Comprehensive Software Reviews to make better IT decisions
Adoption of Micro Focus’ Service Management Automation X Product Increasing Along With Deployment Options
Micro Focus announced that its Service Management Automation X (SMAX) product – which Micro Focus calls the world’s first and only enterprise service management (ESM) solution built on machine learning and analytics – has grown its customer count by 133% over the past year and can now be deployed as Software as a Service (SaaS) in addition to cloud or on-premises solutions.
With this latest release (2019.11), SMAX is now available as a service in the United States and Canada. Its deployment options are expanding to include SaaS directly from Micro Focus; cloud deployment through Amazon, Microsoft, or Google; and on-premises deployment, with the ability to switch between delivery methods. Micro Focus will also continue to update the SaaS offering in quarterly releases.
SMAX is a relatively new product offering from Micro Focus, supporting ESM, IT service management (ITSM), and IT asset management (ITAM), with an embedded configuration management database (CMDB) and discovery. The product’s strengths include codeless configuration, machine learning to automate ticket routing, an enterprise service portal, intelligent search, ChatOps and analytics, and a 24/7 smart virtual agent.
The release also added software asset management compliance functionality to the asset management module. This provides out-of-the-box compliance data for Microsoft and Oracle, while other vendors and license rules can be added with a development kit.
Micro Focus’ Service Management Automation (SMA) suite ranks as a leader according to SoftwareReviews, with 76% of ITSM customers and 80% of asset management customers likely to recommend it.
Source: Micro Focus SMA at SoftwareReviews. Report published July 2019
Source: Micro Focus Asset Manager at SoftwareReviews. Report published May 2019
The SMAX product offering, built on a machine learning and analytics platform, is a more innovative solution that is targeted more toward organizations looking for an ESM tool with a single service portal and built-in smart features.
SMAX would be best suited for medium and large enterprises who need an all-in-one ITSM solution to extend to other business units and to perform asset management. The self-service portal is designed to support all business users as the single place to go for help. The smart virtual agent supports a shift-left automation strategy, which frees up time for the service desk to perform more complex tasks. The addition of SaaS as a deployment option may also appeal to organizations who don’t see value in managing infrastructure components. Of course, the advantages of ESM and automation won’t be of value without standardized and scalable ITSM processes in place first.
Want to Know More?
IoT manufacturers aren’t just waiting for 5G connectivity to deliver significant smart city solutions. From a smart city conference in Dublin, we showcase three examples of how IoT is improving urban environments today.
Enterprise SaaS Management platform Zylo recently raised $22.5 million in Series B funding to grow its workforce and development, making it a strong leader in this emerging space.
ServiceNow version New York has entered General Availability. These features should delight high-maturity IT departments but are mostly worthless for low-maturity groups.
Cherwell has announced it is consolidating its portfolio of modules into a single product at its Clear conference in Nashville this fall. Its promise of an elevated experience is achievable, but customers need to do some work to make it a reality.
VMware challenges IT to be more than it may be comfortable with: technologists as members of an elite caste charged with the moral use of technology and guarding the uninitiated against negative consequences.
Analysts make their bones on prognostication and prediction, and the imminent demise of any given technology is a mainstay of their subject matter. San Francisco-based VMware has made its sacrificial offerings but for two different auguries. First the place and dominance of public cloud as the center of the enterprise IT activity and work. Secondly, and more importantly, the enduring importance of self-service, elasticity, measure service, broad network access, and pooled resources.
ServiceNow announced a change in leadership that will happen by end-of-year 2019.
ServiceNow has mastered the art of implementing subtle license changes and price adjustments with each major release of its software, resulting in regular price increases for its customers. This has occurred with the London, Madrid, and, most recently, New York releases.
Spiceworks announced new developments to its suite of free IT tools, including AI-powered insights and an on-premises version of its help desk application to provide better security and performance for high-volume ticket environments.