Is your service management where it should be in the age of AI?
AI-powered service management for every team
Why continue with complexity when you can switch to fast and easy—AI and all?
Forrester Wave™ report
OpenText among top 3 in the strength of current offering category
Welcome to the AI service desk that keeps costs down
Deliver great service experiences for less with a fast-to-deploy, easy‑to‑maintain solution
AI empowerment
Boost user satisfaction
Make it easy for employees to quickly find answers and submit service or support requests through one AI‑powered portal.
Simplicity
Cut operational complexity
Eliminate the need for a large team to handle maintenance, upgrades, and new service rollouts.
Speed
Drive faster outcomes
Streamline services with out-of-the-box best practices, seamless integrations, codeless configurations, and real-time visibility into service performance.
Savings
Cut service management costs
Deploy a codeless, easy-to-deploy, low-maintenance solution with transparent pricing that covers all essential ITSM and ESM capabilities.
Why organizations around the world choose our enterprise service management solution
They improved user satisfaction, increased agent productivity, and streamlined services across departments
Choosing SaaS aligns with our cloud-first, smart-city strategy and ensures we stay version-current to gain immediate access to new features as soon as they’re released.
Frequently asked questions
Organizations are applying AI broadly across IT and non-IT functions. AI ITSM and ESM use cases include user and agent assist, content generation (such as knowledge articles and ticket summaries), and workflow automation. Looking ahead, companies are prioritizing more advanced automation, including autonomous workflows with minimal human involvement.
Read the Foundry CIO report to learn more about the state of AI adoption in ITSM and ESM >
Yes. According to a recent Foundry CIO survey, 91% of organizations using or piloting AI report measurable ROI, with 26% seeing significant returns. The biggest gains come from productivity improvements, reduced operational costs, and faster resolution times. Organizations with both AI ITSM and ESM strategies in place are more likely to report higher ROI, showing that service management maturity amplifies AI’s impact.
Learn more about AI ROI for ITSM and ESM in this research report >
High quality data and content are the most important factors for AI success, followed closely by employee upskilling and training. These factors become even more essential as AI systems grow more autonomous. Clear business use cases, strong governance practices, and reliable vendor tools also help organizations scale AI effectively.
Read the AI adoption research report to learn more about achieving AI success in ITSM and ESM >
A good place to start is with a knowledge management health check. First, identify your primary knowledge sources and evaluate them for accuracy, currency, and structural consistency. It also helps to review how thoroughly tickets are documented at closure, how actively knowledge articles are used, and where gaps or redundancies might exist. Strong knowledge quality is essential because AI can only provide accurate answers when it has high quality content to draw from.
Read the full Is your service management ready for AI? white paper to learn more >
Trusting AI answers and ensuring their relevance is an important consideration when adopting AI in service management. With our AI service desk software, OpenText™ Service Management, responses are grounded in privacy, security, and enterprise specific knowledge. OpenText™ Aviator™, our private virtual agent, draws only from the trusted data sources you choose to make available. Aviator responses are based on your real tickets, policies, and documentation, so the answers reflect how your organization works.
Learn more about Aviator security, privacy, and relevancy in this white paper >