Case Study: University of Milan achieves greater service control and productivity with OpenText SMAX

SMAX with Universal Discovery and UCMDB support SLA compliance and elevate the user experience with a self-service portal and single point of contact

The University of Milan was struggling to manage a growing volume of IT and non-IT service requests with aging open source tools, leading to high maintenance costs, scattered request channels, and limited control. It turned to OpenText, working with OpenText partner Hogwart Srl, to find a more scalable service management approach using OpenText SMAX.

OpenText implemented SMAX as a centralized service catalog and self-service portal, with Universal Discovery and CMDB to improve asset visibility and onboarding processes. The results were significant: more than 170,000 users now submit about 16,000 tickets per month across 90+ services, while staff also handle 20,000+ users and 1,000 monthly requests through a central system. The University also discovered about 150 servers and updated over 100,000 configuration items, reducing maintenance costs and improving SLA tracking, transparency, and productivity.

University of Milan

Yuri Pasquinelli

IT Director