About Micro Focus
Micro Focus’ service management team provides the internal IT infrastructure, application and security services to all business units, serving over 14,000 employees. Delivering dozens of support and service functions and representing many internal stakeholder groups, this is delivered by a hybrid mix of an external managed services partner, and internal specialist support teams, totaling over 150 agents.
Reviewing its own product set, the team opted for Micro Focus SMAX. Evans explains why: “We really liked the SMAX social features, artificial intelligence (AI), and machine learning capabilities, and could see huge potential for these. SMAX also includes an intent-based smart virtual agent which interacts with users, rather than just providing a search function. We liked the ease of integration into our operational toolset, and the opportunity to deploy a mobile app as another channel for users to communicate with us, all on one unified platform.”
DXC Technology, Micro Focus’ managed services partner, worked closely with Micro Focus Professional Services and the product support teams to design and implement the out-of-the box best-practice service model. An out-of-the-box approach gave the team the workflow, transaction definitions, and APIs required, and the standard data models included in SMAX supported the existing enterprise architecture definitions and operational model. SMAX integrates seamlessly with eDirectory, Micro Focus Operations Orchestration, Operations Bridge, uCMDB, and Vertica. A link to Workday is nearly finalized as well.
Evans on SMAX implementation: “We found SMAX easy to implement and simple to configure for our developing needs. Within just three months we moved our entire service desk onto the new SMAX toolset and consolidated 75 percent of our IT support functions onto the new platform.”
Users can choose their preferred communication channel for their support or service query, be it via portal, SMAX chat, phone, or mobile application, with all communication captured against a single ticket in a central repository. This makes for much more effective knowledge management communication and easier compliance with SLA requirements. Self-service through knowledge management articles, and automation with SMAX virtual agents are reducing the number of calls to the helpdesk. Currently, 50 percent of support queries are self-submitted through the portal.
As engagement in the SMAX portal is increasing, the team has the volume metrics to work on automating the resolution of the ‘most popular’ requests. This no-touch approach routes requests through the systems for automated fulfilment without requiring agent involvement.
Evans also likes the direction SMAX is heading in supporting enterprise service management (ESM): “During our consulting and implementation phases, it was clear that people, processes, and tools are superbly integrated within the SMAX solution. This makes it a great solution for not just IT-related requests, but any line of business within our organization. We have onboarded our HR Direct function, and are working to onboard software and asset management, cybersecurity, license management, and procurement functions. The ultimate aim is a one-stop single portal for any IT- or business-related user request.” He concludes: “The SMAX support processes and feature releases keep the operational toolset functional and current, highly available, and up-to-date with minimum effort on our part.”