Case Study: SOCAR Turkey achieves unified service management and major cost savings with OpenText SMAX

SMAX unifies disparate organizations, delivering service management excellence, cost savings, and great user engagement

SOCAR Turkey, a major energy and industrial holding, faced a fragmented IT landscape after years of independently run business units: multiple ITSM tools, inconsistent processes, duplicated data entry, no consolidated reporting, and limited visibility of IT assets. The company set out to consolidate its IT architecture into a single service management platform to reduce overhead, unify processes and improve user experience.

SOCAR implemented Micro Focus SMAX with Universal CMDB and Operations Orchestration in about four months, creating a unified portal and mobile app, automating workflows and integrating Active Directory, HR, security and asset data. The rollout covered 5,500 end-users and 300+ agents and enabled retiring legacy tools; today SOCAR handles up to 8,000 requests monthly with 96% submitted via the SMAX portal, 440 catalogs, a 50% rise in non‑IT offerings, a 75% increase in non‑IT engagement, and significant operational and licensing cost savings along with improved transparency and governance.

SOCAR

Uğur Çetin

IT Architecture Group Manager