ValueEdge: Value Stream Management
Align corporate investments with business strategy
Continuous quality from requirements to delivery
Scale enterprise SCCM with security and compliance
Resilient AI-powered functional test automation
Enterprise-level requirements management
Deliver continuous application performance testing
Plan, track, orchestrate, and release applications
Govern quality and implement auditable processes
Automate deployments for continuous delivery
Build business applications using new tools & platforms
The leading solution for COBOL application modernization
Modernize mainframe applications for the Cloud
Modernize host application access
Discover the future of CORBA
Modern mainframe application delivery for IBM Z
Secure, zero-footprint access to host applications
Access host data and automate processes with RPA
Multi-factor Authentication for IBM z/OS endpoints
Build secure software fast
Augment human intelligence
Discover, analyze, and protect sensitive data
Drive IT ecosystem with identity-centric expertise
Deliver simplified, secure access to users
Scale to billions of identities with IGA platform
Gain control of privileged user activities
Track changes and activities in managed services
Get fast, accurate detection of threats
Analytics for text, audio, video, and image data
Reduce risk, cost, and maintenance, and T2M
AI and machine learning for data analysis
Enterprise backup/disaster recovery
Unified traditional and mobile device management
Meet regulatory & privacy retention requirements
Email, IM, and chat-based collaboration
Mobile workforce communication & collaboration
Secure critical file storage and print services
Manage IT & non-IT services with automation and AI
Discover, monitor, and remediate with AIOps
Monitor and optimize complex networks
Discover, manage, and map configurations & assets
Accelerate provisioning with governance in place
Automate and orchestrate processes end to end
Manage IT & software assets for better compliance
Automate server provisioning, patching, and compliance
Automate screen-based human actions with robots
All Micro Focus learning in one place
Build the skills to succeed
Streamline software delivery for faster value
ValueEdge: Value Stream Management
Align corporate investments with business strategy
Continuous quality from requirements to delivery
Scale enterprise SCCM with security and compliance
Resilient AI-powered functional test automation
Enterprise-level requirements management
Deliver continuous application performance testing
Plan, track, orchestrate, and release applications
Govern quality and implement auditable processes
Automate deployments for continuous delivery
Access all products in application delivery management
Modernize Core Business Systems to Drive Business Transformation
Build business applications using new tools & platforms
The leading solution for COBOL application modernization
Modernize mainframe applications for the Cloud
Modernize host application access
Discover the future of CORBA
Modern mainframe application delivery for IBM Z
Secure, zero-footprint access to host applications
Access host data and automate processes with RPA
Multi-factor Authentication for IBM z/OS endpoints
Access all products in Application Modernization & Connectivity
Security at the core to everything you do; Operations, Applications, Identity and Data
Build secure software fast
Augment human intelligence
Discover, analyze, and protect sensitive data
Drive IT ecosystem with identity-centric expertise
Deliver simplified, secure access to users
Scale to billions of identities with IGA platform
Gain control of privileged user activities
Track changes and activities in managed services
Get fast, accurate detection of threats
Access all products in CyberRes
Trusted, proven legal, compliance and privacy solutions
Analytics for text, audio, video, and image data
Reduce risk, cost, and maintenance, and T2M
AI and machine learning for data analysis
Enterprise backup/disaster recovery
Unified traditional and mobile device management
Meet regulatory & privacy retention requirements
Email, IM, and chat-based collaboration
Mobile workforce communication & collaboration
Secure critical file storage and print services
Access all products in Information Management and Governance
Simplify Your IT Transformation
Manage IT & non-IT services with automation and AI
Discover, monitor, and remediate with AIOps
Monitor and optimize complex networks
Discover, manage, and map configurations & assets
Accelerate provisioning with governance in place
Automate and orchestrate processes end to end
Manage IT & software assets for better compliance
Automate server provisioning, patching, and compliance
Automate screen-based human actions with robots
Access all products in IT Operations Management
Give your team the power to make your business perform to its fullest
survey response rate – increased from 10%
of knowledge article views support wide-spread self-service
Create a service portal to capture IT and non-IT requests, delivering an improved user experience and more efficient service
The James Hutton Institute IT team had a fragmented approach to capturing requests from its 600 users. One site used a SharePoint solution, another site used a service automation solution, but neither really met the requirements, as Ben Watt, End User Computing Manager for The James Hutton Institute, explains: “We didn’t have a single place for all staff to submit their requests. This made it hard for the end users, but also for the team of 14 working on the requests.”
