OpenText Service Management highlights | OpenText

[Audio] Our company has been working hard to develop a new software that can help businesses improve their customer service experience. The new software allows customers to submit requests for assistance through an online portal, which are then fulfilled by our team of experts. This feature enables businesses to save time and resources by automating many tasks, such as order processing and inventory management. Additionally, the software provides real-time analytics and reporting tools, enabling businesses to track their performance and make data-driven decisions. By using our software, businesses can increase their productivity and efficiency, while also providing better customer service. The software is designed to be user-friendly and easy to navigate, making it accessible to businesses of all sizes. We believe that our software can help businesses achieve their goals and objectives by improving their customer service experience..

[Audio] OpenText Service Management is a comprehensive software solution designed to streamline IT service management, asset management, and enterprise service management. It leverages built-in artificial intelligence and analytics to enhance customer experience, improve service delivery, and minimize costs. The platform offers pre-configured processes based on ITIL best practices, allowing users to automate routine tasks and shift towards more efficient service fulfillment and issue resolution. Users can expect seamless access to services through self-service portals, mobile apps, and other digital channels, ensuring timely support and resolving issues promptly. In addition, OpenText Service Management provides flexible deployment options, enabling organizations to easily update and maintain their solutions without significant customization or infrastructure requirements. This comprehensive solution helps organizations save time, resources, and budget by streamlining operations and improving overall efficiency..

[Audio] The company has implemented an IT infrastructure that enables efficient communication among employees across different departments. The IT department has developed a comprehensive service management system that allows employees to report incidents, request services, and track progress. The system is integrated with other business systems, such as customer relationship management (CRM) and enterprise resource planning (ERP). The IT department uses this system to manage and maintain the organization's technology assets, ensuring that they are up-to-date and secure. The system also includes features that enable employees to self-service, reducing the workload on the IT department. Self-service portals allow employees to access information and resources, such as software updates, security patches, and technical documentation. Employees can also use these portals to request services, such as hardware upgrades and network maintenance. The system is designed to provide a seamless experience for employees, allowing them to quickly find the information they need and get the help they require. The IT department uses the system to monitor and analyze performance metrics, identifying areas where improvements can be made. By using this system, the organization can improve its overall efficiency and effectiveness..

[Audio] The organization's goal is to provide an exceptional user experience by offering a comprehensive suite of tools that enable users to manage their services and support needs independently. A key component of this strategy is the development of a fully integrated, intelligent, role-based self-service portal. This portal offers users a range of options to fulfill their requests, including natural language input, error-message screenshots, and direct communication with a generative AI virtual agent. Users can access this portal from various locations, such as their desks or mobile devices, allowing them to receive assistance whenever they need it. The benefits of this approach include reducing incident volumes and scaling support, while also meeting user expectations for easy, personalized, no-wait self-service. Additionally, this setup empowers users to resolve requests on their own, providing them with easy access to answers and guided automation. Furthermore, this approach frees service desk agents from repetitive tasks, improving support scalability and cutting costs. By automating certain processes and workflows, organizations can drive faster resolution of tickets involving agent support, utilizing features like ticket summaries and suggested solutions. This setup allows for seamless communication between users and service desk agents, regardless of language barriers. With OpenText Service Management, organizations can create a more streamlined and efficient service desk experience, enabling agents to deliver superior service with a single solution..

[Audio] The smart search functionality uses artificial intelligence and machine learning to provide fast answers to global searches. The feature draws results from various data sources including incident, problem, and change management databases, as well as knowledge-management databases and Microsoft SharePoint. Users can conduct searches using natural language, eliminating the need for traditional IT keyword search terms. Furthermore, users can upload screenshots of errors encountered while opening tickets, which are then automatically updated with relevant text using OCR technology. This process triggers additional capabilities such as automated issue matching, proactive solution matching, and automatic assignment using AI. Users can also approve workflow notifications, accept resolutions, or add comments to tickets via email without needing to log into the service portal or mobile app. This streamlined approach enhances the efficiency of service processes, reducing ticket handling times and speeding up issue resolution. By providing quick answers and streamlining service processes, this feature benefits both users and service desk agents..

