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OpenText Service Management Aviator

Trusted, context-aware AI for ITSM and ESM

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Trusted AI for ITSM that never trains on your data

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OpenText™ Service Management Aviator™ enhances IT service management with context-aware AI grounded in your organization’s trusted knowledge sources. Private by default and available with an air-gapped on-premises deployment option, Service Management Aviator helps employees find answers faster, boosts agent productivity, and scales service operations while maintaining governance and AI sovereignty.

Unlock the full potential of AI in IT service management

Empower teams to move faster, operate more effectively, and innovate with confidence

  • Drive productivity at scale

    Help employees and service teams work faster with AI-assisted self-service, knowledge creation, intelligent routing, solution recommendations, and autonomous fulfillment.

  • Increase operational resilience

    Reduce service disruptions and improve service reliability by enabling teams to assess change risk, anticipate potential issues, and make informed decisions.

  • Ground AI in enterprise context

    Deliver contextual responses with AI-powered retrieval-augmented generation. Aviator grounds answers in your trusted sources, policies, procedures, and documentation.

  • Adopt AI with confidence

    Deploy AI securely with governed data access controls, oversight of AI agent actions, and flexible deployment, including air-gapped environments that keep data local.

AI uses cases for ITSM and ESM

From conversational to agentic AI, explore how Service Management Aviator augments teams, automates routine work, and helps drive more consistent outcomes

Tour AI use cases for service management

  • Employee self-service

    Help users quickly find answers to how-to questions, submit service requests, and complete guided automation across departments, from IT to HR.

  • Service desk agent support

    Equip service desk agents with contextual information about incoming tickets, including AI-generated summaries and suggested solutions.

  • Knowledge creation

    Turn resolved tickets into knowledge articles with AI-generated summaries, tags, and categorization to speed publication and improve self-service outcomes.

  • Change risk assessment

    Analyze change details and similar past changes to generate risk scores, flag high-risk changes for revision, and reduce bias in risk assessments.

  • PIR report generation

    Automatically generate draft post-implementation review reports from change information and operator comments, reducing manual effort while supporting more consistent change reviews.

Learn more about OpenText Service Management Aviator

Aviator: Your questions answered

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A simple commitment: We don’t use your data to train AI

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If your ITSM/ESM knowledge isn’t ready, your AI isn’t either

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OpenText Service Management

Explore the complete solution

Is your service management ready for AI?

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The state of AI adoption in ITSM and ESM

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