OpenText brings decades of expertise to help you unlock data, connect people and processes, and fuel AI with trust
Unify data seamlessly across your enterprise to eliminate silos, improve collaboration, and reduce risks
Get AI-ready and transform your data into structured, accessible, optimized information
Meet regulatory and compliance requirements and protect your information throughout its lifecycle
OpenText helps people manage content, automate work, use AI, and collaborate to boost productivity
See how thousands of companies around the world are succeeding with innovative solutions from OpenText™
Our people are our greatest asset; they are the life of the OpenText brand and values
Learn how we aspire to advance societal goals and accelerate positive change
Find a highly skilled OpenText partner with the right solution to enable digital transformation
Explore scalable and flexible deployment options for global organizations of any size
Local control. Global scale. Trusted AI
Your cloud, your control
Free up resources, optimize performance and rapidly address issues
Run anywhere and scale globally in the public cloud of your choice
See information in new ways
AI that understands your business, your data, and your goals
Say hello to faster decisions. Your secure personal AI assistant is ready to get to work
Gain better insights with generative AI for supply chains
Power work with AI content management and an intelligent AI content assistant
Improve your security posture with AI cybersecurity and agile threat detection
Enable faster app delivery, development, and automated software testing
Elevate customer communications and experiences for customer success
Empower users, service agents, and IT staff to find the answers they need
See information in new ways
AI that understands your business, your data, and your goals
Say hello to faster decisions. Your secure personal AI assistant is ready to get to work
Gain better insights with generative AI for supply chains
Power work with AI content management and an intelligent AI content assistant
Improve your security posture with AI cybersecurity and agile threat detection
Enable faster app delivery, development, and automated software testing
Elevate customer communications and experiences for customer success
Empower users, service agents, and IT staff to find the answers they need
Predict, act, and win with real-time analytics on a smarter data platform
Give users access to the answers they need, faster and easier, with multi-repository AI-based search that lets you contextualize everything from clicks to conversations
Connect once, reach anything with a secure B2B integration platform
Reimagine knowledge with AI-ready content management solutions
Supercharge intelligent workspaces with AI to modernize work
Integrated cybersecurity solutions for enterprise protection
Purpose built data protection and security solutions
Reinvent threat hunting to improve security posture with the power of agile AI
Ship better software—faster—with AI-driven DevOps automation, testing, and quality
Reimagine conversations with unforgettable customer experiences
Get the clarity needed to cut the cost and complexity of IT operations
Redefine Tier 1 business support functions with self-service capabilities from private generative AI
Build custom applications using proven OpenText Information Management technology
Build it your way with OpenText Cloud APIs that create the real-time information flows that enable custom applications and workflows
Protect what matters, recover when it counts
Get greater visibility and sharper insights from AI-driven information management. Ready to see how?
Break free from silos, streamline processes, and improve customer experiences with secure information management for AI
Improve efficiency, security, and customer satisfaction with OpenText
Run processes faster and with less risk
Achieve digital transformation with guidance from certified experts
Modernize your information management with certified experts
Unlock the full potential of your information management solution
Turn support into your strategic advantage
Extend IT teams with certified OpenText application experts
Discover training options to help users of all skill levels effectively adopt and use OpenText products
Modernize your information management with certified experts
Unlock the full potential of your information management solution
Turn support into your strategic advantage
Extend IT teams with certified OpenText application experts
Discover training options to help users of all skill levels effectively adopt and use OpenText products
Information is the heartbeat of every organization. We build information management software so you can build the future
OpenText partners with leading cloud infrastructure providers to offer the flexibility to run OpenText solutions anywhere
OpenText partners with top enterprise app providers to unlock unstructured content for better business insights
Discover flexible and innovative offerings designed to add value to OpenText solutions
Discover the resources available to support and grow Partner capabilities
Get expert product and service support to accelerate issue resolution and keep business flows running efficiently
Explore detailed services and consulting presentations, briefs, documentation and other resources
With OpenText™ Service Desk, the travel and transportation company now offers faster, more targeted technical assistance, and better compliance with strict internal service level agreements
The software that was developed internally was not able to meet established SLAs.
Milano Serravalle must always be ready to respond and intervene to fix problems occurring anywhere along its extensive road network, which can range from issues with computing systems at toll booths to failures of telephone systems or printers or networking.
Stefano Zangarini, IT System Manager at Milano Serravalle, said, “The Milano Serravalle motorway and bypass is one of the most travelled and congested road networks in northern Italy. Our IT staff carries out maintenance and technical assistance services for systems all along the network. If something goes wrong, we need to be ready to take action in the shortest time possible and in compliance with established service level agreements [SLAs].”
To handle technical support requests, Milano Serravalle previously used internally developed software, which was unable to support reporting against these SLAs and could not manage the incoming assistance or emergency calls properly. Marco Pedrotti, CIO at Milano Serravalle, said, “We wanted to deploy a more advanced and professional ticketing system based on ITIL [Information Technology Infrastructure Library] so that we could improve the speed and quality of service we offer to our users.”
After evaluating several applications from leading IT vendors, Milano Serravalle decided to implement Service Desk.
“We were already using ZENworks, and when we learned that also offered a help-desk solution, we saw that this would create a good synergy. Having another product in support of ZENworks would mean increased integration, ease-of-use, standardization and, of course, more satisfactory results,” said Zangarini.
Service Desk is highly scalable and easy to deploy, and the solution’s seamless integration with Milano Serravalle’s existing applications helps the company to gain centralized management of all IT resources.
Following a rapid implementation – which included full on-the-job training for the company’s IT staff – Milano Serravalle started to test the product right away to check its potential and become more familiar with its functionalities.
Pedrotti said, “We were able to take advantage of the product’s integration with our existing infrastructure, thanks to the easy customization of the tool, as well as the native interface with ZENworks. We were so positively impressed that we decided to extend the suite to benefit from a more centralized way of managing our environment. It was easy to connect Service Desk to our Lotus Domino email system, and to set up a mail gateway between the old ticketing system and the new one.”
Stefano Zangarini said, “What happens now when we receive a request for technical assistance is exactly what we wanted. Service Desk automatically escalates calls and directs them to the appropriate person, removing nearly all need for manual intervention.”
With Service Desk, Milano Serravalle monitors its performance and its users’ IT requirements from an all-round perspective. Pedrotti said, “Service Desk has enabled us to improve our service to the users, to keep a close eye on all aspects of service delivery, and to ensure adherence to our SLAs.
Service Desk has allowed Milano Serravalle to create a centralized, up-to-date and comprehensive view of all its support and maintenance operations, eliminating manual tasks which previously made it difficult to provide a fast and reliable service to users. The solution has also enabled Milano Serravalle to create a hierarchy of priorities in order to fully comply with its strict SLAs.
Pedrotti said, “We noticed that a large proportion of support requests are not about real ‘incidents’, but are requests for technical help, which often turn into bespoke mini-training sessions. We are very confident in the analytic potential of the product to provide feedback to the training department, in order to organize targeted courses for groups of users.”
Zangarini said, “With Service Desk, every single request for assistance is now monitored, registered and directed to the department of reference, which helps us to provide faster, more reliable and targeted support.
With Service Desk and ZENworks, we can do almost everything from a central point of control, which has translated into a huge time savings of about 80 percent. Service Desk has proven to be the ideal solution for us.
Milano Serravalle manages the infrastructural road network in Milan and the surrounding Lombardy region – one of the most travelled areas in Europe. Founded in 1951, the company employs around 700 people and monitors motorways that serve hundreds of thousands of people every day.