Case Study: Municipality of Mafra achieves ITIL compliance and improved productivity with OpenText Service Management

Portuguese municipality improved productivity and cut operational costs with OpenText AI-driven automation and ITIL compliance

The Municipality of Mafra wanted to build a robust, ITIL-aligned service catalogue and improve productivity through automation, reporting, and better decision-making. To support this, the municipality turned to OpenText, with implementation help from local partner Inoweiser, using OpenText Service Management (SMAX).

OpenText implemented automated workflows and out-of-the-box service management capabilities across IT services, including change, request, portfolio, incident, and problem management. The result was faster time to value and lower total cost of ownership, with improved collaboration, reduced downtime, and better resource allocation; the municipality also gained ITIL compliance, self-service access, and data-driven insights through dashboards and analytics.

Municipality of Mafra

Nuno Branco

IT Director