AI-supported automation of service management with OpenText

SecOps - Security incidents and events

In SecOps, security incidents and events are continuously monitored, recognised and processed. Security incidents and breach events are documented separately and processed in a targeted manner, with runbooks and playbooks being used for structured processing. In the event of an incident, an immediate response is made to isolate, investigate and resolve it. Once resolved, measures are taken and tracked to prevent future incidents and improve the security situation.

Idea and project management

Idea management collects and evaluates ideas, which are converted into project proposals. These applications are checked for feasibility and benefits. Approved proposals lead to projects that are planned, implemented and monitored to achieve the objectives. Programme Management coordinates multiple projects to support strategic business objectives. The interaction between these areas is critical to the success of an organisation.

Financial and contract management

Licence management manages existing software licences and optimises costs by matching licence usage with existing licences. Contract management forms a link between service, service providers and assets to contracts. Contracts can be viewed and edited directly via full integration with OpenText Content Management. Purchasing procures IT goods and services and transfers the data to IT Finance Management, which plans and monitors the budget for IT resources and projects. Service, purchasing and contract costs are automatically allocated to budgets and transferred to an ERP system, enabling end-to-end mapping from service to billing.

Emergency and risk management

Business continuity management (BCM) and risk management are crucial for the stability of IT processes. BCM ensures that critical business processes can be evaluated by means of business impact analyses and can be continued quickly after failures by means of emergency plans. Risk management identifies and controls risks in order to protect services and processes. Together, they strengthen the resilience of the IT infrastructure and minimise downtime.

Facility management

Facility management optimises the use of rooms and resources. A booking system with a visual representation of the building plan can be used to create reservations for meeting rooms, workstations and car parks . The visitor registration system records and manages visitors. This ensures the smooth organisation of access authorisation assignments and increases security in the building.

Assignments based on skills and capacity utilisation

Resource management controls the allocation of personnel to service processes and project work. Automatic ticket routing distributes tasks according to availability and based on the workload of the respective employees. The management of skills and certifications ensures that qualified employees are assigned the right tasks. This interaction optimises resource utilisation and work distribution.