Case Study: Petroleum Development Oman achieves faster, more automated service delivery with OpenText

OpenText™ SMAX successfully delivers efficient self-service for 12,000 users, while OpenText™ SMAX smart analytics support root cause and trend analysis

Petroleum Development Oman (PDO) needed to modernize a heavily customized service management environment that had become difficult to upgrade and maintain, while also improving service delivery, data use, and the integration of service and asset management. Working with OpenText, PDO evaluated OpenText SMAX and OpenText Operations Orchestration to replace its legacy approach and support a more automated, process-driven service strategy for its 12,000 end users.

OpenText implemented the new Digital Gateway service portal in just three months, training 90 service agents remotely during COVID-19 and enabling AI-powered self-service through the virtual assistant “Sanad.” With OpenText SMAX and OO, PDO added automated workflows, end-to-end asset management, and better vendor SLA tracking; more than 1,000 users now access the portal daily, 15–20% of requests are self-service, and the project was named PDO’s most successful IT delivery project last year.

Petroleum Development Oman

Elchin Mahmudov

SMAX Technical Lead