Before the project, the operator’s incident management was split across two separate worlds. The internal team worked on the central ITSM platform, while an external partner workforce handled a significant share of incidents in its own tools, with its own processes and its own reporting.

The two sides were connected mainly by manual hand-offs – phone calls, e-mails, and spreadsheets. Records were duplicated, statuses drifted out of sync, and no single system ever held the complete history of an incident from report to resolution. That gap slowed resolution times, made SLA monitoring unreliable, and left audit and compliance reporting dependent on stitching data together by hand.

Comping closed that gap by reintegrating the external workforce directly into the OpenText Service Manager platform and unifying both teams under one set of ITIL-aligned workflows. Every stage of the incident lifecycle – classification, prioritization, routing, escalation, and resolution – was standardized, so the same rules now apply to every technician, internal or external. Automatic routing rules, role-based access, and escalation matrices were reconfigured for the new organizational model, and historical incident data was migrated in phases against live queues. The result was a single, fully traceable system, delivered with zero service disruptions during the transition.