Case Study: Micro Focus achieves scalable ITIL-aligned 24x7 ITSM and cross‑department process integration with OpenText

OpenText enables cross-department shared service delivery

Micro Focus, a FTSE 250 provider of application, testing and management software, faced rapid growth after acquiring Borland and part of Compuware that doubled its size and added 46 offices. The company’s legacy support tool (RITA) was not ITIL-aligned and could not scale to meet 24x7 “Follow the Sun” demands or support new cross-department processes for Finance, Facilities and Marketing.

Micro Focus chose an OpenText ITSM solution built on BPM to replace RITA, quickly implementing ITIL-aligned Incident, Problem and Change management and bringing other departments onto the same platform. The out-of-the-box processes enabled faster go-live (benefits seen within four months), scalable support for future acquisitions, removal of functional silos via cross-department workflows, and a roadmap for Service Catalogue, Configuration, Event and Release Management to further improve visibility and efficiency.

OpenText

Sarah Hutt

Head of IT Support Services