Case Study: Zurich Airport achieves shorter resolution times and improved IT efficiency with OpenText SMAX

Leveraging SMAX industry-leading integration capabilities to create a robust service management foundation shortens resolution times and improves efficiency.

Zurich Airport, Switzerland’s largest international airport and the main hub for Swiss International Air Lines, faced fragmented IT service management across numerous partners and systems. Its legacy ticketing tool lacked integration, produced duplicate manual data, and failed to provide real-time visibility—hindering governance, consistent service delivery and fast issue resolution.

Zurich selected Micro Focus SMAX for its ITIL-compliant processes and strong integration capabilities, connecting SMAX to monitoring/alarm systems, SAP, the CMS and ESB to automate event ticketing and maintain a single source of truth via Universal CMDB. The result: a single portal for 1,700+ users, over 2,500 tickets handled monthly by 130 ICT staff, reduced Mean Time to Repair, improved SLA transparency and user satisfaction—and a scalable service-management foundation ready for broader rollout.

Zurich Airport

Christoph Duggeli

Team Leader IT Service Management