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
节省预算
Cut complexity through codeless deployment and upgrades, lowering service lifecycle costs and avoiding surprise expenses with transparent licensing.
用例
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
关键功能
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.
无代码配置
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.
如何购买
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
- 服务门户和移动应用
- 报告和仪表板
- 集成平台
- 用于配置和创建工作流应用的工作室
- Marketplace 上的入门工作流应用
- Out-of-the-box ITSM and ESM best-practice templates
- 内置 AI 和分析
- 多区域数据驻留
- 99.9% SLA 正常运行时间
- Private virtual agent (Aviator)
OpenText Service Management 高级版 (SaaS)
- Everything under OpenText Service Management Express (SaaS)
- IT 资产与采购管理
- 创意与提案管理
- 供应商管理
集成
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
社区
探索我们的 OpenText 社区。与个人和企业建立联系，获取洞察和支持。参与讨论。
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探索想法，加入讨论，与同行交流
OpenText Service Management community
专业服务
OpenText 专业服务将端到端解决方案的实施与全面技术服务相结合，以优化系统。
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让值得信赖的合作伙伴为您指引信息管理之路
您的成功之路
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加快您的信息管理之旅
咨询服务
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利用现代解决方案，推动您的业务迈向未来
NextGen Services
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释放信息管理解决方案的全部潜力
客户成功服务
合作伙伴
OpenText 帮助客户找到合适的方案、恰当的支持与理想的结果。
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搜索 OpenText 的合作伙伴目录
寻找合作伙伴
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浏览 OpenText 的合作伙伴解决方案目录
应用程序市场
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增强 OpenText 产品和解决方案的行业领先组织
战略合作伙伴
部署
探索适用于各类跨国组织、可扩展且灵活的部署方案。
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通过客户成功经理简化云计算入职和采用流程
公有云上的 OpenText
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释放资源，优化性能，并快速解决问题
OpenText 非云端托管服务
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通过专家指导最大化您的私有云投资
OpenText Private Cloud
培训
学习服务可提供全面的赋能和学习项目，以加速提升知识和技能。
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满足各类用户的需求，以实现有效推广
学习服务
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根据需要获取专业知识
灵活额度
高级支持
通过专门的专家团队，为您的复杂 IT 环境提供关键任务支持，优化 OpenText 解决方案的价值。
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获得技术和战略专家提供的个性化一对一协助
高级支持
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
迈出下一步
Request a custom ITSM & ESM demo
