Case Study: i-Net Solutions achieves cost-efficient, configurable ITIL service delivery and faster incident resolution with OpenText Service Support Manager

i-Net provides its customers with customized solutions that are cost-effective and that allow them to concentrate on their core

i-Net Solutions is a Singapore‑based IT service provider with offices across Southeast Asia that delivers managed services, system integration and IT outsourcing. As their customer base grew, their legacy ticketing system could not accommodate each client’s unique service processes without extensive scripting, making it hard to maintain; the support team struggled to track requests from multiple channels, route work quickly enough to meet SLAs, and needed an integrated ITSM covering request, incident, problem, change, configuration and knowledge management.

i-Net implemented Micro Focus Service Support Manager together with Service Request Center, an ITIL v3‑verified, highly configurable platform that provides a single portal for service requests, incidents and knowledge articles and integrates with monitoring and call‑center systems. The rollout delivered a cost‑efficient, customizable solution with faster resolution times, common reporting, easier workflow design and integration with existing tools, while enabling a move toward client self‑service and expanded configuration management.

i-Net Solutions

Gary Lim

i-Net Solutions