Service Management Automation X

The machine learning based service desk delivered on-premise or cloud

Service Management Automation

Service Management Automation (SMA) 2019.02 is available now

SMA provides a digital self-service experience for IT and non-IT services with native mobile applications, virtual agents (bots), social collaboration, and ChatOps, all driven by machine learning, analytics, and automation. The latest SMA release comes with enhancements in many areas.

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Machine learning, analytics based service desk

Automatically route service requests, find answers with advanced search, and identify patterns in incidents, requests, and other records to fulfill requests and solve issues quickly.

Smart self-service with social collaboration

An engaging self-service user experience with native mobile applications, virtual agents (bots), social collaboration, and ChatOps driven by machine learning, analytics, and automation.

Modern service management that goes beyond IT

A single solution for ITIL aligned ITSM, ITAM, and enterprise service management such as human resource workflow, project, application and service portfolio management.

Codeless configuration and easy upgrades

Create user-defined process-based applications including tables and workflows without writing any code. Seamless upgrades are automatic, providing instant access to new features every time.

Multi-tenancy for service provider support

Deployment of multiple tenants per installation enables service providers to host and manage ITSM environments for multiple customers with a single user interface.

ITOM platform with flexible deployment options

Single platform for continuous operations based on container technology and analytics supports deployment in physical, virtual, and cloud environments including AWS and Microsoft Azure.

Create knowledge, identify problems and more - Hot Topic Analytics finds and analyzes patterns in incidents, requests, and other data.

Self-service and engaging user experience – smart search, smart ticketing, live-chat, ask-a-friend, on-the-fly-translation, and more.

Change Analytics offers insights based on available service desk data to automatically suggest improvements in change management.

Create or modify user defined applications with workflows, business rules, forms, notifications, reports, and actions without writing code.

Deploy multiple tenants per installation and view and edit records from these tenants in a single user interface.

Service management becomes relevant across the enterprise, not just within IT. For me that has probably been the best outcome we could have hoped for.

Zaid Ismail

AfroCentric Group

We really saw the benefits of having smart tickets save our agents 60 percent of the time to capture interactions.

Charl Joubert

University of Pretoria

We experience significantly increased operations availability, greater efficiencies, and improved productivity. Most importantly, we enhanced our ability to responsively and lucratively support both our internal and external members.

Trung Quach

Desjardins Group

We have met our targets for improving IT governance and the management and control of the services […]. This has provided guarantees that allow us to continue to tackle new digital transformation processes and respond quickly to the requirements of a growing business like ours.

Luis Miguel Martin

Damm Group

Do you want to see the best user experience through machine learning and analytics in action?

A series of demo videos provides insight into Service Management Automation X (SMAX)

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Ovum SWOT Assessment: Micro Focus Service Management Automation X

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Automating ITSM with Service Management Automation X

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Automating service management for the digital age

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Service Management Automation X

Do you want to see the best user experience through machine learning and analytics in action?

Want to govern best practices, lower risk, and ensure business compliance?