Case Study: World Vision achieves faster, more agile service delivery with OpenText Service Management

Resolving issues faster and improving user experience with SMAX

World Vision International was looking to accelerate digital transformation and improve IT operational excellence across technology platforms, data services, digital capabilities, and service delivery. Its legacy ITSM platform was heavily customized, hard to maintain, limited to IT use cases, and constrained by a fixed licensing model, which slowed adoption and made it difficult to scale globally. World Vision turned to OpenText Service Management to modernize and standardize its service management approach.

OpenText Service Management helped World Vision deliver a more agile, self-service, and data-driven model with AI, smart analytics, chatbots, smart email routing, and out-of-the-box workflows. The implementation was completed 25% faster than planned without extra resources, and results included a 15-point NPS increase, more than doubled survey responses, and a 31% improvement in issue resolution time. World Vision also expanded its service catalog from 42 to more than 300 offerings and saw a 108% increase in staff using the portal instead of email.

World Vision

Jerome Capili

IT Director of Global Service Management