OpenText Service Management

Service Management Solutions for IT and Enterprise Teams.

Deliver faster, smarter and more connected service experiences with OpenText Service Management, a modern AI-powered service management automation solution that helps users make requests, get answers and resolve issues on their own.

Explore the Solution View Components

ITSM IT service management capabilities for structured service delivery.

ITAM IT asset management for hardware, software and asset visibility.

ESM Enterprise service management for non-IT functions.

Service Experience View

AI + Automation

OpenText Service Management

Service Portal

Mobile App

Private GenAI Chatbot

Searchable Knowledge

Codeless Apps

Built-in AI and Analytics

ITSM • ITAM • ESM

Product Overview

OpenText Service Management

OpenText Service Management is a modern, AI-powered service management automation solution. It reduces the burden on IT by empowering users to make requests, get answers and resolve issues on their own. It provides full capabilities for IT service management, IT asset management and enterprise service management.

GenAI Chatbot

Empower users to self-resolve issues with a generative AI chatbot.

No-Code Apps

Configure service management apps without writing any code.

AI and Analytics

Speed up response times with built-in AI and analytics.

Non-IT Functions

Extend AI-driven service management to non-IT functions.

Create Superior User Experiences

Make services easier to access, request and resolve.

OpenText Service Management improves the service experience with a self-service portal, mobile access, chatbot support, searchable knowledge and a single service catalog across the organisation.

Service Portal and Mobile App

Users can open requests, get answers and resolve issues from a personalised self-service portal or mobile app.

Self-Service Support

Routine requests can be resolved in minutes with chatbot answers, FAQs, searchable knowledge articles and critical issue updates.

Private GenAI Chatbot

A private large language model uses domain-specific enterprise knowledge to provide tailored, human-like answers while keeping proprietary data secure.

Single Catalog

Employees can find and request services across IT, HR, facilities, finance and customer support from one central catalog.

Increase IT Efficiency

Give IT teams better tools to standardise, analyse and improve services.

The solution supports IT efficiency through codeless apps, ITIL-certified processes, hot topic analytics, fast CI detection and change analytics.

Codeless Apps

Configure tasks and workflows without writing code using a low-code/no-code design studio.

ITIL-certified Processes

Use templates for incident, problem, change, release, configuration, knowledge, service request, service level, survey, vendor, service catalog and service portfolio management.

Hot Topic Analytics

Identify incident patterns and detect trends in structured and unstructured data.

Fast CI Detection

Automatically highlight configuration items in ticket descriptions so agents can quickly understand related assets and services.

Change Analytics

Predict change risks based on similar past changes and use KPI views to improve change processes.

Control Rising Costs

Manage assets, deployment and licensing with more flexibility.

OpenText Service Management supports cost control through IT asset management, rapid SaaS deployments and flexible licensing options.

IT Asset Management

Oversee hardware and software assets by combining contract, financial and carbon footprint information in a single tool.

Rapid SaaS Deployments

Accelerate time to value by shifting installation, maintenance and upgrade work to OpenText.

Flexible Licensing Options

Use transparent options that allow license allocations to change or capabilities to be added without costly surprises.

Why OpenText Service Management?

Five reasons to consider OpenText Service Management.

The product overview highlights five reasons: private generative AI, codeless configurations, built-in AI and analytics, native CMDB and flexible license options.

Private Generative AI

Impress users with smart chatbots while keeping confidential and proprietary data secure.

Codeless Configurations

Stop custom-coding slowdowns and leave technical debt behind.

Built-in AI and Analytics

Identify problems, resolve incidents and drive change at high speed.

Native CMDB

Track services and configuration items to assess service impacts and reduce service outages before they happen.

Flexible License Options

Change license allocations or add capabilities as needed.

Solution Components

OpenText Service Management solution components.

The product overview lists three solution components: OpenText Service Management, OpenText IT Operations Aviator and OpenText Asset Management.

OpenText Service Management

SaaS service desk, ITSM, ITAM and ESM software.

OpenText IT Operations Aviator

Private GenAI chatbot powered by a large language model.

OpenText Asset Management

IT hardware and software asset management.

Deployment Options

Choose the deployment model that fits your organisation.

OpenText Service Management deployment options include on-premises software, the OpenText public cloud and hyperscaler cloud partners.

On-premises Software

Managed by your organisation, partner or OpenText.

OpenText Public Cloud

OpenText Service Management Core runs in the OpenText Public Cloud with a user subscription.

Hyperscaler Cloud

Run with hyperscaler cloud partners such as AWS, GCP and Azure, managed by your organisation, partner or OpenText.

Partner Support

Nanyang Tech supports OpenText Service Management adoption.

As an OpenText partner, Nanyang Tech supports organisations in understanding, planning and implementing OpenText Service Management based on service management requirements, deployment preferences and business workflow needs.

Assess

Review current service request handling, departments, workflows, approval paths and service management goals.

Plan

Map the solution to ITSM, ITAM and ESM needs, including user access, service catalog structure and deployment approach.

Support

Assist with configuration planning, adoption and continuous improvement after deployment.

Modernise service management with OpenText Service Management.

Deliver AI-powered, self-service and automated service experiences across IT and enterprise teams.

Speak to Us

OpenText, OpenText Service Management, OpenText IT Operations Aviator, OpenText Asset Management and related product names are trademarks or registered trademarks of Open Text. Product capabilities may vary by deployment model and licensing.