Case Study: Osram reduces IT incidents by 80% and boosts web availability to 99.97% with OpenText Optimize Service Program

Osram Improves Web Content Management System with OpenText™ Optimize Service Program

OSRAM, a global lighting manufacturer, needed highly stable, always‑available websites to protect its brand and serve customers and investors. Its OpenText Web Content Management system experienced frequent incidents and compatibility issues that sometimes caused major outages, and Osram relied on a single global system administrator—so reducing incidents and administrative overhead was critical.

By adopting the OpenText Optimize Service Program (OSP) for monitoring, incident/problem management, SLAs and root‑cause analysis, Osram outsourced much operational work while retaining oversight of hosting. The result: IT incidents fell by 80%, system availability rose from 98.65% to 99.97%, administrator working time dropped about 20%, help‑desk requests were largely eliminated and Osram reported no notable downtime in recent years.

Osram

Lukas Pischala

Senior Technical Manager , IT Business Processes Information & Marketing