Unlock Operational Excellence with xECM for Microsoft 365 – Demo
Content Services Platforms
Unlock the full potential of operations with Extended Enterprise Content Management for Microsoft 365 environments.
Streamline IT Operations with unified data access, security, and governance.
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.
Sometimes an organisation needs to leverage Content Governance with Service Management but still uses a traditional ECM system. OpenText™ Core provides a turnkey hybrid approach and integrates with key business process applications like Salesforce®, Microsoft®, Google Workspace, and SAP® S/4 HANA Public Cloud.
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.
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.
Here are two use cases that illustrate this integration:
In the first case, an employee needs confidential HR documents like contracts and work references. When an employee submits a service request, it’s assigned to an HR agent. Suppose the agent can’t access a centralised repository. In that case, 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 fulfilment.
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.
Swedwise, can help you assess your organisation’s current state of ECM maturity, and support you add value to the enterprise. As a certified 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.
Content Services Platforms
Unlock the full potential of operations with Extended Enterprise Content Management for Microsoft 365 environments.
Swedwise helped global manufacturer Flexlink solve technical challenges while creating a foundation for ongoing digital transformation.
Content Services Platforms
Content Aviator uses a secure private LLM with advanced data governance to provide accurate content. Watch the demo.