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Head-to-head · IT Change Management Software

Freshservice vs OpenText SMAX

  • Updated Oct 2026
  • Both researched from official sources
  • 7 checks side by side
Higher score Freshservice #3 in IT Change Management Software 8.6/10 14-day trial Free trial✓ 1 of 6 features Visit Freshservice
OpenText SMAX #8 in IT Change Management Software 8.0/10 Pricing on request · 14-day trial Free trial✓ 6 of 6 features Visit OpenText

Freshservice leads on 0 checks, OpenText SMAX on 0, and 7 are even. Who comes out ahead on the 7 yes/no, price and count checks where we have data for both products. The editor score weighs everything else too.

Our verdict

  • Highest scoreFreshservice · 8.6/10
  • Free trialboth
  • Most featuresOpenText SMAX · 6 of 6

Freshservice scores higher on our rubric for it change management software: 8.6 against 8.0 out of 10; our editors rank them #3 and #8.

Freshservice is the better fit for growing IT teams needing broad service management value. OpenText SMAX is the better fit for large IT organizations needing ITIL breadth.

  • Freshservice fits best

    Growing IT teams needing broad service management value

  • OpenText SMAX fits best

    Large IT organizations needing ITIL breadth

Advertiser disclosure: iTechGuides is reader-supported. Vendors can pay for top positions in our rankings and for a place on other products' pages, and we may earn a commission when you click some links. Bought places stand at the number bought; this page and our disclosure say so. Paying vendors may get a fuller, more detailed review from our editors, and that review can change their score. How we rank.

Side by side

Feature Freshservice 8.6/10 Visit ↗ OpenText SMAX 8.0/10 Visit ↗
At a glance
Editor score 8.6 8.0
Ranking #3 in IT Change Management Software #8 in IT Change Management Software
Best for Growing IT teams needing broad service management value Large IT organizations needing ITIL breadth
Pricing model Paid Paid
Starting price $19/user/mo —
Free plan — —
Free trial 14 days 14 days
Free trial length 14 days · no card needed 14 days
Deployment Cloud, Mobile Cloud, Self-hosted
Platforms Web, iOS, Android Web, iOS, Android
Support Email, Community Docs
Integrations 2 integrations 5 integrations
Built for Small business, Mid-market, Enterprise Mid-market, Enterprise
Features Freshservice 1/6 · OpenText SMAX 6/6
Risk assessment Not checked yet ✓ (best)
Approval workflows ✓ ✓
Change calendar Not checked yet ✓ (best)
Emergency changes Not checked yet ✓ (best)
Change audit trail Not checked yet ✓ (best)
CMDB linking Not checked yet ✓ (best)
Our review
Pros
  • Combines change, incident, asset, CMDB, SLA, and knowledge management
  • Approval chains, configurable automation, and Freddy AI support service delivery
  • Web, iOS, Android, API access, and extensive integrations
  • ITIL-aligned change, release, approval, and emergency-change workflows
  • Native CMDB with configuration-item detection and impact visibility
  • Web, mobile, API, SaaS, public-cloud, and self-hosted deployment options
Cons
  • No perpetual free plan is available
  • Annual billing applies to the $19, $49, and $99 plans
  • Change-specific depth is less detailed than dedicated tools
  • Pricing requires contact with sales
  • No permanent free plan
  • The broad platform scope may exceed narrower change-management needs
Our verdict

Freshservice is a cloud-based IT service management platform for IT teams and enterprise service departments. It brings together incident, problem, change, asset, service catalog, knowledge management, workflow automation, reporting, and…

Read the review →

OpenText SMAX, now presented as OpenText Service Management, is an IT service management platform for organizations coordinating IT services, assets, configuration items, and broader enterprise services. Its coverage includes ITIL-aligned…

Read the review →
  1. FreshserviceIT Change Management Software 8.614-day trial
  2. OpenText SMAXIT Change Management Software 8.0Pricing on request · 14-day trial

Strengths and trade-offs

  • Freshservice — where it wins

    • Combines change, incident, asset, CMDB, SLA, and knowledge management
    • Approval chains, configurable automation, and Freddy AI support service delivery
    • Web, iOS, Android, API access, and extensive integrations

    Where it doesn't

    • No perpetual free plan is available
    • Annual billing applies to the $19, $49, and $99 plans
    • Change-specific depth is less detailed than dedicated tools

  • OpenText SMAX — where it wins

    • ITIL-aligned change, release, approval, and emergency-change workflows
    • Native CMDB with configuration-item detection and impact visibility
    • Web, mobile, API, SaaS, public-cloud, and self-hosted deployment options

    Where it doesn't

    • Pricing requires contact with sales
    • No permanent free plan
    • The broad platform scope may exceed narrower change-management needs
  • Freshservice8.6/10 · 14-day trial

    Broad IT service management with change workflows, automation, assets, and self-service.

    Visit FreshserviceFull verdict →
  • OpenText SMAX8.0/10 · Pricing on request · 14-day trial

    A broad ITIL-aligned platform for large organizations managing complex change.

    Visit OpenTextFull verdict →

More comparisons

All IT change management software comparisons → · Full ranking →

Reviewed by iTechGuides Editors · Editorial team · Updated Oct 2026

Last updated · How we research and update