Allied Motion Modernizes its IT Service Desk with OpenText SMAX
Executive Summary
Allied Motion, a global designer and manufacturer of precision and specialty motion control components and systems, needed to centralize and automate the management of its end users' IT requests, until then scattered across email and phone.
In consultation with Timestamp, Allied Motion implemented OpenText SMAX, an enterprise service management solution built for fast, configurable deployment. In just eight weeks the solution was ready, with a fully personalized self-service portal and integration with Active Directory and Business Intelligence tools. The result: a 90 percent increase in service desk usage compared with email and phone, and faster issue resolution through improved technician collaboration.
The Challenge
Allied Motion was looking for an automated service desk management solution that would channel all requests into one central location, instead of receiving them by email or phone in different places.
“Our company is growing, and we felt that we needed more structure around our service desk processes. We did not have a sufficient overview of incoming requests, could not easily share requests or hand them over to a colleague, and we did not have a closed feedback loop with our end users.”
Daniel Capeleiro, IT Technician, Allied Motion
The team wanted a solution with flexible deployment options so that they could cloud-host. They also needed to analyze requests more effectively for routing and faster issue resolution, with integration to leading Business Intelligence (BI) solutions and to Active Directory, so that user credentials and IT profiles are automatically linked to their requests.
The Solution
Fast, Configurable Implementation
Personalized Self-Service Portal
Team Collaboration and Mobility
Business Impact
Solution Scope
Self-Service Portal
A single personalized point for all IT requests, with a native mobile app.
No-Code Automation
Workflows, rules and reporting configured in SMAX Studio by process owners.
Integrations
Active Directory and Business Intelligence for routing and management reporting.
“The SMAX portal is now the go-to place for any IT requests. We have noticed a 90 percent increase in use of the service desk since the SMAX implementation, compared with email and phone requests. Our IT organization works much more efficiently, and requests are closed faster.”
Daniel Capeleiro, IT Technician, Allied Motion
The Client
Allied Motion Technologies Inc. is a global company that designs, manufactures and sells precision and specialty motion control components and systems used in a broad range of industries. Its primary target markets are the vehicle, medical, aerospace and defense, electronics and industrial markets.
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