Case Study: CACI achieves streamlined helpdesk operations and automated core IT processes with OpenText

CACI improves helpdesk operations, transforms other core IT processes with the Micro Focus® solution

CACI, a large U.S. government contractor providing defense, intelligence, homeland security and IT modernization services, was managing support with four disparate applications for ticketing, defect tracking, enhancements and project workflows. Poor data sharing caused missed notifications, unclear task ownership and inconsistent process enforcement, so CACI needed a centralized, accountable system to improve collaboration, traceability and responsiveness.

CACI adopted Micro Focus SBM, a secure web-based platform that integrates via web services and existing authentication (including smart cards) to replace the fragmented tools. The solution centralized workflows, enforced business rules, improved accountability and historical auditing, sped rollout of changes (months for major workflows, days for minor edits), and enabled broader customer integrations—boosting productivity, process compliance and customer satisfaction.

CACI

Tyson Faircloth

Program Manager