[Audio] The service portal can be used by service desk agents to manage requests from customers who speak different languages. Inline translation empowers service portal users to open a request using their local language, such as Chinese. This allows service desk agents to handle tickets using the UI in another language, like English. Automatic translation occurs inline and on-the-fly for both agents and users. A note is required, however, as Google Translator is needed for this functionality. This feature makes it easier for agents and users to communicate clearly and accurately. It also enables agents to provide superior service with a single solution, regardless of language. OpenText Service Management highlights this capability..

[Audio] The company has implemented a new system for managing its services, utilizing intelligent analytics and reporting tools. The system allows users to access various reports and dashboards that provide real-time data on service performance. The system also enables users to create custom reports and dashboards tailored to their specific needs. The company has seen significant improvements in service performance since implementing this new system. The system has helped the company to identify patterns and trends in user surveys and service management data, which has enabled it to continually improve its services. The company has been able to reduce service disruptions by using the system's predictive analytics capabilities. The system has also provided the necessary information to support informed, timely decision making. The company has experienced a reduction in associated costs due to the improved efficiency of its services. The company has also seen an increase in customer satisfaction, as the system has allowed it to better understand its customers' needs and preferences. The system has been successful in helping the company to achieve its goals and objectives..

[Audio] The IT team utilizes a tool that enables automatic categorization, routing, and chat between agents. The AI-powered system analyzes data to determine the root cause of issues. The system identifies trends and prevents future issues from arising. The tool allows IT teams to manage change risk and automate changes and releases. The automated discovery feature provides insight into IT assets, enabling teams to assess the impact of changes on their systems. This information facilitates compliance and minimizes risks associated with changes. The system also enables real-time monitoring and analysis of IT operations..

[Audio] Change analytics provides detailed insights into change management processes, enabling organizations to optimize their workflows and minimize risks. This includes analyzing data on request fulfillment, service request lifecycle, and change management KPIs. By gaining a deeper understanding of these processes, organizations can identify areas for improvement and implement changes to increase efficiency and productivity. Furthermore, change analytics enables the creation of customized reports and visualizations, allowing users to focus on specific aspects of service management. This can lead to improved change success rates, reduced unplanned downtime, and enhanced overall business performance. Additionally, change analytics minimizes the risk of unplanned service outages by providing early warnings and alerts, thereby reducing the need for costly repairs and minimizing disruptions to critical services. Overall, change analytics plays a crucial role in ensuring the smooth operation of IT services, and its benefits extend across various departments within an organization..

[Audio] Knowledge management is critical to enabling self-service support. This involves creating, maintaining, sharing, and utilizing knowledge to facilitate user autonomy. Knowledge can be tailored to specific roles, allowing it to be accessible to all users or restricted to designated personnel. Service-level management tracks and measures adherence to established targets and service levels. Clear visibility into service performance enables informed decision-making, such as prioritizing work queues, reviewing response times, and adjusting targets accordingly. Aligning IT services with business needs is essential. By doing so, organizations demonstrate value to both users and stakeholders. Furthermore, knowledge management helps offload recurring incidents and requests from the service desk, freeing up staff to focus on higher-priority tasks. Instant access to relevant information empowers users to quickly resolve issues and return to work. OpenText Service Management provides a comprehensive platform for managing knowledge and service-level management, ultimately enhancing the overall user experience..

[Audio] Service asset and configuration management is a critical component of managing IT and software assets effectively. This process involves understanding the service context and its impact on asset management. By gaining full visibility into assets, from procurement to disposal, organizations can make informed decisions about investments, licensing, and contract management. Automated service asset and configuration management also helps collect, reconcile, and manage data for all configuration items, enabling a real-time view of the relationship between different components. Furthermore, this process facilitates mapping of inventory and infrastructure dependencies to business services, providing a unified view of the hybrid environment. By leveraging open-text service management, organizations can limit financial and legal risks, optimize resource utilization, deliver reliable services, and strengthen policy compliance. Additionally, open-text service management provides a single source of truth for robust planning and increased transparency, ultimately driving business benefits such as reduced costs and improved compliance..

