/databases Automated Routing Tickets are automatically assigned to specific agents based on predefined rules Change Management Track and monitor efficient handling of all changes/transitions Customer Support Provide online support for your customers through live chat or help desk functionality Generative AI Use AI to generate content in the form of text, images, videos, etc. OpenText Service Management 14 features ### All Features - Analytics: Tools for the systematic analysis of various types of data or statistics - API: Application programming interface that allows for integration with other systems/databases - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Change Management: Track and monitor efficient handling of all changes/transitions - Customer Support: Provide online support for your customers through live chat or help desk functionality - Generative AI: Use AI to generate content in the form of text, images, videos, etc. - Help Desk Management: Managing service requests, incidents, IT issues & support with a ticketing system - Incident Management: Manage and track all disruptions and incidents - IT Asset Management: Managing inventories and tracking changes to hardware and software configurations - Knowledge Base Management: Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support - Knowledge Management: Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills - Problem Management: Identify and solve underlying cause of incident(s), and prevent future incidents from occurring - Self Service Portal: Online portal through which end users can access the system, manage tasks, or obtain information - Support Ticket Management: Allow customers/users to submit support queries and service requests --- Get Advice We can help you find the software with the features you need. ## Pricing Basic $79.00 Per User,Per Month ## Integrations [ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Microsoft Teams](https://www.capterra.com/p/168668/Microsoft-Teams/)[ GitHub](https://www.capterra.com/p/129067/GitHub/)[ Google Cloud](https://www.capterra.com/p/268690/Google-Cloud-Platform/)[ Microsoft Azure](https://www.capterra.com/p/16365/Azure/)[ Workday HCM](https://www.capterra.com/p/66908/Workday-HCM/)[ JIRA Service Management](https://www.capterra.com/p/227102/JIRA-Service-Management/)[ Jenkins](https://www.capterra.com/p/171026/Jenkins/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.