List of OpenText Service Management Automation X (SMAX) Customers
OpenText
275 Frank Tompa Drive,
Waterloo, N2L 0A1, ON,
Canada
Waterloo, N2L 0A1, ON,
Canada
1 519-888-7111
Communications
21400
$5.2B
Since 2010, our global team of researchers has been studying OpenText Service Management Automation X (SMAX) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased OpenText Service Management Automation X (SMAX) for IT Service Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using OpenText Service Management Automation X (SMAX) for IT Service Management include: Petroleum Development Oman, a Oman based Oil, Gas and Chemicals organisation with 8500 employees and revenues of $7.30 billion, Diebold Nixdorf, a United States based Professional Services organisation with 21000 employees and revenues of $3.46 billion, Zurich Airport Switzerland, a Switzerland based Transportation organisation with 1793 employees and revenues of $1.65 billion, Export Development Bank of Egypt, a Egypt based Banking and Financial Services organisation with 1692 employees and revenues of $582.0 million and many others.
Contact us if you need a completed and verified list of companies using OpenText Service Management Automation X (SMAX), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Diebold Nixdorf | Professional Services | 21000 | $3.5B | United States | OpenText | OpenText Service Management Automation X (SMAX) | IT Service Management | 2024 | OpenText |
In 2024 Diebold Nixdorf migrated its on premises SMAX implementation to OpenText Service Management Automation X (SMAX) SaaS to modernize IT service processes within its IT Service Management environment. The deployment was executed with OpenText as vendor and delivered by OpenText Professional Services across North America, Europe and Asia, aligning the SaaS architecture with the companys global IT operations.
The implementation provisioned core IT Service Management capabilities including incident management, service catalog and self service portal, workflow automation and service level management, together with operational analytics and reporting. Configuration emphasized multitenant SaaS configuration controls, role based access for regional IT teams and automation of common service desk workflows to reduce manual ticket handling.
Architecturally the OpenText Service Management Automation X (SMAX) SaaS instance was integrated via APIs with Operations Bridge for event ingestion and correlation, and with Universal CMDB to reconcile configuration items and enrich incident and change context. Integrations focused on event to incident orchestration and CMDB driven incident triage, enabling a unified operational picture between monitoring, configuration management and the IT service desk.
Governance centered on centralized configuration governance and regional operating procedures to support rollout across North America Europe and Asia, with OpenText Professional Services coordinating cutover and knowledge transfer to local IT operations. Diebold Nixdorf reported a 30% reduction in service desk calls and lower maintenance and infrastructure costs following the migration, outcomes provided by the vendor case study.
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Export Development Bank of Egypt | Banking and Financial Services | 1692 | $582M | Egypt | OpenText | OpenText Service Management Automation X (SMAX) | IT Service Management | 2024 | Raya IT |
In 2024, Export Development Bank of Egypt deployed OpenText Service Management Automation X (SMAX) as its IT Service Management platform to address a traditional IT infrastructure that had become complex to maintain and lacked reporting capabilities. The implementation aligned IT operations with the bank's customer-centric service management strategy and targeted improvements across both IT and non-IT service workflows.
OpenText Service Management Automation X (SMAX) was configured to deliver smart self-serve capabilities, automate manual and paper-based processes, and digitize IT financial management documentation. The deployment leveraged SMAX platform features for configurable workflows and low-code customization to enable tailored service request and tracking flows, and to extend support beyond IT into finance and human capital management. The solution incorporates private generative AI capabilities to enhance support automation and knowledge-driven handling of incidents and requests.
The program integrated SMAX with OpenText Operations Orchestration to automate, integrate and orchestrate IT processes, and with OpenText Universal Discovery and CMDB to discover, map, and manage configuration items across the environment, using native APIs and connectors. Operations Orchestration workflows were used to optimize IT operations performance and to apply more stringent security controls during orchestration. Deployment scope explicitly included IT service delivery as well as non-IT departments such as financial control and HR, and the bank operates from its headquarters in Cairo, Egypt.
Raya IT served as the implementation partner and bank governance was driven by the Head of Governance and the IT Service Delivery Unit Head, who led workflow customization and rollout planning. Governance efforts focused on extending SMAX into non-IT departments, improving accuracy and enabling real-time tracking, with emphasis on configurable workflow governance, process ownership, and staged rollout to business units.
Outcomes reported in the implementation narrative include enhanced operational efficiencies and innovation in IT infrastructure management, accelerated digital transformation aligned with service management goals, reduced errors and improved accuracy in non-IT processes, real-time tracking capabilities for better financial and HR control, and a largely paperless IT financial management environment that supports the bank's ESG objectives.
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Petroleum Development Oman | Oil, Gas and Chemicals | 8500 | $7.3B | Oman | OpenText | OpenText Service Management Automation X (SMAX) | IT Service Management | 2020 | OpenText |
In 2020, Petroleum Development Oman implemented OpenText Service Management Automation X (SMAX) to deliver a consolidated service and asset management portal called Digital Gateway for approximately 12,000 users across the Oman organisation. The IT Service Management deployment incorporated OpenText Operations Orchestration to embed automation into incident and request lifecycles while preserving a single portal for service delivery and asset visibility.
The implementation included SMAX Asset Management SACM capabilities and vendor KPI tracking, combined with a self service portal and automated agent workflows. OpenText Service Management Automation X (SMAX) was configured to support service catalog, incident management, asset reconciliation and analytics driven workflows, enabling smart analytics for root cause and trend analysis and improving agent productivity as stated in the engagement notes.
Execution was provided by OpenText Professional Services, which delivered configuration, orchestration runbooks and portal consolidation across the Oman organisation. Integrations were focused on Operations Orchestration to operationalize automation playbooks and on vendor KPI feeds to centralize third party performance data within the SMAX platform.
Governance shifted toward a centralized service and asset management model, with consolidated asset records and vendor KPI tracking used to standardize operational oversight and supplier performance workflows. The rollout rapidly delivered self service and automation benefits across Petroleum Development Oman, extending IT Service Management coverage to broader operational and vendor management functions as described by the project source.
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Transportation | 1793 | $1.6B | Switzerland | OpenText | OpenText Service Management Automation X (SMAX) | IT Service Management | 2022 | OpenText |
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FAQ - APPS RUN THE WORLD OpenText Service Management Automation X (SMAX) Coverage
OpenText Service Management Automation X (SMAX) is a IT Service Management solution from OpenText.
Companies worldwide use OpenText Service Management Automation X (SMAX), from small firms to large enterprises across 21+ industries.
Organizations such as Petroleum Development Oman, Diebold Nixdorf, Zurich Airport Switzerland and Export Development Bank of Egypt are recorded users of
OpenText Service Management Automation X (SMAX) for IT Service Management.
Companies using OpenText Service Management Automation X (SMAX) are most concentrated in Oil, Gas and Chemicals, Professional Services and Transportation, with adoption spanning over 21 industries.
Companies using OpenText Service Management Automation X (SMAX) are most concentrated in Oman, United States and Switzerland, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of OpenText Service Management Automation X (SMAX) across Americas, EMEA, and APAC.
Companies using OpenText Service Management Automation X (SMAX) range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 75%, and global enterprises with 10,000+ employees - 25%.
Customers of OpenText Service Management Automation X (SMAX) include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified OpenText Service Management Automation X (SMAX) customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of IT Service Management.