IT Service Management
Improve service delivery with IT Service Management
A next-generation bilingual Help Desk solution designed to reduce clients’ support calls and emails to Service Desk while accelerating ticket resolution times. It comes with the ITIL-aligned process workflows, AI-driven machine learning, business intelligence analytics, data integrations using APIs, and a smart self-service portal with built-in collaboration capabilities. A CMDB to manage organizational assets and ensure software compliance.
🚀 Why Your Business Needs ITSM
✅ Centralized Help Desk
Manage incidents, problems, changes, configurations, knowledge articles, service level agreements, and more in one integrated platform to fulfill the needs of various departments. Deployable in on-premise or cloud environment.
✅ Integration With Other Systems
Support unidirectional/bidirectional data integration with third-party systems (e.g. AD, network monitoring systems, SCCM, SAP, and other Help Desk systems) through APIs and built-in data connectors.
✅ Assets and Software Compliance Management
Provide a Configuration Management Database (CMDB) integrated with UCMDB/Universal Discovery to manage and federate organization's assets, including tracking and ensuring compliance of installed software.
✅ AI Automation & Collaboration
Leverage AI machine learning to predict issues, recommend workable solutions, generate issue summaries, and automate repetitive tasks.
Enable seamless collaboration through integrated communication tools, including chat, email, messaging, ChatGPT, and MS Teams.
✅ Workflow Automation & Codeless Configurations
Deliver built-in process workflows for each IT management process to automate the ticket's lifecycle. The solution can be easily configured and customized without writing any code or scripts.
✅ Reporting Capabilities
Offer out-of-the-box Dashboard reporting functions to visualize real-time operational data and historical analytic data using pie, bar, or line chart format.
What is IT Service Management?
Third-generation ITSM solution from OpenText, formerly Micro Focus SMAX. The Service Management solution has been designed to fully incorporate machine learning capabilities, business intelligence analytics, and smart self-service with social collaboration.
SMAX - Main Dashboard
SMAX Knowledge Management - Hot Topic Analytics
SMAX Request - Live End User Chat
Container-Based
The Service Management solution utilizes container-based deployment with Docker and Kubernetes to ensure high availability, scalability, security, and agility. It can be deployed on-premise, in the public cloud, private cloud, or hybrid cloud environments.
Innovation
The Service Management solution has incorporated machine learning capabilities, business intelligence analytics, smart self-service with social collaboration, modern user experience with responsive HTML 5 support, and a rich set of integration functionality for data integration and process automation.
Code-less Configuration
Effortlessly create process-driven applications without programming skills, reducing the total cost of ownership (TCO) and facilitating seamless product upgrades for quick access to new features. The product's partner site features a community for sharing and leveraging add-on modules to fulfill various business needs.
Solution 1
The deployment of SMAX is a container-based deployment, using Docker and Kubernetes to achieve high availability, scalability, security, and agility. Additional cloud-native technologies are also being used to offer an end-to-end secure delivery and management of applications running in this platform.
Our Solutions
Solution 2
SMAX can be deployed on-premise, in public or private clouds. It has incorporated machine learning capabilities, business intelligence analytics, smart self-service with social collaboration, modern user experience with responsive HTML 5 support, and a rich set of integration functionality for data integration and process automation.
Solution 3
Easily develop process-based applications without any programming skills, driving low TCO and enabling easy product upgrades for almost instant access to new features. With Marketplace, Micro Focus customers and partners have a community for leveraging and sharing these applications.