[Audio] The OpenText Service Management system provides a comprehensive set of tools for managing IT services, including incident management, problem management, change management, and service level agreements (SLAs). The system also includes features such as automated workflows, real-time monitoring, and reporting capabilities. These features enable users to manage IT services more effectively, streamline processes, and improve overall efficiency. The system's ability to automate routine tasks and provide real-time feedback enables users to make informed decisions about IT service management. The system's flexibility and scalability allow it to adapt to changing business needs and environments..

[Audio] The automation of processes, workflows, and tasks can be achieved through process and workflow design, which allows for codeless configuration. Existing workflows and tasks can be configured or extended to create new user-defined, process-based applications without writing any code. This simplifies the upgrade process and provides instant access to new features. Automating processes, workflows, and tasks using out-of-the-box best practices based on ITIL enables easy remediation of incidents and execution of changes. These include simple access requests and comprehensive workflows such as detect-to-correct. Automation also facilitates the fulfillment of IT services across various environments, including new and traditional, public and private cloud, thereby unifying and accelerating service delivery. The benefits of this approach include reduced operational costs, lower risk and inefficiencies associated with manual repetitive work, removal of typical upgrade, customization, and maintenance complexities, and the ability to quickly and economically adapt to changing service demands..

[Audio] OpenText Service Management offers flexible deployment options, allowing you to run your service management solution on-premises, in private clouds, or in public clouds like AWS, Microsoft Azure, or Google Cloud. Additionally, it supports Software as a Service (SaaS) deployments, giving you the freedom to choose the deployment model that best aligns with your organization's strategies. This flexibility enables you to meet your evolving IT needs and ensures seamless integration with your existing infrastructure..

[Audio] The company has implemented an idea management system to manage its services. They have created a service portfolio and catalog to track and manage their services throughout their entire lifecycle. This includes tracking changes in customer needs and preferences. The company uses social collaboration tools to build on ideas generated through the idea management system. These ideas are then developed into proposals and presented to stakeholders for approval. The company's goal is to drive innovation and improve service quality continuously. To achieve this, they use open-source software to support their service management activities. The company has seen significant improvements in service quality and efficiency since implementing the idea management system..

[Audio] Application Portfolio Management is a critical process that enables organizations to effectively manage their applications and identify opportunities for modernization. This involves gaining a comprehensive understanding of all applications, determining which ones require modernization, and prioritizing those that are most suitable for cloud migration. The key benefits of Application Portfolio Management include enhanced decision-making capabilities, optimized resource planning, and improved business outcomes. By leveraging this approach, IT teams can gain valuable insights into resource demand, financial implications, and business value, ultimately leading to more informed decisions about application optimization. Furthermore, Application Portfolio Management serves as a foundational framework for application transformation strategies, enabling organizations to maximize the business return of their services and optimize resource and budget plans for new or changed services. In addition, OpenText Service Management provides a comprehensive platform for managing application portfolios, offering advanced features and tools to support this critical process. By implementing Application Portfolio Management, organizations can achieve significant improvements in efficiency, effectiveness, and overall business performance..

[Audio] OpenText Service Management provides a comprehensive platform for managing IT services, including incident, problem, change, request, release, service catalog, service-level, and knowledge management. This platform is powered by built-in AI and analytics, enabling organizations to elevate service experiences, accelerate service delivery, and reduce costs. With this platform, users can shift from manual tasks to automated workflows, improving efficiency and productivity. OpenText Service Management offers a range of out-of-the-box processes based on ITIL best practices, allowing organizations to meet user expectations for timely and effective service delivery..

[Audio] The company was founded by two individuals who were passionate about creating a new kind of information management system. They believed that traditional systems were too rigid and inflexible, and they wanted to create something that could adapt to changing business needs. This vision led them to develop innovative solutions that enabled organizations to manage their information more effectively. The founders envisioned a future where information management systems would be integrated with other business functions, such as finance and human resources. They saw an opportunity to revolutionize the way companies managed their information, and they set out to make it happen. With the help of experienced professionals, they designed and developed a comprehensive suite of tools that could meet the diverse needs of different types of organizations. The result was a truly unique and innovative approach to information management, one that has since become the foundation of OpenText's success..