If you work with ITSM or Enterprise Service Management (ESM), you are probably always looking for ways to boost Operational Excellence (OX). You might look at how to minimize time-to-repair (TTR), how to improve first-call resolution (FCR), or how to decrease ticket volumes. But you might overlook a significant aspect: Content Governance.
Integrating Service Management with a Content Services solution improves Operational Excellence by making it easier for employees to access what they need quickly and tame information sprawl.
Integration with Core – SaaS hybrid Content Services
Unifying both OpenText™ Core, and an ESM platform like OpenText™ SMAX streamlines access to business data, eliminating the need for staff to switch between applications. This approach improves productivity, allowing service agents to handle data directly within the ITSM system for efficient services.
What is SMAX?
SMAX, is an advanced Service Management solution with machine learning and analytics that consolidates ITSM, IT Asset Management (ITAM), and Enterprise Service Management (ESM) on a unified platform.
Core with SMAX Use Cases
Here are two use cases that illustrate this integration:
HR Use Case
In the first case, an employee needs confidential documents like contracts and work references from HR. When an employee submits a service request, it’s assigned to an HR agent. If the agent can’t access a centralised repository, they manually copy documents into the service desk system, leading to time delays and security risks due to version inconsistencies and access problems.
Integrating SMAX and Core resolves this. HR service managers can access reference documents in a central repository, ensuring SMAX service desk agents work with the same up-to-date versions, following security protocols. Additionally, agents can edit documents directly from SMAX, enhancing user experience by speeding up request fulfillment.
IT Asset Management Use Case
The second scenario addresses challenges faced by IT asset managers dealing with inconsistent vendor contract copies. The SMAX-Core integration empowers vendor managers to link centrally managed contracts in SMAX, minimizing updates and ensuring uniformity across systems. This not only saves time but also mitigates risks associated with inconsistent information.
SMAX-Core Integration Benefits
Single View: Service agents save time by not needing to switch between applications
Governance: Agents can easily access and manage business data
Data Security: Business data is securely stored in a compliant central repository
ESM and Content Management with Swedwise
Swedwise, can help you assess your organization’s current state of ECM maturity, and support you your organisation add value to the enterprise. As a certified gold OpenText ITOM partner, Swedwise offers specialist consultancy services and licensing with the SMAX solution. We have extensive experience in developing portals for services such as HR, equipment, operations, finance, and more.
Contact Swedwise to find out more about how OpenText™ Core and SMAX can improve the efficiency and agility of your information management.