Case Study: ABS achieves seamless, multi-tenant ITSM and competitive advantage with OpenText

ABS - Customer Case Study

ABS is a U.S.-based outsourced service desk provider with clients across North America and 14 countries. Facing a highly commoditized market, ABS needed a way to differentiate by offering a single, holistic ITSM platform rather than multiple tools; after evaluating options, it chose Micro Focus Service Support Manager and Service Request Center for on-premises control, multi-tenancy, ITIL v3 alignment, and superior usability.

ABS now hosts a multi-tenant Service Support Manager–based service desk from its SAS 70–certified data center, rebrands client portals, and integrates seamlessly with customers’ on-prem systems so users submit tickets through an intuitive catalog and receive fast responses. The deployment delivered secure, cost-efficient multi-tenancy, a competitive advantage, and a practical path for customers to adopt ITIL best practices with people, process, and technology support.

ABS

Stefan Schurman

Vice President of Sales and Marketing