SMAX25 agenda

Get on board with ESM: Trends, tips, and 3 capabilities you’re probably overlooking

Time: 7 AM PT | 10 AM ET | 4 PM CET
Duration: 45 min

Building an effective enterprise service management (ESM) strategy is about creating a service experience that’s accessible, personalized, and secure for every team across the enterprise.

In this session, we’ll cover key trends shaping the ESM market, practical tips to kickstart your ESM strategy, and foundational capabilities that enable a modern ESM experience, including:

  • Personalization through group-based theming, data domain segmentation, and entitlement models.
  • Integration with content management systems for streamlined access to critical information within workflows.
  • Intuitive self-service via a user-friendly service portal and mobile app.

Speakers:
Dean Clayton, Senior Product Manager, OpenText
Kasey Kunstmanas, Principal Solutions Consultant, OpenText

Step into ESM with HR: Use cases and best practices from the OpenText HR team

Time: 8 AM PT | 11 AM ET | 5 PM CET
Duration: 45 min

HR is your next ITSM win—start where it’s the easiest. In this webinar, OpenText’s HR team shares how OpenText™ Service Management helped to reduce HR ticket volume, improve employee experiences, and boost customer satisfaction. We’ll cover:

  • Key challenges our HR team faced in managing service requests.
  • The top goals HR aimed for, and the outcomes achieved.
  • Use cases for knowledge management and service automation.
  • The features that proved most valuable for HR case management.
  • Best practices for IT–HR collaboration that drive service management success.

Speakers:
Pamela Asamoah, Lead Solutions Consultant, OpenText
Robert Brown, HR Technology Business Analyst, OpenText
Luis Chavez, HR Operations Analyst, Manager, OpenText

Wait, Aviator can do all that?

Time: 7 AM PT | 10 AM ET | 4 PM CET
Duration: 45 min

If you haven’t met OpenText™ Service Management Aviator™, our private GenAI virtual agent, now is the perfect time for an introduction. In this session, we’ll cover:

  • The key pillars that make Service Management Aviator a private, secure GenAI virtual agent.
  • Key use cases for both end users and agents.
  • The basics of AI-enriched workflows, including practical examples of sentiment analysis, knowledge generation, and change risk analysis.

Speakers:
Dean Clayton, Senior Product Manager, OpenText
Kasey Kunstmanas, Principal Solutions Consultant, OpenText

Workshop: Build AI-enriched workflows

Time: 8 AM PT | 11 AM ET | 5 PM CET
Duration: 45 min

Join our hands-on workshop to learn how to build powerful workflows that can act and adapt. You’ll walk away with the practical know-how to create your own AI-enriched workflows.

Speakers:
Dean Clayton, Senior Product Manager, OpenText
Kasey Kunstmanas, Principal Solutions Consultant, OpenText

Discover what matters: Driving ESM outcomes through complete asset visibility

Time: 7 AM PT | 10 AM ET | 4 PM CET
Duration: 45 min

When you integrate discovery into your ESM ecosystem, you empower service management teams with the visibility and insights they need to deliver informed, proactive services.

In this webinar, we’ll share an overview of the capabilities that have made OpenText™ Universal Discovery the market leader in discovery tools. You’ll learn about:

  • Deep, complete discovery that provides visibility across IT and non-IT assets—ensuring no asset goes unnoticed.
  • Cost-effective discovery that meets enterprise requirements without straining your budget.
  • Expanded use cases that support even more service and asset management scenarios with upcoming features.

Speakers:
Pamela Asamoah, Lead Solutions Consultant, OpenText
Bill Dyck, Senior Product Manager, OpenText

Let it flow: Introduction to integrations with OpenText Service Management

Time: 8 AM PT | 11 AM ET | 5 PM CET
Duration: 45 min

Data is your most valuable asset—but only when it moves freely. To unlock its full potential, organizations need consistent, connected integrations that enable shared visibility across departments and tools.

Join this session to discover how OpenText™ Service Management approaches integration to support a unified experience. We’ll explore:

  • Out-of-the-box integrations for faster time-to-value.
  • Custom integrations using APIs to meet unique business needs.
  • The integration marketplace, offering scalable options to extend functionality.

Speakers:
Dean Clayton, Senior Product Manager, OpenText
Soumajit Das, Senior Product Manager, OpenText

Watch on demand