When you think of improving operational excellence in ITSM, do you only consider reducing time-to-repair (TTR), increasing first-call-resolution (FCR) or lowering ticket volumes? If yes, then you are missing a big area: content governance as it removes information duplication and dissemination. When you integrate your service management with a content management solution, you can improve productivity by making it easy for employees to find the information they need, when they need it.
Fuse SaaS content management with service
OpenText is excited to announce that OpenText™ SMAX now integrates with OpenText Core, a SaaS content management solution, to provide seamless access to business data—from HR to financials, contracts, and corporate records. Your staff do not need to switch between applications to find relevant information. Service agents can easily access and manage (add, update, delete) data directly from the ITSM system, helping them meet expectations for fast, consistent, hassle-free services. What’s more, integrating SMAX with a SaaS content management solution safeguards business data in a secure central repository that offers automatic, transparent information governance.
Service Management Automation X (SMAX) is an advanced service management solution based on embedded machine learning and analytics, which delivers ITSM, IT Asset Management (ITAM) and Enterprise Service Management (ESM) on a single platform.
Core is a cloud-based content management solution that is quick to deploy, simple to use, secure, and scalable. OpenText Core also integrates with critical business process applications including Salesforce, Microsoft, Google Workspace and SAP S/4 HANA Public Cloud to streamline workflows while delivering a single source of truth.
Enable IT teams with complete information for faster case resolution and decision making
Let’s explore the possibilities in two use cases.
The first use case involves an employee who needs employee-confidential documents, for example, employee contract, salary statement, proof of work from HR. When an employee submits a service request, the ticket is assigned to an HR agent. If an HR service desk agent cannot access documents from a centralized repository, HR service managers must copy these documents into the service desk system. This information replication takes time, and the support agents cannot be sure they work with the up-to-date version. Information duplication quickly leads to security vulnerabilities because it is difficult to ensure access control and inconsistency of versions.
The integration between ITSM and content management system allows HR service manager to refer to the reference documents in the managed and governed central HR repository. The SMAX service desk agent then accesses the same central document. Everyone works with identical, consistent versions of digital content and according to company security policies. What’s more, when any of the documents need updating, the agent can edit them directly from SMAX. The faster end-user request is fulfilled, the higher user experience.
If you are an IT asset manager, you are undoubtedly familiar with the scenario when your vendor contract copies in the ITAM system are not the same as in the corporate content management system. It’s always the wrong moment when you must have the most recent agreement and start searching for the latest version, copying and synchronizing documents.
The integration between SMAX and Core allows your vendor manager to include the link in SMAX to centrally managed vendor contracts. As the contracts evolve, the document references remain current in SMAX. Your ITAM team does not spend time chasing contract updates, and you have a few less risks because the information is consistent and unauthorized people cannot access the content. Ultimately you can make business decisions faster.
With this OpenText integration, we help enterprise service and support managers instantly find the most recent, governed documents they need. In summary, SMAX-Core integration brings the following benefits:
- Save service agent time by reducing their need to switch between applications.
- Improve service delivery by empowering agents with an easy, compliant way to access and manage business data.
- Safeguard business data in a secure, compliant central repository.
OpenText Core is a fast-deploying SaaS content management solution that delivers simple, agile and secure cloud-based content management. Visit OpenText Core to learn how to tackle any business challenge with the speed and power of SaaS.
OpenText SMAX is advanced service management made simple. Based on embedded machine learning and analytics, it delivers a smarter approach to IT Service Management (ITSM), IT Asset Management (ITAM), and Enterprise Service Management (ESM). Visit OpenText SMAX to learn how to transform Level 1 support with private, generative AI for smarter ITSM.
