Diebold Nixdorf is a world leader in connected commerce for banking and retail businesses, providing software, services, ATM hardware and security, self-checkout systems, point-of-sale terminals, self-ordering kiosks, and more.

Countries:

130+ worldwide
Employees:

Nearly 21,000
Industry:

Technology

Summary

Challenges

Serving 30,000+ users despite high maintenance needs, low flexibility, and scaling costs.

Solution

Replaced their on-premises solution with OpenText™ SMAX to revolutionize service management with a modern user-friendly interface and AI-driven efficiency.

Results

Achieved 30% reduction in Service Desk calls
Aligned with Diebold Nixdorf's cloud strategy
Reduced operating, maintenance and infrastructure costs

Challenges

Transform on-premise SMAX to SaaS to drastically reduce maintenance costs for a more flexible and scalable solution leveraged by 30,000+ users
Transform on-premise SMAX to SaaS

The primary challenge faced by Diebold Nixdorf was the need to transform their on-premise OpenText™ Service Management Automation X (SMAX) system into a Software as a Service (SaaS) solution. This transformation aimed to significantly reduce maintenance costs while ensuring a more flexible and scalable platform for over 30,000 users. Diebold Nixdorf, a leader in technology security and connected commerce, sought to enhance operational efficiency, improve user experiences, and leverage the power of AI and automation through this transition.

The specific challenges they encountered included the high maintenance costs associated with on-premise hardware, the need for version control and security updates to protect against vulnerabilities, and the goal of aligning with their cloud objectives. They also aimed to reduce the volume of calls coming into their service desk by enabling users to handle more tasks independently through the SMAX portal.

Thanks to the self-service capabilities offered by SMAX, we have observed a 30% reduction in call volumes, as our users continue to handle more and more tasks independently.

Zuzana Mayerova
ITSM Program Manager, Diebold Nixdorf

Solution

OpenText™ SMAX revolutionized service management, empowering Diebold Nixdorf with a modern user-friendly interface, AI-driven efficiency, with a seamless migration to SaaS.

Products deployed

OpenText™ Service Management Automation X (SMAX)

Service management platform designed to streamline and automate IT and business service delivery processes
OpenText™ Operations Bridge

Real-time IT operations management solution that monitors and automates to enhance system performance and reliability
OpenText™ Universal CMDB and OpenText™ Universal Discovery

Unified Configuration Management database (CMDB) solution combined with powerful discovery capabilities

Services deployed

OpenText™ Professional Services

Expert consulting and support to help customers maximize the value of OpenText™ solutions

Implementing SMAX for Service Management

Diebold Nixdorf adopted SMAX as a unified portal for service management, catering to both internal employees’ requirements and satisfying the needs of managed services customers. The user-friendly interface, real-time progress tracking, and direct interaction with request owners garnered positive feedback from users. The enterprise-wide service desk quickly gained traction, and soon the team noticed a marked result, as Zuzana Mayerova, ITSM program manager for Diebold Nixdorf, commented, “Users like our SMAX portal as they can easily track the progress of their requests and interact directly with the request owner through a user-friendly interface.” There is a library of more than 480 knowledge articles which encourages user self-service too. She continued, “Thanks to the self-service capabilities offered by the SMAX, we have observed a 30 percent reduction in call volumes, as our users continue to handle more and more tasks independently.” Having the right service models in SMAX helps to assign requests to the correct expert group which leads to a reduction of the manual effort, faster processing, yielding improved response and resolution times.

In recent years, Diebold Nixdorf has experienced rapid growth in SMAX adoption, with now over 33,000 users using the Service Portal. SMAX’s AI-driven capabilities have helped streamline routine tasks, improving overall efficiency for the service agents. AI also supports the creation of knowledge management articles to improve self-service capabilities which reduces the overall volume of requests and improves both collaboration and resolution times.

Smooth migration to SMAX SaaS

Recognizing the cost and operational advantages of the cloud, Maria Grbic, vice president of global IT modern workplace technology at Diebold Nixdorf, also expressed her thoughts on the value brought by the migration to SaaS, “By moving SMAX in the cloud, we have overcome the challenges of maintaining on-premise hardware. We receive continuous updates and have the flexibility to scale resources as needed. In addition, the AI-driven functions of SMAX have revolutionized incident management, enabling us respond efficiently to service requests and resolve issues faster than ever before.”

The transition was completed within a three-month timeframe, facilitated through effective governance and collaboration between Diebold Nixdorf and OpenText™. Diebold Nixdorf collaborated closely with OpenText™ Professional Services to ensure a seamless migration to SMAX SaaS. User acceptance testing activities validated the SaaS tenant and integration points, while legal documentation and data privacy considerations ensured compliance with security standards. The go-live execution and consolidation of service asset and configuration management (SACM) within SMAX further opened up the possibility to improve incident and problem resolution, change management processes, and overall service quality.

By moving SMAX in the cloud, we have overcome the challenges of maintaining on-premise hardware. We receive continuous updates and have the flexibility to scale resources as needed. In addition, the AI-driven functions of SMAX have revolutionized incident management, enabling us respond efficiently to service requests and resolve issues faster than ever before.

Maria Grbic
Vice President of Global IT Modern Workplace Technology, Diebold Nixdorf

Results

The implementation of SMAX at Diebold Nixdorf led to significant efficiency gains, a 30% reduction in service desk calls, seamless migration to SMAX SaaS, and improved operational excellence.

Reduced costs

Diebold Nixdorf integrated SMAX with various OpenText IT operations management solutions, aligning with ITIL processes and best practices. OpenText™ Operations Bridge integrated with infrastructure and monitoring tools enabled consolidated event correlation, and streamlined event feed into incident management to channel the work of operations and support agents. This allows a more focused and targeted collaboration and reduces the need to move service tickets between different departments.

The integration with OpenText™ Universal CMDB resulted in cost savings by retiring legacy discovery tools. Mayerova commented, “Creating a single SACM process within SMAX SaaS has opened up the path for faster resolution of incidents and problems, and improved the service quality of our change management processes”.

Aligned with Diebold Nixdorf's cloud strategy

Grbic commented, “SMAX SaaS has provided us with stable platform availability and responsive support. Our expanded use cases have reduced costs and increased end-user satisfaction. The machine learning and advanced analytics features enrich the user experience.” She concluded, “The partnership with OpenText Professional Services ensured a seamless migration and ongoing support, enabling continuous improvement and innovation in service management. This reflects our commitment to embracing cloud and leveraging AI to position the company as a leader in connected commerce solutions. We continue to drive innovation and deliver exceptional value to our customers and stakeholders.”

Reduced operating, maintenance & infrastructure costs

Diebold Nixdorf’s successful transition from on-premise SMAX to SMAX SaaS, powered by AI-driven features such as NLP has brought remarkable benefits to operational efficiency, user experience, and has improved overall service quality.