He adds: “Without visibility across the process we could not easily allocate resources and deliver an efficient service. We wanted to provide a better experience for everyone, and create a service portal that would not just be used for IT requests, but for our estates, communications, and finance departments as well.”
The James Hutton Institute is a world-leading scientific organization based in Scotland, UK, working to resolve global challenges in food, energy and water security. The Institute works with people, organizations and governments to enhance sustainable environmental, social and economic development to deliver practical solutions for a shared future. It has more than 500 staff and 150 PhD students, and is named after an 18th century Scottish Enlightenment scientist widely regarded as the founder of modern geology and who was also an experimental farmer and agronomist.
Ben Watt – END USER COMPUTING MANAGER
The James Hutton Institute
In consultation with technology partner EOH, The James Hutton Institute learnt about Micro Focus Service Management Automation X (SMAX). SMAX provides a digital self-service experience for IT and non-IT services, that seemed to fit the requirements. EOH made a SMAX trial tenant available on their infrastructure to demonstrate how it could add value to The James Hutton Institute. With its expert modules on service desk management, knowledge management, surveys, and incident and problem management, SMAX looked to deliver exactly what was needed. Over a period of three months, existing integrations were migrated and tested, to ensure a transparent and smooth move for end users and service desk agents.
Watt on how SMAX was received: “The actual migration was done over a single weekend, and on the Monday all users and agents were productive in their familiar interface. The move was completely transparent initially, and over time, we started to add features to enhance the user experience.”
The SMAX-driven service desk manages some 500 IT requests and 300 non-IT requests every month. The team has noticed that users leverage the virtual agents to receive automated 24x7 assistance, complimented by email to enhance continuous customer support. They can use the portal to raise requests, but also check existing request status or leave additional comments. The agents work by department and have a full overview of what requests are open within their area. The team make heavy use of knowledge articles. These short summary articles include hyperlinks to the full knowledge article in the SMAX knowledge management module.
Ben Watt – END USER COMPUTING MANAGER
The James Hutton Institute
“Our analysis shows that creating short articles that just answer a specific question has really worked for our users,” says Watt. “Our views across all knowledge articles are now in the thousands, compared to the tens of views we had in the past. In addition, SMAX Hot Topic Analytics, using advanced search and analytics capabilities to recognize request patterns, has helped us create knowledge articles or problem records to address common issues.”
Following every request, SMAX sends a survey to the user. In the past, surveys had a low response rate – barely 10+ percent. Watt comments on how SMAX has helped streamline the survey process: “The SMAX survey platform helped us simplify our surveying approach and we have managed to boost our response rate from 10 to 50 percent, which is an incredible improvement. Here, we also deploy Hot Topics Analytics. This highlights particular keywords used in the surveys and gives us a deeper understanding to determine if we need to add extra services, or knowledge articles.”
The team plans to leverage Operations Orchestration in conjunction with SMAX. This will automate many of the processes that currently rely on manual intervention or scripting, for instance the staff on-boarding process.
Watt enjoys the continued collaboration with EOH and Micro Focus: “We like contributing feature ideas via the SMAX Forum. Research and Development review any forum suggestions and members vote on their priority. It’s great for us to see the future direction of the solution and influence development decisions.”
He concludes: “Our SMAX service portal is well liked by staff, and we regularly receive requests for other departments to be included. Users are very comfortable doing their own research through the various channels at their disposal, which helps us focus our resources where we can add most value.”
