Case Study: SOCAR achieves unified IT 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 faced fragmented IT service management across multiple independently run companies, each using different ITSM solutions, processes, and reporting methods. This created high maintenance overhead, inconsistent IT asset data, repeated data entry, and a lack of a single service management platform for employees and IT teams. SOCAR chose OpenText SMAX, along with OpenText Universal CMDB and OpenText Operations Orchestration, to consolidate its IT architecture and modernize service management.

OpenText implemented a unified enterprise service management platform that connected IT and non-IT workflows, automated asset discovery and security actions, and enabled a single employee portal and mobile access. The rollout took about four months and helped SOCAR retire old tools, saving on licenses, infrastructure, and maintenance costs. The result was major adoption and efficiency gains: SOCAR now processes up to 8,000 requests per month, offers 440 catalogs, and 96% of requests are submitted through the SMAX portal or mobile app.

SOCAR

Uğur Çetin

IT Architecture Group Manager