Case Study: Sopra Steria achieves agile, cost-effective, scalable ITSM with OpenText SMAX

Deliver agile and cost-effective service management to clients by leveraging Micro Focus SMAX AI and machine learning capabilities

Sopra Steria, a European technology consultancy that designs and delivers digital and IT solutions, needed a more scalable, flexible and sustainable ITSM offering for its 30+ clients while reducing costly system integrations. With a corporate commitment to net-zero emissions and a move to cloud-based services, the company evaluated ServiceNow, EasyVista and Micro Focus SMAX for advanced AI/ML capabilities and easier migration paths.

Sopra Steria chose Micro Focus SMAX and deployed it in its VMware/private cloud with container-based tooling, piloting migrations from Service Manager and integrating CI/CD (JIRA/GitHub) for agile releases. Out-of-the-box features—social portals, virtual assistants, ML-driven routing, and new service modules—streamlined migrations, cut costs, improved agent productivity and scalability, and delivered faster, continuously updated capabilities with strong vendor support.

Sopra Steria

Patrick Bailly

Domain Owner ITSM & Tools