Case Study: Redcentric achieves streamlined service delivery and acquisition management with OpenText SMAX

Managed service provider implements OpenText™ SMAX service delivery and acquisition management to reduce IT complexity and improve productivity by 25%

Redcentric, a UK IT services provider serving more than 2,000 clients, needed to simplify service delivery, streamline acquisitions, and reduce IT complexity while improving support for IT and non-IT requests. Using OpenText Service Management Automation X (SMAX) and related OpenText tools, Redcentric also aimed to improve visibility across client assets and speed up processes that had previously been manual and time-consuming.

OpenText implemented SMAX workflows, catalog routing, email ticket intake, PagerDuty integration, and Universal CMDB connectivity to automate request handling, onboarding, ESG reporting, and other departmental workflows. The results included faster acquisition onboarding, better client transparency, and a 25% productivity gain, while ESG reporting time was reduced by 60%.

Redcentric

Paul Mardling

Chief Technology Officer