OpenText Service Management

A deep dive into the customer's everyday life:

Jotun

"Today, Jotun is represented in over 70 countries and operates in all time zones. As a provider of IT services in our company, we must first and foremost think about our end users, and that's where we provide support every single second across the globe, with them this must work, we do not live by IT, but our users use it to support their work, we must always think about that" says Trond Riise Pedersen from Jotun.

See Jotun's story about their Service Desk and how they utilize OpenText Service Management in their work.

Call centers everywhere are overloaded. Far too much has to be done manually. Old chatbots down in the corner of the screen don't help anyone, neither end users nor agents. Quite the opposite, in fact.

The solution is a private and secure AI agent built right into the case management system you already use. An AI that doesn't answer just anything to just anyone, but gives you exactly the answers you need. In real time. An AI that knows you, has access to quality-assured data - and solves your most common IT challenges automatically.

Cut through manual processes and call center overload with your own built-in AI from OpenText, built right into OpenText Service Management. Specialized AI that works from day one.

OpenText Service Management is a killer, self-learning Service Management solution. For the IT department, of course. But the system is expandable to all parts of the organization. In a single solution. Modern and intuitive. AI-driven.

Overview of the most important features in OpenText Service Management:

Smart license management

If you want licensing based on named users or the number of concurrent users, OpenText Service Management is the right choice, as it supports both - at the same time.

Can be run on public cloud

OpenText Service Management is delivered as a SaaS service, but can also be installed on e.g. Microsoft Azure and Amazon Web Services (AWS) for an individual customer.

No-code, version-free configuration

All customization and development is done using code-free configuration. Your own adaptations do not prevent the upgrade process, but provide quick access to new functions.

Modern user experience

Use a modern webinterface in HTML5 or as a mobile app, with built-in functions for AI, analysis, automation and smart lookups give the user and agent a better experience.

Scalable multi-tenant solution

OpenText Service Management can be used by the smallest to the largest organizations. Flexible installation as a public SaaS service or dedicated on-premise internal solution gives the organization a choice.

Change and Hot Topics analysis

The solution is built on industry-leading artificial intelligence and IDOL-based analysis to ensure good control and an overview of questions, requests and changes.

OpenText Service Management includes modules for Service Request Management, Incident Management, Problem Management, Change Management, Release Management, Service Level Management, IT and Non-IT Asset Management, Software Asset Management, Configuration Management, Service Portfolio Management, Service Catalog Management, Knowledge Management, HR Management, Application Portfolio Management and Idea and Proposal Management.

In addition, there is support for financial tasks related to equipment management and contract management.

OpenText Service Management is user-friendly and has built-in functions and tools for automation and analysis. The solution also has built-in support for surveys.

Mobile application complements the web portal with a streamlined interface focusing on key tasks that need to be managed on the go.
Virtual agents provide automated assistance with integrated live chat and email to enhance continuous customer support. Choose between an AI agent or a traditional one.
Social collaboration features with opportunities to share experiences, ask questions to other users and give each other feedback.

What's more, with Aviator on board, OpenText Service Management allows you to unleash the power of AI on the front line of your business. Reduce waiting times, let people help themselves through human-like, data-driven dialog - and get the most common IT tasks solved automatically.

Aviator connects to your own quality-assured content to provide actionable answers that always relate to relevant context. And it solves the most common IT queries automatically - depending on who's asking. Privacy is already taken care of. The conversations remain yours.

Say goodbye to waiting times and slow case handling, say hello to faster and more secure customer support - and deliver what users need. Every single time.

We deliver a complete solution

By choosing us as your digitization partner, you not only get powerful tools, but also a dedicated organization with extensive experience in the field. Our experienced team, with over 100 years of industry experience between them, supports our customers throughout the entire delivery process, even long after the implementation of the tools has been completed. Because if there's one thing we know, it's that every organization will need to change and evolve in the future.

We place great emphasis on establishing multiple points of contact for your business, from dedicated operational support to strategic advice and development. This allows us to work closely with you to realize shared ideas, implement improvements, and further develop the product and implementation in line with your future needs.

As your partner, we have the capacity and expertise to follow up on multiple levels, and we are dedicated to ensuring that our customers achieve success not only during implementation, but also in the time afterwards. With our support and guidance, you can rest assured that you have a trusted partner who is committed to your success and continued growth.