Case Study: EBank achieves streamlined IT service management and automation with OpenText

Leading bank monitors infrastructure in real time, improves budget control, and eases compliance with OpenText™ IT Operations Management solutions

EBank, the Export Development Bank of Egypt, was looking to modernize IT service management and better control complex operational and financial processes. Using OpenText SMAX, the bank needed a smarter way to handle support requests, incident and change management, password resets, asset tracking, and compliance-heavy workflows across a large user base and multiple departments.

OpenText implemented SMAX alongside OpenText Operations Orchestration and OpenText Universal Discovery and CMDB to automate service workflows, approvals, and asset lifecycle management. The results included support for about 1,700 users, processing roughly 3,950 service requests, 580 incidents, and 50 change requests per month, while cutting purchase order turnaround from months to within a week and improving transparency, tracking, and security compliance.

EBank

Ibrahim Aly Helmy

IT Service Delivery Unit Head,