OpenText Service Management (SMAX) uses built-in AI and analytics to deliver smart IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM).

Easy to deploy, configure, and update, OpenText Service Management enhances productivity through generative AI, codeless configurations, and out-of-the-box ITIL best-practice templates.

Explore the top features of OpenText Service Management in this quarterly releases blog post.

We are simplifying and rebranding our products to make it easier for you to understand and find our solutions. SMAX is now called OpenText Service Management.

OpenText Service Management (SMAX) 24.4—Top 3 features

• Additional HR catalog offerings are now available, including generative AI capabilities, and out-of-the-box integrations for HR tools. We’ve added 58 new out-of-the-box HR offerings for requests and questions, ranging from leave of absence and holiday balances to payslip deductions, job offer approvals, employee promotions, and onboarding for new employees.

Enhanced integrations with HR tools (SAP SuccessFactors and Workday) allow employees to easily access their profiles directly from the SMAX service portal. Employees can either submit a support request or ask Aviator, our generative AI virtual agent, for answers.

• A consolidated inbox lets service desk agents view and prioritize all their work—tasks, requests, incidents, changes, and problems—in one place. This feature, highly requested by many customers, now provides a significant usability and productivity boost for agents.

• The large language model (LLM) powering Aviator, our generative AI virtual agent, has been updated to Llama 3.1 and fine-tuned using ITOM product documentation.

Llama 3.1 improves accuracy, response quality, and the handling of more complex queries, making it ideal for organizations requiring advanced conversational AI. The fine-tuned model, trained with ITOM product documentation, helps Aviator better understand ITOM products. This means that when SMAX administrators or implementors ask Aviator questions about ITOM products, they receive more accurate and helpful answers.

 For details about these and other new features in the 24.4 release, visit the SMAX 24.4 practitioner portal.

SMAX 24.3—Top 3 features

• Aviator, our generative AI (GenAI) virtual agent, expands beyond English to offer support in seven additional languages. Watch Aviator’s multilingual capabilities in action as it tackles a question from a user in French and German in the video below.

• Aviator empowers service workflow automation with GenAI-enriched workflows. Now you can configure Aviator business rules to perform and trigger next steps for use cases that include sentiment analysis, knowledge article creation, and change risk assessments. For example, when a user posts a new comment regarding a ticket, Aviator can automatically detect a sentiment change. If the sentiment is negative, Aviator can automatically escalate the ticket. With the ticket escalated, downstream workflows, such as emailing the user and assigning the ticket to the escalation team, can take place.  

Try this click-through demo to see how Aviator detects a change in user sentiment and updates the ticket from neutral to negative, automatically triggering a ticket escalation.

• Enable easier integrations with new and enhanced features. Simpler configurations in the Integration Studio, new actions for Microsoft Graph, and new connectors for Smartsheet, Asana, and Webex REST APIs are now available.

For details about these and other new features in the 24.3 release, visit the SMAX 24.3 practitioner portal.

SMAX 24.2—Top 3 features

• GenAI increases service desk agent productivity. Our private generative AI virtual agent, IT Operations Aviator, has been empowering users to self-resolve common requests since the 23.4 release. In this video, watch how Aviator responds to an employee’s request about reimbursement for fitness classes.
  

Now in this release, service desk agents can also interact with Aviator for more efficient ticket handling via a new embedded widget in the SMAX interface. Aviator summarizes tickets and suggests relevant solutions for faster ticket resolutions.

• Gain external reporting flexibility with new options for historical and software asset management (SAM) data. SMAX customers can create reports for SAM-related data, which includes compliance and product license details. A sample SAM Microsoft Power BI report is available for download on the ITOM Marketplace.
• Deploy, manage, and configure SMAX with industry-standard Helm. By using the Helm approach, SMAX customers gain quicker deployments and faster R&D.

For details about these and other new features in the 24.2 release, visit the SMAX 24.2 practitioner portal.

SMAX 24.1—Top 3 features

• OpenText expands delivery for private generative AI. Our private generative AI chatbot, IT Operations Aviator, has been available to SMAX SaaS customers since the 23.4 release. Now off-cloud SMAX customers can also use Aviator as part of an early adopter program.
• Aviator offers multichannel user experiences. In addition to the SMAX service portal, users can use the SMAX mobile app or a Microsoft Teams bot to interact with Aviator. By making GenAI accessible in your employees’ workspaces or their preferred communication tools, you can elevate the user experience.
• Custom apps built in Studio are available on mobile. Search, view, and edit records for your SMAX Studio apps using the agent mobile app. If your apps have defined approval plans, application records can be approved in the mobile app too.

For details about these and other new features in the 24.1 release, visit the SMAX 24.1 practitioner portal.

SMAX 23.4—Top 3 features

• A private generative AI virtual assistant, IT Operations Aviator, launches for SMAX. Aviator responds to user requests with relevant, human-like answers. By empowering users to resolve common support requests on their own, Aviator reduces the burden on Tier 1 support agents. Secure and relevant, it runs on a private large language model (LLM), enforces access control, and works with domain-specific enterprise knowledge.
• Set and track service level targets for problem management. If you’re proactively identifying patterns to quickly spot problem areas for further investigation, you can now use service level management (SLM) to prioritize, monitor, and improve your problem management process.
• OBM event browser is embedded in the SMAX incident form. Now you can identify root cause of incidents faster with real-time event data.

For details about these and other new features in the 23.4 release, visit the SMAX 23.4 practitioner portal.

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