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What's New in OpenText SMAX

by   in IT Operations Cloud
OpenText SMAX uses built-in AI and analytics to deliver smart IT service management (ITSM), IT asset management (ITAM), and enterprise service management (ESM). Our solution is easy to deploy, configure, and upgrade, and enhances productivity with generative AI, codeless configurations, and ITIL best-practice templates.
Discover the top SMAX features for quarterly releases in this blog post.

SMAX 24.3—Top 3 features

  • 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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