List of Service Management Automation X (SMAX) Customers
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Since 2010, our global team of researchers has been studying 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 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 Service Management Automation X (SMAX) for IT Service Management include: 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 2163 employees and revenues of $1.40 billion, Export Development Bank of Egypt, a Egypt based Banking and Financial Services organisation with 1692 employees and revenues of $582.0 million, ePLDT, a Philippines based Professional Services organisation with 600 employees and revenues of $75.0 million and many others.
Contact us if you need a completed and verified list of companies using 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 | Service Management Automation X (SMAX) | IT Service Management | 2022 | n/a |
In 2022 Diebold Nixdorf deployed Service Management Automation X (SMAX) as a SaaS instance to align with a cloud-first strategy and reduce maintenance, servicing more than 30,000 users and managed-service customers across its operations. The deployment concentrated on IT Service Management workflows to centralize incident, problem, and change processes and to standardize triage and escalation across distributed support teams.
Service Management Automation X (SMAX) was configured with core ITSM modules for incident management, problem management, and change management, alongside workflow automation and service-desk ticketing capabilities typical of the IT Service Management category. Integrations were implemented with Operations Bridge and with Universal CMDB to synchronize monitoring alerts and configuration item data, enabling event-to-ticket orchestration and CMDB-driven change controls.
Operational coverage targeted Diebold Nixdorf managed-service operations and internal IT support functions, consolidating ticketing and incident handling across the company’s service footprint. Governance was adjusted for SaaS delivery with centralized configuration management and standardized incident and change workflows to reduce on-premises servicing overhead.
According to the vendor case study the SMAX SaaS deployment delivered about a 30% reduction in service-desk call volumes.
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ePLDT | Professional Services | 600 | $75M | Philippines | OpenText | Service Management Automation X (SMAX) | IT Service Management | 2020 | n/a |
In 2020, ePLDT implemented Service Management Automation X (SMAX) from OpenText as its IT Service Management platform. The deployment was scoped to support IT service continuity and service delivery functions across ePLDT’s Philippines operations, targeting service delivery engineers, IT operations, and business areas that rely on continuity planning and recovery procedures.
The implementation configured Service Management Automation X (SMAX) modules for Service Continuity Management, Change Management, Incident and Problem Management, Service Catalog, and Configuration Management. SMAX was used to document and maintain recovery plans, schedule and record continuity tests, and store procedures and runbooks to support business impact analyses and risk management exercises.
Operational design emphasized governance integration with Change Advisory Board workflows, allowing changes to be assessed for impact on continuity plans and ensuring plan updates through formal CAB review. The platform captured post-mortem reviews, corrective actions, and supplier management information to support invocation and restoration procedures when continuity plans are invoked.
Rollout incorporated a maintained IT testing schedule within SMAX, annual quality review cycles for continuity procedures, and role based access for service delivery and operations staff to invoke plans and document outcomes. The configuration focused on process orchestration for continuity management, alignment of documented service continuity objectives with supported business areas, and centralized control of continuity testing and remediation artifacts.
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Export Development Bank of Egypt | Banking and Financial Services | 1692 | $582M | Egypt | OpenText | Service Management Automation X (SMAX) | IT Service Management | 2024 | n/a |
In 2024, Export Development Bank of Egypt selected OpenText Service Management Automation X (SMAX) for IT Service Management. The Cairo-focused deployment aimed to introduce smart self-service and automation to reduce manual, paper-based processes across IT and to extend service management capabilities into non-IT departments, aligning operational change with the bank’s move toward a largely paperless organization and ESG objectives.
The implementation centers on Service Management Automation X (SMAX) modules and capabilities consistent with service desk and enterprise service management patterns, inferred to include incident management, service catalog and request fulfillment, knowledge management, and workflow-driven automation. Configuration emphasized automated self-service portals, form-driven request intake, and orchestration of routine IT and internal service tasks to minimize manual handoffs and paper forms.
Operational scope covers IT support teams and a broader set of non-IT internal services within the bank, deployed for users and service owners based in Cairo, Egypt. No specific third-party integrations were disclosed in the public source, so integration details are limited to the information provided.
Governance and rollout focused on standardizing workflows and shifting process ownership toward centralized, automated service management operated by internal bank teams. Outcomes reported in the source include improved operational efficiency and progress toward a largely paperless environment supporting the bank’s ESG goals.
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Transportation | 2163 | $1.4B | Switzerland | OpenText | Service Management Automation X (SMAX) | IT Service Management | 2019 | n/a |
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Buyer Intent: Companies Evaluating Service Management Automation X (SMAX)
- KAT Mekatronik Urunleri, a Turkey based Automotive organization with 450 Employees
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