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As enterprises strive towards becoming a digital business and as more and more internal and external services are indeed digital, enterprise service management (ESM) becomes a central role. ESM can manage, automate, and optimize demand and supply of all digital services. A unified service catalog and a common service delivery for all digital services enable management and coordination of complex end-to-end fulfillment activities and can capture 100% of business demand. This means drastic increase in productivity, predictability and reliability – lifeblood streams of the enterprise. One of the best ESM solutions available today is SMAX. Born of our distinctive decades-long competency in ITSM, SMAX is built on machine learning and analytics technologies, and extends into enterprise processes such as human resources, facilities, case management, project and portfolio management, security operations and beyond. But don’t take my word for it. What is Enterprise Service Management?

Last month, Micro Focus SMAX was named a Major Player in the IDC MarketScape Worldwide IT Service Management 2020 Vendor Assessment and Market Leader in the Research in Action Vendor Selection Matrix for ITSM and ESM SaaS and Software.

Major Player in IDC MarketScape Worldwide IT Service Management 2020 Vendor Assessment

According to IDC, employees and teams need tools that help organize the results they need to deliver, enable key behaviors that will aid them in that delivery, and provide access to resources (including digital employees) as required. Micro Focus SMAX is positioned to provide this workspace for both IT (with ITSM) and the broader enterprise (with ESM). For assessing and positioning vendors, IDC looked at key strategy and capability measures.

SMAX strengths, according to IDC, are:

- A modern architecture and focus on collecting and labeling data to enable the creation and continuous operations of discrete artificial cognitive skills (AI/ML)

-  A simplified licensing scheme

-  A full spectrum of ITSM asset, change, incident/request, and problem management capabilities

Our customers cited SMAX's flexibility, rapid implementation, and data integration as key features of interest, along with the rapid pace of new AI skills being brought to bear in practical scenarios.

This puts SMAX in second place overall as a Major Player.

You can read the IDC report here.


Market Leader in Research in Action Vendor Selection Matrix for ITSM and ESM SaaS and Software

According to Research in Action (RIA), the top three investment areas in 2020 are process automation, AI, and the extension of IT into other business areas for agility, speed and intelligent IT and Enterprise Service Management. RIA assessed the top 20 vendors in this space, including Micro Focus with SMAX, looking at strategy and execution.

The report identified excellent productivity improvement features in SMAX, including:

-        Capabilities to analyze incident patterns

-        Automatic knowledge article creation

And identified that for organizations of any size, Micro Focus SMAX with its smart approach and capabilities with low cost of ownership, is a solid option.

RIA survey respondents rewarded Micro Focus SMAX with high customer satisfaction and excellent price-value ratings.

This positions SMAX as a Market Leader at position #3.

Read the RIA report.


Both reports confirm and strengthen Micro Focus SMAX’ leadership position in the market, first gained from the Forrester Wave for ESM in Q4 2019 and earlier years.

SMAX 2020.05 Release

SMAX 2020.05 release will be available on May 22 and will bring several new and updated capabilities. The most important is native SACM. For the full list of new updates, please check the Release Notes at ITOM Practitioner Portal.

Native SACM is the first big step towards the native CSM, and now integrates SMAX and UCMDB through natively connected, bi-directional data federation. The UCMDB data is always and immediately available in SMAX. Data replication is now a process of the past. SMAX shares a single data model and CI topology with UCMDB and customers get the ability to manage end-to-end CI lifecycle. When looking at CI, the entire history is saved, never mind where the changes were made, whether in SMAX or UCMDB. All the powerful SMAX capabilities, such as filtering, sorting and grouping are now based on federated data. Likewise, if you do global search, it will search across the federated attributes and return relevant Cis. This applies to fast CI detection feature too.

We are now introducing the new graphical, CI topology widget, which will provide better views than tables before. CI relations are visualized in SMAX and managed directly in CMS, which enables that the business rules are now available to create CU relations in SMAX workflow.


Impact assessment in SMAX is replaced too with a new, more powerful, Impact widget. Impact assessment is calculated based on standard CMS functionality, and is fully configurable there.

Blog-Impacted service.png

If you want to hear from a product manager, Steven Anderson presented all the new capabilities coming up in a SMAX 2020.05 Release Readiness webinar.

What could you do in the next 3-33 minutes?

  1.  Register for Micro Focus Virtual Universe.
  2.  Register for our next webinar, Are ITSM and Enterprise Service Management one and the same?, happening June 18, 2020 at 11 Am EDT.
  3.  Listen on-demand to the Information Week webinar: Chatbots for the Enterprise.
  4.  Listen on-demand to the webinar, SMAX and RPA: Automating Service Management the Smart Way.  
  5.  Watch the video, What is ESM?
  6.  Watch the video, Enterprise Service Management (ESM) with SMAX.
  7.  Listen to on-demand webinar, EMEA Virtual Universe SMAX customer presentations (with Carrefour, Verizon Connect, NCBA and Piraeus Bank).
  8.  Read, Buyer's Guide to Enterprise Service Management Products.
  9.  Try SMAX for free!
  10.  Calculate the value of SMAX for your organization.


Stay safe and healthy!



Service Management Automation