Case Study: Zurich Airport achieves faster IT service resolution and greater efficiency with OpenText SMAX

Major European airport reduces resolution times and improves user efficiency with OpenText™ Service Management Automation X

Zurich Airport needed to improve cloud service management, streamline ITIL-driven processes, and gain better transparency across service levels and KPIs. Working with OpenText and its SMAX service management platform, the airport wanted faster incident resolution, more efficient fulfillment, and a solution that could support both IT and non-IT processes.

OpenText implemented SMAX with integration capabilities, service catalog, change and incident management, knowledge articles, SACM, and other modules, then later moved Zurich Airport to SMAX SaaS with OpenText Professional Services. The result was smoother operations, positive user feedback, faster incident reporting and access to knowledge, a new end-to-end invoicing process via SAP integration, and a weekend cutover completed in just weeks. The SaaS move also delivered scalability, flexibility, cost predictability, and reduced infrastructure effort while supporting sustainability goals.

Zurich Airport

Roland Pfenninger

Team Leader IT Service Management