OpenText Service Management
AI-powered service management that keeps costs down
CIO Foundry: The state of AI adoption in ITSM & ESMGet the research report
AI-powered IT service management software
A platform that’s easy to deploy, maintain, and upgrade, OpenText™ Service Management automates IT service management (ITSM), enterprise service management (ESM), and IT asset management (ITAM), and includes OpenText™ Aviator™ as a virtual agent.
Our service management automation software empowers users and agents through intuitive self-service experiences. Built on a single platform and data model, it enables rapid deployment and effortless upgrades through no-code configurations, while reducing complexity and lowering total cost of ownership.
Learn why OpenText Service Management is ranked in the top three for strength of current offering in the latest Forrester report.Why OpenText Service Management?
Achieve fast time to value with ITSM software that offers a modern UI, codeless configurations, and lower total cost of ownership.
- One platform
Elevate service experiences
Scale IT and non-IT support, with AI-supported self-service for users, deflecting tickets and boosting agent productivity.
Get a CIO’s perspective - Context-led
Understand the full service story
Surface the right knowledge at the right time, whether through CI discovery, service maps, or AI suggestions, to resolve issues faster. - Low TCO
Économisez votre budget
Cut complexity through codeless deployment and upgrades, lowering service lifecycle costs and avoiding surprise expenses with transparent licensing.
Cas d'utilisation
Automate IT and non-IT support and services across the full request lifecycle, from intake and tracking through prioritization and fulfillment, using a single ITSM software platform.
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Deliver intuitive, user-friendly support with AI, searchable knowledge, and a single service portal or mobile app for all requests. When human agents step in, the AI virtual agent supports resolution with ticket summaries and solution suggestions.
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Give agents a standardized, contextual way to log, categorize, prioritize, and resolve incidents with native CMDB and AI-powered features such as automatic CI detection, incident models, and early problem identification across structured and unstructured data.
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Use AI to draft knowledge articles and portal news from ticket and incident data, with human review before final publication. This curated knowledge accelerates the resolution of similar issues and expands self-service content to deflect future tickets.
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Manage IT service changes in a controlled, auditable way, ensuring all changes are properly documented and approved. Capabilities such as a change calendar, impact views, and AI-driven autonomous risk scores help improve change success and reduce unplanned downtime.
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Apply ITSM best practices to business functions like HR, facilities, finance, procurement, and more. From employee onboarding and payroll changes to fitness reimbursements and remote work requests, deliver user-centric support that spans departments.
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Optimize the lifecycle of hardware and software assets from purchase to disposal, including maintenance, lifecycle planning, and license compliance. By linking assets to business services and departments, you gain clear visibility into usage, costs, and risk.
Learn about IT asset management
Caractéristiques clés
Our IT service management software combines codeless configuration, a native CMDB, ITIL-aligned templates, and a private AI virtual agent to simplify operations and reduce service complexity.
Configurations sans code
Enables quick deployment of services and configuration items without developers or large teams, and lets you upgrade confidently while keeping configurations intact.
Native CMDB for real-time service visibility
Keeps track of services and configuration items across ITSM, ESM, and ITAM. A single, accurate source of truth reveals dependencies, helps assess impact, and improves service availability.
Aviator, the private AI virtual agent
Delivers secure, relevant support for users and agents using a private LLM by default. Embeds into workflows to automate processes with full autonomy or human-in-the-loop oversight.
Out-of-the-box IT and non-IT content
Provides ITIL-aligned best-practice intake forms and process templates across IT and enterprise services, including HR and facilities, helping you launch service apps faster.
Comment acheter
Enjoy flexible licensing that covers essential ITSM, ESM, and ITAM capabilities. Change license allocations or add capabilities without costly surprises. AI and other key features are included as standard, not as expensive add-ons
OpenText Service Management Express (SaaS)
- Unlimited ITSM, including change, incident, knowledge, problem, request, service request, service level, and survey management
- Portail de services et application mobile
- Rapports et tableaux de bord
- Plateforme d'intégration
- Studio pour configurer et créer des applications de gestion de flux de travail
- Applications de flux de travail de démarrage sur Marketplace
- Out-of-the-box ITSM and ESM best-practice templates
- Intelligence artificielle intégrée et analyses
- Résidence des données multi-régions
- 99,9 % de disponibilité SLA
- Private virtual agent (Aviator)
OpenText Service Management Premium (SaaS)
- Everything under OpenText Service Management Express (SaaS)
- Gestion des actifs TI et des achats
- Gestion des idées et des propositions
- Gestion des fournisseurs
Intégrations
Prebuilt connectors ease integration with popular security, cloud, collaboration, development, and HR apps. If an integration isn’t available, a generic API connector lets you quickly configure a custom one. Below are popular out-of-the-box integrations.
Amazon Web Services™ (AWS) 
Atlassian Confluence™ 
Atlassian Jira Service Management™ 
Datadog
GitHub 
Gmail™ 
Google Cloud™ 
Google SecOps™
Jenkins
Microsoft Azure 
Microsoft Intune
Microsoft Outlook Microsoft Power Automate 
Microsoft Power BI 
Microsoft SharePoint 
Microsoft 365
Salesforce 
SAP Solution ManagerSAP SuccessFactors
Slack 
Tableau 
Webex 
WorkdayAccelerate the value of OpenText Service Management
Communautés
Explorez nos communautés OpenText. Établissez des liens avec des particuliers et des entreprises pour obtenir des perspectives et du soutien. Participez à la discussion.
