Articles and workshops | INTEDO – Optimization of IT services

Discover our accompanying program at the itSMF Conference

At the itSMF Czech Republic conference “The Power of Change” (28–29 January 2026), INTEDO, in cooperation with OpenText, will be preparing a complementary program focused on practical demonstrations of modern service management. Our goal is to show visitors how change can work in practice—through live demonstrations of ITSM and ESM solutions, concrete process scenarios, real-life examples from day-to-day operations, and the use of artificial intelligence.

Service Desk & AI

We wrapped up 2025 with a workshop focused on connecting the Service Desk and artificial intelligence: participants gained insights into the practical use of AI for faster ticket processing and automation of routine tasks, while we showcased how AI supports a multilingual environment and simplifies documentation creation.

itSMF Czech Republic 01/2026

On 28–29 January 2026, the itSMF Czech Republic conference will take place under the theme “The Power of Change,” focusing on the true essence of transformation in IT and service management. Today, change is no longer just about new processes or technologies, but above all about a shift in mindset, culture, and the way we work with people.

Explore Service Desk functions that drive your IT forward

At the November workshop “Explore Service Desk functions that drive your IT forward” we will showcase how the modern Service Desk SMAX from OpenText can streamline IT process management and support your organization’s digital transformation. You will gain insights into the possibilities of automation, standardization, and process integration within IT services. Join us and get inspired by practical demonstrations that will help simplify the daily work of your teams.

Improve Efficiency by Automating ITSM with SMAX

ITSM is your engine for efficiency, not a roadblock. Together with OpenText, we'll reveal how the SMAX platform and AI can eliminate manual routines and reduce your reliance on expensive consulting. Discover through practical use cases how to achieve hyper-efficiency and truly automated IT.

Universal Discovery Demystified: A 360° IT View

Discover how to truly take control of your IT infrastructure – from the lifecycle of configuration items, through uncovering Kubernetes architecture, to transforming your CMDB into a powerful tool for reporting and analysis. You will also learn to anticipate the impact of changes through advanced Impact Analysis and leverage OData for open access to your infrastructure data. This workshop connects practical use cases for effective IT management and optimization.

How to customize SMAX service desk features without writing a single line of code?

Today's servicedesk operates in the era of IT service management, where speed, flexibility and user experience play a key role. We will show you how to effectively customize processes and user interfaces without the need for programming using the OpenText Service Management platform. Join our workshop to see a solution that can respond to new customization requirements in a matter of hours and where it is possible to build a new module the next day.

Service Desk and Application Development Lifecycle

Explore how mobile applications accelerate ticket processing and how the Service Desk becomes an integral part of the entire application development lifecycle, from project through release and change management, with effective integration into DevOps and the management of test management.

Integrating IT, the SMAX Way

Do you want to transform your IT Service Management? Our workshop "Integrating IT, the SMAX Way" showed you how to connect key systems and automate processes for maximum efficiency and transparency. You gained practical insights into SMAX integrations with tools like MS Teams, SAP, Azure DevOps, and PowerBI, enabling you to streamline communication, asset management, and task automation. Discover how SMAX can elevate your ITSM to a new level.