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Information Management at Scale

OpenText Observability and Service Management

IT Operations powered by AI with context and control

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Tests

  • Know
    what you have
  • Prevent
    costly incidents
  • Serve
    with AI control

Overview

Reimagine IT Operations and transform the way you work

IT Operations needs to adopt AI, but lacks accurate service models for context, is constantly reacting to incidents, and cannot control the risks.

OpenText™ Observability and Service Management provides the control and context needed for AI success through the OpenText Operations Platform that unifies discovery and CMDB, AIOps, observability, automation, and service management.
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How Observability and Service Management powers your business

See clearly. Operate with confidence and control.

  • Consolidate help desks

    Unify the service experience and reduce costs with a single solution powered by self-service, GenAI, and mobile access. Automate processes, reduce tools, deploy faster, and elevate experiences—no developers needed.

  • Know your environment

    Reveal the unknowns in your environment. Complete, scalable, rapid discovery reveals all resources and their connections—on cloud and on premises.

  • Reduce operational waste

    Seamlessly integrate multiple vendors, unify reporting, and automate consistently with a composable CloudOps platform powered by GenAI.

  • Gain full observability

    Consolidate cloud and data center information to quickly pinpoint root cause, automate service restoration, and hit service-level targets—all while trimming expenses.

6 steps for IT Operations teams

Observability and Service Management resources

See more success stories

  • Agentic AI without service context can fail if agents naively trust in a landscape of disconnected, inaccurate configuration data. OpenText™ Universal Discovery and CMDB provides a “living service model” that maps 100% of assets to business services. Without this total asset visibility, your AI agents are essentially guessing, which increases operational risk of improper actions.

  • Intelligent service management transforms the traditional, reactive service desk and network operations center into a proactive engine. By using AI and automation to resolve issues before they reach a human agent, organizations can target a 50% reduction in tickets, incidents, and cases. This isn't just about IT; it extends these efficiencies to HR, facilities, and finance, directly reducing variable labor costs and allowing teams to focus on strategic initiatives rather than manual "firefighting”.

  • Observability tells you something is broken; OpenText™ AI Operations Management uses predictive AI to tell you it’s about to break. By targeting a 50% reduction in time to root cause (often before an outage), we help you reclaim thousands of man-hours currently wasted in manual firefighting and help protect revenue continuity.

    AI in ITSM is delivering ROI. Why are most organizations leaving value on the table?

    Read the blog

    Is your CMDB ready for the demands of today and the future?

    Read the blog

    Introducing OpenText Network Observability: The future of hybrid network management

    Read the blog

    Why your IT operations can’t stay reactive in the AI era

    Read the blog

    Auto-remediate incidents before users feel the impact

    Read the blog

    Is your CMDB ready for the demands of today and the future?

    Read the blog

    Introducing OpenText Network Observability: The future of hybrid network management

    Read the blog

    Why your IT operations can’t stay reactive in the AI era

    Read the blog

    Auto-remediate incidents before users feel the impact

    Read the blog

    How can we help?