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Explorez des idées, participez à des discussions et établissez des liens avec vos pairs.
OpenText Service Management community
Services professionnels
Les services professionnels d'OpenText combinent la mise en œuvre de solutions de bout en bout avec des services technologiques complets pour aider à améliorer les systèmes.
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Obtenez un partenaire de confiance pour vous guider dans votre parcours de gestion de l'information
Votre parcours vers le succès
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Accélérez votre parcours de gestion de l'information
Services de consultation
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Propulsez votre entreprise vers l'avenir avec des solutions modernes
Services NextGen
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Libérez tout le potentiel de votre solution de gestion de l'information.
Services de réussite client
Partenaires
OpenText aide les clients à trouver la bonne solution, le bon soutien et le bon résultat.
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Recherchez dans le répertoire des partenaires d’OpenText
Trouver un partenaire
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Découvrez le catalogue des solutions partenaires d'OpenText
Marché d'applications
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Organisations de premier plan qui améliorent les produits et solutions OpenText
Partenaires stratégiques
Déploiement
Explorez des options de déploiement évolutives et flexibles pour des organisations mondiales de toutes tailles.
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Simplifiez l'intégration et l'adoption du nuage grâce à un gestionnaire de la réussite client.
OpenText sur le nuage public
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Libérez des ressources, optimisez les performances et résolvez rapidement les problèmes
OpenText Off Cloud Managed Services
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Optimisez votre investissement dans le nuage privé grâce à des conseils d'experts
OpenText Private Cloud
Formation
Les services d'apprentissage offrent des programmes complets de formation et d'apprentissage pour accélérer les connaissances et les compétences.
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Répondez aux besoins de tous les types d'utilisateurs pour une adoption efficace
Services d'apprentissage
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Obtenez l'expertise au besoin
Crédits flexibles
Soutien premium
Optimisez la valeur de votre solution OpenText avec des experts dédiés qui offrent un soutien crucial pour votre environnement informatique complexe.
OpenText Service Management resources
OpenText Service Management
Read the product overviewService management for HR teams
Read the ebookHow to prepare enterprise knowledge for AI success
Read the white paperService management for HR teams
Read the ebookHow to prepare enterprise knowledge for AI success
Read the white paper
CIO perspective: The benefits of single IT service management software
Watch the video
Service management automation for HR
Watch the videoAI use cases for service management
Take a tourHR service management use cases
Take a tourHR service management use cases
Take a tourGet to know AI agent workflows
Watch on demandBuilding AI agent workflows
Watch on demandWhen ITSM meets AIOps for agentic incident preventions
Watch on demandBuilding AI agent workflows
Watch on demandWhen ITSM meets AIOps for agentic incident preventions
Watch on demand-
Yes, Aviator is the generative AI virtual agent embedded in OpenText Service Management. Built on enterprise-grade privacy, security, and relevance, it runs on a private LLM by default, governed by access controls, and supports use cases for users, agents, and AI workflows.
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Yes. Aviator supports on-premises deployments for OpenText Service Management, alongside SaaS and hybrid options. On-premises Aviator is fully air-gapped, keeping all data local for high-security needs.
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Our service management automation solution offers out-of-the-box connectors and templates for OpenText and popular security, cloud, collaboration, development, and HR apps. For additional needs, a generic API connector enables fast custom integration through a graphical UI.
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OpenText Service Management is offered as a service (SaaS) and can also be deployed on premises or in the cloud.
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OpenText Service Management is a multitenant application. It also supports data segmentation to logically separate data within a single tenant.
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Trusting AI and ensuring relevance matters in service management. Our AI ITSM/ESM software grounds responses in privacy, security, and enterprise-specific knowledge. Aviator draws only from trusted data sources you control, using your tickets, policies to reflect how your organization works.
Learn more about Aviator security, privacy, and relevancy in this white paper
Aviator Live recap: Your questions answered
We answer top Aviator questions on AI agent workflows, entitlements, deployment, and more.
Read the blog
Your AI took action. Who’s accountable? ITSM knows
AI agents need guardrails to act safely. Here are 5 actions every service leader must take.
Read the blog
Stop treating ESM like a tool choice: It’s a business strategy
Enterprise service management succeeds with strategy, not tools.
Read the blog
Building the ticketless enterprise: AI-powered IT Operations
Learn how OpenText uses AI agents, automation, and accurate service maps to transform ITOps.
Read the blogThey modernized their ITSM
Read client storiesDownload out-of-the-box apps built by OpenText, partners, or clients
Visit the app marketplaceWhat should you look for when choosing an IT service management software solution?
Learn moreChoose the right discovery tool to scale your ITSM
Learn moreDownload out-of-the-box apps built by OpenText, partners, or clients
Visit the app marketplaceWhat should you look for when choosing an IT service management software solution?
Learn moreChoose the right discovery tool to scale your ITSM
Learn more
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