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What You Didn’t Know About OpenText ITSM SaaS Pricing

by   in IT Operations Cloud

Software is a significant investment for organizations, so price is a key factor in the decision-making process. The initial license or subscription price has an impact on total cost of ownership (TCO) and return on investment (ROI).

But organizations are often unsure about the cost-effectiveness of their chosen ITSM solution. How do you weigh price against product capabilities and long-time value? And how important is initial affordability if the solution can’t grow with changing needs and help achieve better business outcomes?


Transparent, extremely flexible licensing

At OpenText, our ITSM solution pricing is transparent. On the ITSM SaaS pricing page, you can see that SMAX and Asset Management X (AMX) each start at $79 per IT agent per month, and Universal Discovery for assets begins at $1.25 per server per month. All prices are in the first year for a contract duration of 36 months, billed annually.

Our products are licensed in units, so you can allocate units to either named or concurrent users. Named user licenses are dedicated to individual named users who can always access SMAX or AMX. This license type is appropriate for users such as admins, service desk agents, and integration engineers. Concurrent user licenses are a pool of licenses that are shared amongst users who access the solution infrequently (such as support staff) or sit in different time zones.

OpenText ITSM solution users are converted to units as follows:

  • 1 named user = 1 SMAX/AMX unit.
  • 1 concurrent user = 2 SMAX/AMX units.

Self-service portal users and approvers, such as business users and managers, do not need licenses.

You can change allocations as often as you want, at no charge, during your SaaS subscription. You will not find this level of licensing flexibility anywhere else.

Here’s a quick look at what’s included across multiple license options.

SMAX Express

The SMAX Express license includes general ITSM processes, AI-powered interactions, multichannel engagement, productivity capabilities, enterprise service management, federated CMDB, and 50 licenses for hardware, software, or cloud discovery. 

General ITSM processes include a service desk, self-service portal, and out-of-the-box workflows.

Out-of-the-box workflows are based on ITIL best practices and built on the knowledge of our professional services team who have experience with thousands of customer implementations. We provide workflows for:

  • Incident management
  • Knowledge management
  • Request management
  • Service catalog management
  • Problem management
  • Change management
  • Configuration management
  • Release management
  • SLA management

Customers can modify the self-service portal and workflows and in a codeless manner. Codeless is a new way of working—it’s fast, easy, and and enables seamless upgrades to the latest software version. No exceptions!

AI-powered interactions and multichannel engagement capabilities include:

  • Conversational virtual agent.
  • Smart search across structured and unstructured data.
  • Smart tickets for easy ticket submission and automated ticket classification, routing, and agent assignment.
  • Analytics, including change analytics and hot topic analytics, that help humans find patterns in data they don’t easily see—so IT can determine what to automate, configure, or change.
  • Service portal, mobile app, and smart email for users who prefer contacting the service desk in a way that’s most convenient for them.
  • Real-time suggestions that help agents resolve issues faster.
  • Mobile app for employees and agents.


Key productivity capabilities include:

  • Low-code/no-code integration platform for integrating with third-party tools and other OpenText products.
  • Multilanguage support.
  • Studio for building codeless workflows and applications.
  • Indexing for external knowledge bases.
  • Orchestration with two concurrent Operations Orchestration

Enterprise service management includes:

SMAX Express costs $79 per unit/agent per month in the first year. 

SMAX Premium

SMAX Premium provides all SMAX Express capabilities plus project, demand, and hardware asset management with applications for contract, vendor, procurement, and financial management. Besides all this, it gives you 50 licenses for software asset management.

SMAX Premium costs $99 per unit/agent per month in the first year. 


If you just need IT asset management capabilities, then you can consume AMX, which is available on the same SaaS platform as SMAX. That shared platform means you also have access to some ITSM features and capabilities.

AMX includes the following IT asset management processes:

  • Asset portfolio management
  • Contract management
  • Vendor management
  • Procurement management
  • Financial management
  • 50 software asset management (SAM) (You can also access full SAM capabilities with the purchase of Universal Discovery).

General ITSM capabilities include:

  • Knowledge management
  • Request management
  • Self-service portal
  • Service catalog 

Productivity capabilities include:

  • AI-based smart search.
  • Mobile apps for users and agents.
  • Dashboards.
  • Integration platform, which is codeless as is the entire solution.
  • Multilanguage support.
  • Studio for building codeless workflows and applications.
  • Orchestration with two concurrent Operations Orchestration workflows.

AMX also includes federated CMDB and 50 Universal Discovery licenses. As an AMX customer, you can use marketplace content, project and demand management applications at no additional cost.

AMX costs $79 per unit/agent per month in the first year.

Universal Discovery

Asset discovery includes hardware and software discovery with CMDB.

If you need cloud discovery, dependency mapping, and automated service modelling, you can purchase additional Universal Discovery licenses. You can access additional free content at the marketplace.

Universal Discovery for asset discovery costs $1.25 per server per month.

Tackling market volatility with ITSM

In today's volatile economy, you need an ITSM solution that’s both powerful and cost-effective. The ITSM SaaS solution from OpenText delivers on both fronts with these advanced capabilities:

  • Support for all ITSM use cases.
  • Easy-to-use, AI/analytics-powered features for users and IT.
  • Scalability that meets the needs of mid- and large-size organizations.
  • Dedicated support and maintenance teams—and a SaaS team that upgrades all ITSM customers to the latest versions.
  • Integrations out-of-the-box and codeless integration platform for custom integrations.

And you get affordable, transparent, flexible licensing that’s hard to find anywhere else.

That’s everything you need to move your service management forward.

Be sure to review our ITSM SaaS pricing page here.



Service Management Automation