Service Management Automation X

SMAX is helping us to take a smarter approach to IT Service Management based on embedded machine learning and analytics to optimise efficiency.

SMAX is improving the way we handle service management and support in these areas:


Service requests

Customer portal

Problem management

Change management

Knowledge management

Incident management

Decommissioning process

Asset management

We’ve been championing continuous improvement internally within Redcentric for many years now, so I’m really delighted to be talking to our customers about the launch of our new service delivery platform – SMAX – because it represents a significant milestone in our programme of initiatives. It will allow us to deliver some immediate benefits to our customers but it’s also a platform for the future which will allow us to enhance the customer experience going forward.

Tim Wilkinson – Group Operations Director, Redcentric

Read Tim’s blog

Incident and problem management

SMAX accelerates issue resolution and uses analytics to identify recurring incidents so helping us to drive service improvement. It uses smart ticketing to prioritise and allocate tickets ensuring efficient workflows and aiding communication.

Change and release management

SMAX improves change success rates which reduces unplanned downtime and service outages. Through automated workflows and machine learning SMAX enables continuous improvement.

Self-service knowledgebase

Gives customers and service delivery teams the ability to share knowledge and self-serve from a knowledgebase of frequently asked questions or help articles. A virtual agent helps customers and service agents to find solutions quickly.

Service and support request management

Allows users to submit questions and search to see relevant service or support requests. This allows information to be gathered in one place aiding prioritisation, improving communication and contributing to faster issue resolution times and efficient service fulfilment.

Reporting and analytics

Delivers visibility of support tickets and helps trends to be identified with hot topic analytics. Instant visibility into service performance enables teams to be proactive and continually improve.

SMAX integrates further intelligence into the service delivery lifecycle. Micro Focus provides one of the most intelligent service management platforms currently available.

The Forrester Wave™: Enterprise Service Management, Q4 2019


SMAX was named a Major Player in the IDC MarketScape Worldwide IT Service Management 2020 Vendor Assessment.

SMAX is the Market Leader in the Research in Action Vendor Selection Matrix for ITSM and ESM SaaS and Software.

Let us know your feedback on SMAX



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