Challenges
A national public financial institution managed thousands of IT assets without a centralized view of their status or location, relying on multiple disconnected systems that resulted in fragmented processes and limited operational visibility.
Asset assignment, return, reassignment, and disposal were handled manually, leading to errors and data loss. The institution lacked a graphical representation of asset hierarchies and relationships, making it difficult to assess the impact of infrastructure failures.
Critical systems were not centrally monitored, while application access management relied on manual administration. The coordination of numerous external vendors added further complexity, despite citizen-facing services depending on highly reliable infrastructure monitored in real time.
Solution
Comping implemented OpenText Service Manager as the central platform for IT Service Management, process digitalization, and end-to-end IT asset lifecycle management.
The solution delivered:
- Complete asset lifecycle management—from procurement to retirement and disposal.
- Structured workflows for asset allocation and return with full traceability.
- Controlled asset retirement and disposal processes supported by documentation and approval workflows.
- Graphical visualization of asset hierarchies and relationships across the infrastructure.
- Automated identification of impacted assets during incidents.
- Centralized incident management with real-time ticket updates.
The solution is built upon OpenText Service Manager's ITIL-aligned processes while remaining fully adaptable to the institution's business requirements. Comprehensive asset governance, application control, Knowledge Base, and Smart Analytics capabilities further streamline incident resolution and service delivery.
Comping contributed extensive expertise in complex ITSM and ESM transformations, supported by a team of more than five dedicated Service Management specialists, over fifteen years of experience, more than one hundred successful implementations, automations, and integrations, and OpenText Silver Partner status.
Results
- Complete visibility and control over the asset lifecycle.
- Significantly faster service request fulfillment.
- Faster incident response and SLA management.
- Improved collaboration across internal teams and external partners.
