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
예산 절감
Cut complexity through codeless deployment and upgrades, lowering service lifecycle costs and avoiding surprise expenses with transparent licensing.
사용 사례
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
주요 기능
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.
코드리스 구성
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.
구매 방법
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
- 서비스 포털 및 모바일 앱
- 보고서 및 대시보드
- 통합 플랫폼
- 워크플로 앱을 구성하고 생성하기 위한 스튜디오
- 마켓플레이스의 스타터 워크플로 앱
- Out-of-the-box ITSM and ESM best-practice templates
- 기본 제공되는 AI 및 분석 기능
- 다지역 데이터 레지던시
- 99.9%의 SLA 가동 시간
- Private virtual agent (Aviator)
OpenText Service Management Premium (SaaS)
- Everything under OpenText Service Management Express (SaaS)
- IT 자산 및 조달 관리
- 아이디어 및 제안 관리
- 공급업체 관리
통합
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 솔루션 매니저SAP 성공 요인
Slack 
Tableau 
Webex 
근무일Accelerate the value of OpenText Service Management
커뮤니티
OpenText 커뮤니티를 살펴보세요. 개인 및 기업과 연결하여 인사이트와 지원을 받으세요. 토론에 참여하세요.
-
아이디어를 탐색하고, 토론에 참여하며, 동료들과 네트워크를 형성하세요.
OpenText Service Management community
전문 서비스
OpenText Professional Services는 엔드투엔드 솔루션 구현과 포괄적인 기술 서비스를 결합하여 시스템을 개선하는 데 도움이 됩니다.
-
신뢰할 수 있는 파트너가 정보 관리 경로를 안내합니다.
성공을 향한 여정
-
정보 관리 여정을 가속화하세요.
컨설팅 서비스
-
최신 솔루션으로 비즈니스를 미래로 인도하세요.
차세대 서비스
-
정보 관리 솔루션의 잠재력을 최대한 발휘하세요.
고객 성공 서비스
파트너
OpenText는 고객이 적합한 솔루션, 적절한 지원 및 적합한 결과를 찾는 데 도움이 됩니다.
-
OpenText의 파트너 디렉토리를 검색하세요
파트너 찾기
-
OpenText의 파트너 솔루션 카탈로그 살펴보기
애플리케이션 마켓플레이스
배포
모든 규모의 글로벌 조직을 위한 확장 가능하고 유연한 배포 옵션을 살펴보세요.
-
고객 성공 관리자와 함께 클라우드 온보딩 및 도입 간소화
퍼블릭 클라우드의 OpenText
-
리소스를 확보하고, 성능을 최적화하며, 문제를 신속하게 해결하세요
OpenText 오프클라우드 관리형 서비스
-
전문가의 가이드를 통해 프라이빗 클라우드 투자 극대화
OpenText 프라이빗 클라우드
교육
학습 서비스는 지식과 기술을 신속하게 향상하기 위한 포괄적인 지원 및 학습 프로그램을 제공합니다.
-
필요에 따라 전문 지식 얻기
유연한 크레딧
프리미엄 지원
전담 전문가의 미션 크리티컬 지원으로 복잡한 IT 환경에서 OpenText 솔루션의 가치를 극대화하세요.
-
기술 및 전략 전문가로부터 맞춤형 일대일 지원 받기
프리미엄 지원
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.
-
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 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
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
다음 단계 진행
Request a custom ITSM & ESM demo
