At Eywo, we spend our days guiding enterprise clients through complex ITSM transformations. However, we recently faced a classic challenge: while we were implementing best-in-class solutions for our customers, our internal operations were relying on a patchwork of email threads, shared mailboxes, and informal processes.1
With a growing team, a complex on-premise demo lab, and an expanding portfolio of managed infrastructure services, we knew it was time to practice what we preach.
As our Managing Partner, Jindřich Kasal, put it:
“Beyond operational need, there was a credibility imperative – it is difficult to sell a best-in-class ITSM platform without using it yourself.”
The Challenge
We needed to unify three distinct operational streams that had become impossible to manage on an ad-hoc basis:
- Internal Service Desk: Our IT and HR requests needed a structured workflow and a unified service catalog.
- Demo Lab Management: Our VMware and OpenShift infrastructure required a formal change process to prevent conflicts between consulting, pre-sales, and development teams.
- Managed Services: Our clients required demonstrable SLA governance, transparent incident tracking, and auditable records.
The Solution: Embracing OpenText SMAX SaaS
After evaluating our options, we selected the OpenText SMAX SaaS offering. The goal was to eliminate the overhead of patching, upgrades, and infrastructure maintenance, allowing us to focus entirely on process design. The impact was immediate—our team was fully productive within just two weeks of signing the contract.Key Results1
Within the first quarter of implementation, we saw measurable improvements across all operational domains:
- Increased Efficiency: By consolidating requests into a single queue with automated assignment rules and SLA timers, we significantly reduced ticket resolution time.1
- Smoother Change Management: We introduced a lightweight Change Advisory Board (CAB) process for our labs. Engineers now perform risk assessments before modifying shared environments, ensuring predictable availability for pre-sales demonstrations.1
- Client Transparency: Managed services clients gained access to a dedicated service portal where they can log incidents and track progress in real-time. We also replaced manual spreadsheet reporting with automated SMAX dashboards, drastically reducing administrative effort and increasing client confidence.
Key Takeaways
Our journey taught us three valuable lessons that we now bring to every client engagement:
- SaaS Removes Barriers: Skipping infrastructure provisioning allowed us to focus entirely on designing effective processes rather than platform engineering.1
- Running the Product Deepens Expertise: Using SMAX daily gives our consultants authentic, hands-on insight that helps us deliver better outcomes for our clients.1
- CMDB is a Force Multiplier: Integrating data feeds from tools like Dynatrace and Zabbix enriched our incident and change records, providing the exact context our engineers need to resolve issues faster.
Are you looking to modernize your IT operations?
We’ve been through the transformation ourselves and know what it takes to succeed. If you are interested in learning more about how OpenText SMAX can streamline your internal and managed services, get in touch with our team today. Let’s discuss how we can help you turn your ITSM strategy into reality.