Service Management Automation X
SMAX delivers powerful service management for efficient IT Service Management, IT Asset Management and Enterprise Service Management, based on embedded machine learning and analytics. It is intuitive to use, easy to extend and update with entirely codeless configuration.
Automate resolution - AI helps deliver instant answers for users and service agents
Deliver services efficiently and control the service lifecycle with out-of-the-box ITIL–aligned ITSM and ITAM processes
Get ahead of issues and enable agent autonomy with AI by proactively detecting patterns in repetitive incidents or failed changes
Configure without code and empower business process owners to manage their services— without high-cost technical
Run your service desk the way you want, where you want: SaaS, on-prem, or in the cloud with AWS, Azure, and GCP
Simplify the experience with intuitive self-service from a single portal
Empower users to self-resolve with natural language search, conversational virtual agents and social collaboration
Fast installation, configuration and operation
Easy and seamless updates
Lower ticket volumes and faster resolution times
Increased service quality and ability to meet service levels
Improved end-user autonomy
Reduced manual, error-prone, work
Superior user experience and satisfaction
Quick time to value and continuous delivery
Accelerated mean-time-to-restore services
Increased change effectiveness and success, reducing service outages
Idea & Proposal
Project & Program
Service Asset & Configuration
Features by stakeholder
LIVE SUPPORT: For real-time interactions—at their desk or via the Agent Mobile app—Live Support provides the service desk agent with relevant information, AI and machine learning that help to efficiently process new service and support requests and inquiries.
SMART TICKET (AUTO-CATEGORIZATION AND ROUTING): Optical Character Recognition and machine learning helps automatically accept, classify and intuitively route service requests.
HOT-TOPICS ANALYTICS: Advanced search and analytics capabilities automatically detects trends in structured and unstructured data and enables agents to view and analyze patterns in incidents, requests, and other records and to create knowledge articles or problem records based on those patterns.
CHANGE ANALYTICS AI: enables insights based on change management data, and suggestions for improvements based on best practices.
FAST CI DETECTION: For incoming changes, incidents, or service requests, SMAX automatically recognizes the assets involved, their configurations, and how they interact with each other. Easily understand which components, applications, and services are impacted by any issue. PEER-TO-PEER DISCUSSION Collaborate on questions and answers by crowd-sourcing knowledge with peer-to-peer social collaboration.
ITIL-ALIGNED FOR ITSM
Service desk functionality includes a comprehensive set of ITIL aligned ITSM processes including Service Request Management, Incident Management, Knowledge Management, Problem Management, Change Management, Re lease Management, Service Level Management, Configuration Management and Catalog Management.
SMART TICKET (AUTO-CATEGORIZATION AND ROUTING)
Optical Character Recognition and machine learning helps automatically accept, classify and intuitively route service requests.
AI enables insights based on change management data, and suggestions for improvements based on best practices.
Collaborate on questions and answers by crowd-sourcing knowledge with peer-to-peer social collaboration.
CODELESS CONFIGURATION Configure existing or build new workflows and tasks without writing any code. Define and edit an application’s fields, forms, business rules, processes and notifications, as well as importing data and defining custom actions for the application with no coding.
HASSLE-FREE UPDATES Codeless configuration means easier updates, with less effort and faster access to new features and capabilities, driving a low total-cost-of-ownership.
AUTOMATE PROCESSES, WORKFLOWS, TASKS Easily remediate incidents, execute and verify changes ranging from simple access requests to comprehensive workflows such as detect-to-correct. Automate the fulfillment of IT services across new and traditional, and public and private cloud environments to unify and accelerate service delivery.
STUDIO AND EXTENSIBLE STUDIO APPS Create user defined process-based applications and supporting tables through codeless configuration capabilities that are protected on updates. Business process owners can develop applications without help from IT personnel.
STUDIO AND EXTENSIBLE STUDIO APPS
Create user defined process-based applications and supporting tables through codeless configuration capabilities that are protected on updates. Business process owners can develop applications without help from IT personnel.
FLEXIBLE DEPLOYMENT OPTIONS
Run your service desk on-prem, SaaS or in the cloud with AWS, Microsoft Azure, and Google Cloud OOTB INTEGRATIONS Out-of-the-box integrations to OpenText ITOM and third-party products.
Marketplace provides a community for creating and sharing applications created with Studio to easily extend SMAX.
SINGLE, INTUITIVE SELF-SERVICE PORTAL
Employees can request support from a common service catalog for IT and non-IT services with personalized, no-wait self-service powered by machine learning
Smart search globally searches within and outside of service management modules to offer self-service solutions to users, or to provide suggested solutions to service desk agents.
Smart virtual agent provides automated 24x7 assistance, complimented by integrated livechat or email to enhance continuous customer support.
SMART TICKET AND SMART EMAIL
Smart ticket uses Optical Character Recognition and machine learning to automatically accept, classify and intuitively route service requests.
NATIVE MOBILE APPS
Native mobile applications on Android and iOS complement the web service portal with a streamlined, native, interface that focuses on key tasks that need to be managed on the go.
Social collaboration features include ability to vote, “ask a friend”, or survey to help end-users source answers from the community and enhance end-user autonomy.
On-the-fly translation provides end users with access to portal content and service desk updates in their preferred language.