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OpenText Service Management

AI-powered service management that keeps costs down

ESMのForrester Wave™ を読むRequest a custom ITSM & ESM demo
コンピューター上で動作するOpenText Service Managementソフトウェア

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.

Self-service ease, codeless configs, no-drama upgrades, budget-friendly options

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.
ESMのForrester Wave™ を読む

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
    予算を節約
    Cut complexity through codeless deployment and upgrades, lowering service lifecycle costs and avoiding surprise expenses with transparent licensing.
Explore customer reviews and testimonials

ユースケース

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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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

    主な機能

    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.

    コードレス構成

    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.

    Tour AI use cases for service managementTour service management automation for HR

    ご購入

    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
    • サービスポータルとモバイルアプリ
    • レポートとダッシュボード
    • 統合プラットフォーム
    • ワークフローアプリの設定と作成のためのスタジオ
    • マーケットプレイスのスターターワークフローアプリ
    • Out-of-the-box ITSM and ESM best-practice templates
    • 組み込みのAIと分析
    • マルチリージョンデータレジデンシー
    • 99.9%のSLAアップタイム
    • Private virtual agent (Aviator)

    OpenText Service Management Premium (SaaS)

    • Everything under OpenText Service Management Express (SaaS)
    • IT資産および調達管理
    • アイデアおよび提案の管理
    • ベンダー管理
    Request a custom ITSM & ESM demo

    統合

    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のロゴ Amazon Web Services™ (AWS)
    Atlassian Confluence logoAtlassian Confluence™
    Atlassian Jira Service Management logoAtlassian Jira Service Management™
    Datadog logoDatadog
    GitHub logoGitHub
    Gmail logoGmail™
    Google CloudのロゴGoogle Cloud™
    Google logoGoogle SecOps™
    JenkinsロゴJenkins
    Microsoft AzureのロゴMicrosoft Azure
    MicrosoftロゴMicrosoft Intune
    Microsoft OutlookのロゴMicrosoft Outlook
    MicrosoftロゴMicrosoft Power Automate
    Microsoft Power BI logoMicrosoft Power BI
    Microsoft SharePointロゴMicrosoft SharePoint
    Microsoft 365 logoMicrosoft 365
    SalesforceのロゴSalesforce
    SAP Solution Manager SAP Solution Manager
    SAP SuccessFactors logoSAP SuccessFactors
    Slack logoSlack
    Tableau logoTableau
    WebexのロゴWebex
    WorkdayのロゴWorkday

    Accelerate the value of OpenText Service Management

    コミュニティ

    OpenTextのコミュニティをご利用ください。 個人や企業とつながり、インサイトやサポートを得ることができます。 ディスカッションに参加する。

      プロフェッショナルサービス

      OpenTextのプロフェッショナルサービスは、エンドツーエンドのソリューション導入と包括的なテクノロジーサービスを組み合わせて、システムの改善を支援します。

      パートナー

      OpenTextは、お客様が適切なソリューションやサポート、そして期待通りの結果を得られるよう支援します。

      導入

      あらゆる規模のグローバル組織に対応するスケーラブルで柔軟な導入オプションを探る

      トレーニング

      Learning Servicesは、知識とスキルを加速させるための包括的なイネーブルメントと学習プログラムを提供します。

      プレミアムサポート

      複雑なIT環境に対応したミッションクリティカルなサポートを提供する専任の専門家が、OpenTextのソリューションの価値を最適化します。

        OpenText Service Management resources

        Aydem Energy logo

        Streamlined service management with ITIL-aligned processes for IT and non-IT

        Learn more
        Municipality of Cascais logo

        Rolled out ITSM/ESM in four months, automating services across departments

        Learn more
        Diebold Nixdorf logo

        Implemented a scalable, cost-effective SaaS solution serving 30K+ users

        Learn more
        Envirosuite logo

        Achieved easy upgrades and boosted agent productivity with SaaS ITSM software

        Learn more
        SOCAR Turkey logo

        Unified the business with a single service management automation platform

        Learn more
        Zurich Airport logo

        Achieved ITIL-compliant service automation with easy-to-upgrade SaaS

        Learn more
        See more success stories

        OpenText Service Management

        Read the product overview

        Service management for HR teams

        Read the ebook

        How to prepare enterprise knowledge for AI success

        Read the white paper

        Service management for HR teams

        Read the ebook

        How to prepare enterprise knowledge for AI success

        Read the white paper
        Play video

        CIO perspective: The benefits of single IT service management software

        Watch the video
        Play video

        Service management automation for HR

        Watch the video

        AI use cases for service management

        Take a tour

        HR service management use cases

        Take a tour

        HR service management use cases

        Take a tour

        Get to know AI agent workflows

        Watch on demand

        Building AI agent workflows

        Watch on demand

        When ITSM meets AIOps for agentic incident preventions

        Watch on demand

        Building AI agent workflows

        Watch on demand

        When 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.

        • 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.

        • 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.

        • OpenText Service Management provides mobile support for users and agents, available Android and iOS. Users can search for services, submit and approve requests, and chat with Aviator. Agents can manage tickets, add solutions, and collaborate with Aviator to resolve issues.

        • OpenText Service Management is offered as a service (SaaS) and can also be deployed on premises or in the cloud.

        • OpenText Service Management is a multitenant application. It also supports data segmentation to logically separate data within a single tenant.

        • 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

          March 24, 2026

          Aviator Live recap: Your questions answered

          We answer top Aviator questions on AI agent workflows, entitlements, deployment, and more.

          Read the blog
          March 16, 2026

          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
          February 06, 2026

          Stop treating ESM like a tool choice: It’s a business strategy

          Enterprise service management succeeds with strategy, not tools.

          Read the blog
          Dec 09, 2025

          Building the ticketless enterprise: AI-powered IT Operations

          Learn how OpenText uses AI agents, automation, and accurate service maps to transform ITOps.

          Read the blog

          They modernized their ITSM

          Read client stories

          Download out-of-the-box apps built by OpenText, partners, or clients

          Visit the app marketplace

          What should you look for when choosing an IT service management software solution?

          Learn more

          Choose the right discovery tool to scale your ITSM

          Learn more

          Download out-of-the-box apps built by OpenText, partners, or clients

          Visit the app marketplace

          What should you look for when choosing an IT service management software solution?

          Learn more

          Choose the right discovery tool to scale your ITSM

          Learn more

          次のステップへ

          Connect with a local solutions consultant to explore capabilities tailored to your needs.

          Request a custom ITSM & ESM demo

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