Articles and workshops | INTEDO – Optimization of IT services

Service Desk and Power BI: Connecting Operational Data with Analytics

Do you know which services put the greatest workload on your Service Desk? Which types of incidents keep recurring, and how do their volume and resolution times change over time? The Service Desk collects data on these questions every day. Connecting SMAX and Power BI via OData makes it possible to combine and analyze this data and gain a broader view of IT service performance from SLA compliance and workload to long-term trends.

AI Agents

Service Desk agents spend a significant amount of time searching for information, rewriting responses, and assigning tickets. Specialized AI agents can take over these routine activities, freeing experts to focus on tasks where their experience and expertise are truly indispensable.

SMAX and UCMDB Help Meet Cybersecurity Requirements

You may already have tools that can significantly support compliance with cybersecurity requirements – the key is to use their full potential. During the workshop, we will show how OpenText SMAX and UCMDB can support the requirements of NIS2 and the Czech Cybersecurity Act (ZoKB) and where existing ITSM processes can be taken further.

The Difference Between IT Service Management and Enterprise Service Management

Do you often hear the acronyms ITSM and ESM, but aren’t quite sure what the difference between them actually is? Although they sound similar and are based on the same principles, the scope of their application within a company varies fundamentally. Read on to find out how these approaches help streamline service management not just in IT, but across the entire organization.

A Self-Service Portal People Actually Use

The gateway to IT is the service portal or the Service Desk interface for end users. Whenever users need something from IT, they are essentially asking themselves: “How quickly and easily can I get this done today?” They should not have to think about where to write or whom to call. Is your service portal attractive and intuitive enough for users?

Benefits of Using IT Asset Management

Are you losing track of which laptops, servers, or software licenses your company actually uses? The solution is IT Asset Management. Find out how this approach helps you optimize costs, strengthen security, and gain complete control over your IT assets.

Take Control of Your IT: Comprehensive IT Infrastructure Management

Take control of your IT infrastructure. In this workshop, we demonstrated how to connect Asset Management and Configuration Management, obtain high-quality data from multiple systems, and automate the management of hardware, software, licenses, certificates, and other IT and non-IT assets across the organization

Monitoring → Incident: How to Avoid Overloading the Service Desk

We held a Monitoring → Incident workshop where we demonstrated how to connect monitoring, incident management, and automation so that the Service Desk is not overwhelmed by unnecessary alerts. We showed how to route incidents to the right teams, suppress false tickets during planned maintenance, and use automated diagnostics and remediation.

What’s New in OpenText Service Management Versions 25.4, 26.1, and 26.2

New versions of the OpenText Service Management platform push the boundaries in integrations, user interface, mobile security, and automation. Find out how organizations can manage IT services more efficiently, accelerate request resolution, and unify key processes.