LIVE SUPPORT: For real-time interactions—at their desk or via the Agent Mobile app—Live Support provides the service desk agent with relevant information, AI and machine learning that help to efficiently process new service and support requests and inquiries.

SMART TICKET (AUTO-CATEGORIZATION AND ROUTING): Optical Character Recognition and machine learning helps automatically accept, classify and intuitively route service requests.

HOT-TOPICS ANALYTICS: Advanced search and analytics capabilities automatically detects trends in structured and unstructured data and enables agents to view and analyze patterns in incidents, requests, and other records and to create knowledge articles or problem records based on those patterns.

CHANGE ANALYTICS AI: enables insights based on change management data, and suggestions for improvements based on best practices.

FAST CI DETECTION: For incoming changes, incidents, or service requests, SMAX automatically recognizes the assets involved, their configurations, and how they interact with each other. Easily understand which components, applications, and services are impacted by any issue. PEER-TO-PEER DISCUSSION Collaborate on questions and answers by crowd-sourcing knowledge with peer-to-peer social collaboration.

ITIL-ALIGNED FOR ITSM

Service desk functionality includes a comprehensive set of ITIL aligned ITSM processes including Service Request Management, Incident Management, Knowledge Management, Problem Management, Change Management, Re lease Management, Service Level Management, Configuration Management and Catalog Management.

SMART TICKET (AUTO-CATEGORIZATION AND ROUTING)

Optical Character Recognition and machine learning helps automatically accept, classify and intuitively route service requests.

CHANGE ANALYTICS

AI enables insights based on change management data, and suggestions for improvements based on best practices.

PEER-TO-PEER DISCUSSION

Collaborate on questions and answers by crowd-sourcing knowledge with peer-to-peer social collaboration.

CODELESS CONFIGURATION Configure existing or build new workflows and tasks without writing any code. Define and edit an application’s fields, forms, business rules, processes and notifications, as well as importing data and defining custom actions for the application with no coding.

HASSLE-FREE UPDATES Codeless configuration means easier updates, with less effort and faster access to new features and capabilities, driving a low total-cost-of-ownership.

AUTOMATE PROCESSES, WORKFLOWS, TASKS Easily remediate incidents, execute and verify changes ranging from simple access requests to comprehensive workflows such as detect-to-correct. Automate the fulfillment of IT services across new and traditional, and public and private cloud environments to unify and accelerate service delivery.

STUDIO AND EXTENSIBLE STUDIO APPS Create user defined process-based applications and supporting tables through codeless configuration capabilities that are protected on updates. Business process owners can develop applications without help from IT personnel.

STUDIO AND EXTENSIBLE STUDIO APPS

Create user defined process-based applications and supporting tables through codeless configuration capabilities that are protected on updates. Business process owners can develop applications without help from IT personnel.

FLEXIBLE DEPLOYMENT OPTIONS

Run your service desk on-prem, SaaS or in the cloud with AWS, Microsoft Azure, and Google Cloud OOTB INTEGRATIONS Out-of-the-box integrations to OpenText ITOM and third-party products.

MARKETPLACE APPS

Marketplace provides a community for creating and sharing applications created with Studio to easily extend SMAX.

SINGLE, INTUITIVE SELF-SERVICE PORTAL

Employees can request support from a common service catalog for IT and non-IT services with personalized, no-wait self-service powered by machine learning

SMART SEARCH

Smart search globally searches within and outside of service management modules to offer self-service solutions to users, or to provide suggested solutions to service desk agents.

VIRTUAL AGENT

Smart virtual agent provides automated 24x7 assistance, complimented by integrated livechat or email to enhance continuous customer support.

SMART TICKET AND SMART EMAIL

Smart ticket uses Optical Character Recognition and machine learning to automatically accept, classify and intuitively route service requests.

NATIVE MOBILE APPS

Native mobile applications on Android and iOS complement the web service portal with a streamlined, native, interface that focuses on key tasks that need to be managed on the go.

SOCIAL COLLABORATION

Social collaboration features include ability to vote, “ask a friend”, or survey to help end-users source answers from the community and enhance end-user autonomy.

ON-THE-FLY TRANSLATION

On-the-fly translation provides end users with access to portal content and service desk updates in their preferred language.