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
Save your budget
Cut complexity through codeless deployment and upgrades, lowering service lifecycle costs and avoiding surprise expenses with transparent licensing.
Use cases
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
Key features
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.
Codeless configurations
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.
How to buy
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
- Service portal and mobile app
- Reports and dashboards
- Integration platform
- Studio for configuring and creating workflow apps
- Starter workflow apps on Marketplace
- Out-of-the-box ITSM and ESM best-practice templates
- Built-in AI and analytics
- Multi-region data residency
- 99.9% SLA uptime
- Private virtual agent (Aviator)
OpenText Service Management Premium (SaaS)
- Everything under OpenText Service Management Express (SaaS)
- IT asset and procurement management
- Idea and proposal management
- Vendor management
Integrations
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
Communities
Explore our OpenText communities. Connect with individuals and companies to get insight and support. Get involved in the discussion.
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Explore ideas, join discussions, and network with your peers
OpenText Service Management community
Professional Services
OpenText Professional Services combines end-to-end solution implementation with comprehensive technology services to help improve systems.
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Get a trusted partner to guide your information management path
Your journey to success
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Accelerate your information management journey
Consulting Services
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Propel your business into the future with modern solutions
NextGen Services
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Unlock the full potential of your information management solution
Customer Success Services
Partners
OpenText helps customers find the right solution, the right support, and the right outcome.
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Search OpenText's partner directory
Find a Partner
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Explore OpenText's Partner solutions catalog
Application Marketplace
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Industry-leading organizations that enhance OpenText products and solutions
Strategic Partners
Deployment
Explore scalable and flexible deployment options for global organizations of any size.
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Simplify cloud onboarding and adoption with a customer success manager
OpenText on Public Cloud
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Free up resources, optimize performance and rapidly address issues
OpenText Off Cloud Managed Services
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Maximize your private cloud investment with expert guidance
OpenText Private Cloud
Training
Learning Services offers comprehensive enablement and learning programs to accelerate knowledge and skills.
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Meet the demands of all types of users for effective adoption
Learning Services
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Get expertise as needed
Flexible Credits
Premium Support
Optimize the value of your OpenText solution with dedicated experts who provide mission-critical support for your complex IT environment.
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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