During the workshop, we dove deep into the key functionalities of SMAX Service Desk that streamline work for users, resolvers, and administrators alike. We shared practical tips on accelerating day-to-day IT service management.
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Do you know how to enable your ITSM department to make a revolutionary leap? At our workshop, you discovered how Artificial Intelligence (AI) will transform the way you work. SMAX, in combination with AI, allows you to automate routine tasks, improve the accuracy of ticket classification, and provide faster, more efficient support to your users. We demonstrated how AI can transform your data into valuable knowledge and how to reduce IT service costs. The future of ITSM is here!
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During our recent workshop focused on ITIL standards within SMAX, we delved into critical operational challenges. Key discussion points included strategies for effectively resolving outstanding requests and reported incidents, enhancing the overall quality of service delivery, and ensuring comprehensive visibility into requests and reported defects to boost employee efficiency. Furthermore, we explored methods for rapid and effective process automation, ensuring full adherence to ITIL methodologies across core processes such as Request Management, Change Management, and Incident Management.
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In collaboration with OpenText, we've prepared a series of workshops for 2025 focused on IT Operations Management (ITOM) and IT Service Management (ITSM) solutions. Our upcoming ITOM workshops will specifically highlight the SMAX (Service Management Automation X) and UCMDB (Universal CMDB) platforms, providing you with valuable insights and practical demonstrations for effective ITOM business management.
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In September, we had the opportunity to meet in person with representatives from OpenText and customers who utilize the SMAX (Service Management Automation X) ITSM platform within their organizations. During the meeting, customers indicated that the most frequently used processes in their companies include Request Management, Incident Management, Change Management, and also IT Asset Management.
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During the workshop held on August 22, 2024, we demonstrated how to streamline business processes and enhance user satisfaction using a professional SMAX Service Desk. We showcased how to effectively manage requests, incidents, and changes, and improve communication between IT and other departments.
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We introduced the main new features in the latest version of the Service Management Automation X (SMAX) HelpDesk tool. On July 26, 2024, we looked at how the Aviator function empowers users to resolve common requests independently. From an infrastructure perspective, we showed how the new version of SMAX can be deployed to production faster using Helm. We also covered the updates to the mobile application, which is fully available for SMAX on both Android and Mac operating systems.
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We collectively demonstrated how Artificial Intelligence (AI) can be leveraged within business processes today using the UFT One tool, and also how to streamline and automate functional software testing. The workshop focused on areas of functional testing automation that utilize Artificial Intelligence (AI). We held discussions on topics such as how to use UFT One and what the current trends in functional testing are. During the workshop, demonstrations of functional testing with Opentext UFT One were conducted, and the potential uses of this tool were presented.
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This webinar discussed how an ITSM solution that complies with the ITIL methodology can be practically applied to processes such as Request Management, Change Management, and Incident Management. The online webinar on "Practical Introduction to an ITIL-Compliant ITSM Solution" took place on May 16, 2024.
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