How Logista transformed user service with OpenText Service Management (SMAX)
Executive Summary
With Timestamp’s support, Logista implemented a new corporate service management model powered by OpenText Service Management (SMAX).
The project enabled the company to move from a fragmented approach to a global, digital, and integrated platform capable of standardizing processes, improving the experience of internal users, and strengthening operational efficiency across a multi-country, multilingual, and multicultural organization.
The Challenge
With a large-scale operation and a presence across multiple markets, Logista aimed to modernize the service provided to its internal users, making it more digital, structured, and focused on delivering a simple and intuitive experience.
The challenge was to overcome the fragmentation of processes and tools, increase visibility over technology assets, and create a corporate model capable of supporting different countries, functional areas, cultures, and languages.
The Solution
Timestamp supported the design and implementation of a new corporate service management model, with OpenText SMAX as the central platform.
Corporate Model
Definition of a cross-functional approach to standardize service management across different geographies and functional areas.
ITIL Processes
Redesign of Incident, Request, Problem, Change, Asset, Configuration, and Knowledge Management.
Service Catalog
Creation of service offerings and forms organized by categories, types, and target audiences.
Self-Service Portal
Providing a single channel to submit requests and track them in a simple, digital way.
Automatic Discovery
Mapping of physical and logical infrastructures, increasing visibility into assets and configurations.
Automation and Integrations
Integration with external platforms, communication tools, suppliers, and partners, with real-time statistics.
Business Impact
Solution Scope
Digital
Simpler, more structured processes and requests, accessible through a corporate Self-Service portal.
Integrated
Information, processes, assets, and integrations brought together in a global service management platform.
Scalable
A foundation designed to support multi-regional, multilingual, and multicultural expansion across other functional areas.
Phased Implementation
Initial Phase
Platform rollout, Service Catalog, Incident and Request Management, automatic discovery, and core integrations.
Subsequent Phase
Change and Problem Management, onboarding and offboarding, Knowledge Management, and additional integrations.
Adoption and Change Management
One of the key objectives achieved was the rapid and intuitive adoption of the new platform by users from different functional areas, geographies, cultures, and languages.
Regular communication, awareness sessions, and stakeholder engagement helped prepare the organization for the change and increase satisfaction with the services provided by the IT department.
Critical Success Factors
Key Users
Active participation of representatives from different functional areas and the IT team.
Executive Sponsorship
Senior Management involvement in defining objectives and mobilizing the organization.
Rigorous Planning
Detailed management of phases, risks, milestones, dependencies, and quick wins.
Continuous Monitoring
Weekly monitoring of progress and allocation of the appropriate resources when needed.
Next Steps
- Consolidate the process governance model;
- Strengthen the 24x7 service model;
- Expand the corporate platform to other functional areas;
- Further automate processes and integrate virtual agents;
- Adopt Generative Artificial Intelligence capabilities to accelerate problem identification, improve troubleshooting, and move toward automated ticket resolution.
The Client
Logista is a European multi-sector logistics operator with a presence in seven countries, more than 8,000 employees, 700 platforms, and over 200,000 points of sale.
The company operates in sectors such as Pharma, Books, Retail, PoS, Tobacco, and Electronic Transactions, playing a central role in distribution and logistics operations across different markets.
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