Case Study: Norsk helsenett achieves streamlined IT service management with OpenText SMAX

ICT service provider rolls out SMAX—gaining modern, forwardlooking service management and positive user experiences with streamlined processes

Norsk helsenett needed a modern, dynamic ITSM system to improve customer interactions and case handling, while increasing service quality, self-service, and automation across a large healthcare user base. The organization had been running two parallel service desks and wanted a single platform that could scale with changing needs, support proactive work, and free up time for more important tasks using OpenText SMAX.

OpenText implemented a migration from OpenText Service Manager to SMAX in just eight months, with partner Manage-E Nordic AS, creating one self-service portal for request management and standardized processes. The results included streamlined ways of working, access for 1,400 agents and 4,000 users, and readily available KPI reporting, helping Norsk helsenett improve efficiency, transparency, and user satisfaction while expanding automation further with OpenText Universal Discovery and OpenText Universal CMDB.

Norsk helsenett

Tor Kristian Hansen

ITSM Project Manager