It’s about taking the best of ITSM—structured workflows, automation, self-service—and to help every team work smarter, faster, and more consistently. The benefits are real. In fact, a Gartner Peer Community poll found that 45% of respondents see maximizing ROI on their ITSM solution as the key advantage. But ROI is only part of the story. When done right, ESM delivers across the board:
- Employees get faster, more personalized support.
- Non-IT teams like HR gain consistency, compliance, and efficiency.
- IT reduces silos, streamlines ops, and cuts costs.
One of my favorite examples? The OpenText HR team modernized their employee experience using OpenText™ Service Management. Putting self-service at the core has resulted in faster answers, fewer tickets, and higher CSAT.
Extend service management inside and out
With the latest release of OpenText Service Management CE 25.4, ESM isn’t just for internal departments anymore. Enter Customer Service Management (CSM)—a new module that brings consistent, SLA-driven service to external customers. Perfect for B2B support environments, it helps MSPs, resellers, and partners deliver a unified experience across all their offerings.
The new CSM capability packs some serious punch:
- Multiple support tiers across products and bundles.
- Omnichannel engagement with a 360° view of every customer interaction.
- A single platform for ITSM, ESM, and now CSM.
Enhance ESM with AI and content integration
Two big accelerators are shaping the future of ESM: AI and content integration.
OpenText Service Management integrates seamlessly with leading content management systems like Microsoft SharePoint, as well as OpenText xECM and OpenText Core Content. Sensitive content remains secure, centrally managed, and easily shareable—even with external partners—without compromising governance.
These integrations enable agents to access relevant documents directly from the service portal, streamlining workflows and improving responsiveness.
On the AI side, Service Management Aviator, our GenAI-powered virtual agent, enhances both user and agent experiences. Running on a private LLM, Aviator supports natural language queries, summarizes tickets, and suggests solutions using knowledge articles and similar past cases.
One powerful aspect of Aviator is its ability to enrich workflows, allowing them to adapt and respond dynamically to different scenarios.
- With AI-enriched workflows, teams can:
- Generate internal communications and updates
- Generate change risk scores
- Define actions based on user sentiment
- Create knowledge articles
- Trigger access controls based on sensitive information
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Maintain services without the development headaches
Scaling ESM doesn’t have to mean endless customizations or developer time. OpenText Service Management supports out-of-the-box content for ITIL-aligned processes, as well as HR-specific templates like best-practice intake forms and workflows.
With codeless configurations, organizations don’t need a large development team to manage changes or upgrades. Services can be deployed faster, and when it’s time to upgrade, configurations stay intact.
To learn more about OpenText Service Management visit our website.
- Check out Aviator guided tours.
- Watch a quick intro to OpenText Service Management.
- Catch up on our virtual service management event.
- Want to see more? Schedule a demo
OpenText Service Management simplifies and automates IT service management (ITSM), enterprise service management (ESM), and IT asset management (ITAM). The solution empowers users with self-service options, enables quick deployment of services without relying on developers, and supports effortless upgrades to keep you current with new releases, all while maintaining budget control. With private generative AI capabilities through Service Management Aviator, the solution enhances service delivery with natural language support and AI-enriched workflows.
