Case Study: Achmea achieves streamlined IT service management and faster incident resolution with OpenText Service Management

OpenText™ SMAX SaaS, supported by cross-ITOM solution integration, streamlines service and asset management in a simplified IT landscape

Achmea, a large financial services organization, needed to simplify and modernize IT service management while supporting a cloud-first strategy. Using OpenText Service Management and related capabilities, the company focused on request fulfillment, incident, problem, change, asset, configuration, knowledge, and service catalog management across a highly used environment with more than 900 active offerings.

OpenText implemented an AI-based, codeless service management platform that automated routing, user provisioning, and closed-loop incident handling, with integrations to Genesys, LDAP/Active Directory, and OpenText Operations Bridge and Operations Orchestration. The result was streamlined management of 200,000+ requests, faster incident resolution, less manual upgrade work, and a simpler IT landscape that also supported sustainability and future workflow changes.

Achmea

Christiaan Pöttger

IT4IT CMS Manager